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Guardrails

Guardrails are rules on what an AI Employee replies with and what it accepts from customers. Each guardrail checks either the AI's replies or the visitor's message, and blocks, replaces, or redacts what it catches.

Every guardrail is opt-in, including Safety. An AI Employee has no guardrails until you add them.

nota

Guardrails apply to text channels such as web chat. They aren't available on the AI Voice Receptionist or other voice AI Employees.

Guardrail types​

TypeWhat it checks
Custom ruleCriteria you write in plain language. Add up to 10 custom rules for AI replies and up to 10 for visitor messages.
Message lengthMessage length, measured in characters. Accented letters such as ä and ü each count as one character.
Personal informationPersonal details such as phone numbers and email addresses.
Blocked wordsWords you list.
SafetyViolence, sexual content, self-harm, illegal activity, harassment, and dangerous content.

Add a guardrail​

  1. Go to AI → Workforce and click Configure on the AI Employee.
  2. Under Profile, open Guardrails.
  3. Add a guardrail and choose its type.
  4. Choose what it checks: the AI's replies or the visitor's message.
  5. Choose what happens when it catches something: block, replace, or redact.
  6. Optionally, write the message the visitor sees when a reply is blocked. See Write your own blocked message.
  7. Save and publish your changes. See Versions and AI-assisted editing.

If you don't have write access to the AI Employee, its guardrails are read-only.

Write your own blocked message​

Message length, Blocked words, and Personal information each come with a default message for a blocked reply. Safety and Custom rule use a generic refusal.

tip

Write your own message for Safety and Custom rule guardrails, so the visitor gets a reply that fits the business and tells them what to do next.

Frequently asked questions​

Is the Safety guardrail on by default?

No. Every guardrail is opt-in, including Safety.

Can I use guardrails on a voice receptionist?

No. Guardrails apply to text channels only.

Do guardrails stay in place after I roll back to an earlier version?

A rollback restores the guardrails saved in that version. See What a rollback restores.