Guidelines
Teach AI agents how your company works.
Give Helply agents clear instructions for how to communicate, make decisions, handle exceptions, and represent your business.
Trusted by 1,300 companies globally
Your rules. Followed on every conversation.
Great support isn't just about knowing the right answer. It's knowing how your company wants that answer handled.
Set communication standards
Define how agents should speak to customers, how detailed responses should be, and how your brand should sound.
Define business rules
Tell agents how your policies work and how different situations should be handled. From refunds and cancellations to account changes and exceptions, your rules become part of how the agent operates.
Set boundaries
Define what agents can handle independently and when they should stop and involve a human.
Guide decisions
Give agents instructions for situations that require judgment rather than a simple answer.
Apply guidelines where they matter
Different agents, customers, products, or situations can require different instructions. Give agents the right guidance for the work they’re doing.
Your rules, on every conversation
Great support isn’t just about knowing the right answer. It’s knowing how your company wants that answer handled — followed consistently across every interaction.
Your AI should work like your best teammate.
Your best support people understand more than your product. They understand your policies, your customers, your tone, and how you expect decisions to be made.
Guidelines give your AI agents that same operating context.
Frequently asked questions
Guidelines are instructions that define how your AI agents should behave and make decisions.
Knowledge tells an agent what is true. Guidelines tell an agent how you want it to behave.
Yes. You can define how agents should communicate with customers.
Yes. Guidelines can be applied based on the agent and type of work being performed.
Yes. You can define situations where human involvement is required.
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