Advanced settings and policies
Use an Interlinked agent’s business context and policy settings to explain returns, cancellations, FAQs, and other customer-facing rules.
NEEDS VALIDATION
This page includes product areas with mixed maturity or conditional behavior. Verify the current UI and tenant state before using it as external operating guidance.
Where advanced rules belong
Open My Agents, select an agent, and use Guided configuration, Knowledge, or Governance depending on what you need to change:
- Business context is useful for a concise operating brief, extra facts, tone guidance, and general rules.
- Knowledge is useful for the business information the agent should use when answering.
- Governance is useful for boundaries and situations where a person should review or continue.
The labels shown can vary by agent and workspace. Follow the settings available on the agent page.
Write useful policy information
Use short, explicit rules that your team is prepared to honor. Useful topics include:
- Return and exchange conditions.
- Cancellation and rescheduling windows.
- What the business does when an item or service is unavailable.
- Frequently asked questions and their approved answers.
- When the agent should ask for a human handoff.
Examples:
- “Returns are accepted within 30 days for unused items in their original packaging.”
- “Customers may reschedule up to 24 hours before the appointment.”
- “If a customer asks for an exception, ask a team member to review it.”
Keep rules consistent
Policy text does not replace structured product, payment, calendar, service, or channel setup. For example:
- A business-context sentence cannot create a payment method that is not ready.
- A return statement cannot change an order’s payment or fulfillment status.
- A cancellation rule should match the actual calendar and service settings.
- A policy should not instruct the agent to share private team information.
When rules conflict, simplify them and make the source of truth explicit for your team.
Review changes safely
Changes to an existing agent are saved as a draft. Review Unpublished changes before selecting Review & Publish. Publishing updates the live configuration, but it does not automatically activate a paused agent.
After publishing, read a few conversations in CRM and use manual control when a customer’s situation needs a person. See Switch between AI and manual control.
Important
Do not paste passwords, payment credentials, private customer data, or other secrets into business context or policy fields. Add only information the agent should use in a customer conversation.
What to do next
Related in Interlinked
Connect this documentation topic to the relevant product, workflow, or commercial context.