Advanced settings and policies

Beyond the basics

After completing the onboarding wizard and publishing your AI agent, the AI Config wizard gives you access to additional advanced settings that fine-tune how your AI handles specific business scenarios. These settings appear as a dedicated Policies step in the AI Config sidebar.

The Policies step

The Policies step consolidates all your business rules into structured fields that the AI can reference during conversations. Instead of relying solely on the free-text business context, policies give the AI explicit, structured answers to common questions.

Return policy

Define your return and refund policy. The AI uses this when customers ask about returns, exchanges, or refunds.

Fields:

• Do you accept returns? — Yes or No toggle.
• Return window — The number of days after purchase that returns are accepted (e.g., 30 days).
• Return conditions — Free text describing conditions (e.g., “Items must be unused, in original packaging, with receipt”).
• Refund method — How refunds are issued (e.g., “Bank transfer within 5 business days”, “Store credit only”).

Cancellation and rescheduling policy

Applicable to service workflows with calendar integration. Define what happens when a customer wants to cancel or reschedule an appointment.

Fields:

• Cancellation allowed — Yes or No toggle.
• Cancellation deadline — How many hours before the appointment a customer can cancel (e.g., 24 hours).
• Rescheduling allowed — Yes or No toggle.
• Rescheduling deadline — How many hours before the appointment a customer can reschedule.
• Cancellation fee — Whether a fee applies for late cancellations.

The AI enforces these rules during conversations. If a customer tries to cancel an appointment 2 hours before and your cancellation deadline is 24 hours, the AI will politely inform the customer that cancellation is no longer possible.

Frequently asked questions

Add structured FAQ pairs that the AI can reference instantly. This is different from business context — FAQs are stored as explicit question-answer pairs rather than unstructured text.

For each FAQ item:

• Question — The customer question.
• Answer — The exact answer the AI should provide.

Examples:

• Q: “Do you ship internationally?” → A: “We currently ship only within Mexico.”
• Q: “What payment methods do you accept?” → A: “We accept bank transfers (SPEI) only.”
• Q: “Do you offer gift wrapping?” → A: “Yes, gift wrapping is available for $50 MXN per item.”

How policies affect AI behavior

Structured policies are injected into the AI’s prompt alongside business context. They influence how the AI responds in specific scenarios:

• When a customer asks “Can I return this?”, the AI checks the return policy fields and responds with the configured rules.
• When a customer says “I need to cancel my appointment”, the AI checks the cancellation policy and enforces the deadline.
• When a customer asks a frequently asked question, the AI provides the exact configured answer.

This combination of structured policies and free-text business context gives you precise control over the AI’s behavior while maintaining conversational flexibility.

Policies vs business context

Aspect	Business context	Policies
Format	Free text (up to 5,000 characters)	Structured fields with specific inputs
Best for	General guidelines, tone instructions, broad rules	Specific policies with clear answers
AI priority	Used as background context	Referenced for exact answers
Examples	”Always suggest related products"	"Returns accepted within 30 days”

Use both together for the best results. Business context sets the tone and general behavior, while policies provide the AI with exact answers for common scenarios.

What to do next

Explore your workspace’s other features: Dashboard overview, CRM overview, or continue learning about the platform’s capabilities in the remaining documentation sections.