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Hard rules so the agent doesn't make up prices

Stop your AI agent from giving prices or discounts, set topics it must never mention and required lines when quoting. Hard rules outrank every other instruction.

Hard rules are the limits your agent cannot cross, above any other instruction. With them you stop it from giving prices, speeds or discounts, forbid topics ("our competitors") and require lines when quoting ("Cash payment only"). The "Hide" switches and the required lines are checked on every reply before it is sent.

Set up hard rules

  1. 1

    Open the "🔒 Hard rules" tab

    In your agent's settings, inside the ⚙️ Rules group.

  2. 2

    Switch on what the agent must not say

    "Hide prices", "Hide speeds" and "Hide discounts and promotions".

  3. 3

    Add "Topics it never mentions"

    Type the topic (for example, "our competitors") and click "Add topic".

  4. 4

    Add "Required lines when quoting"

    Keep the line short and literal — it is added word for word —, choose in "Applies to" whether it is for "Every quote" or only certain categories or products, and click "Add line".

  5. 5

    Save and publish

    See Versions and publishing.

How each rule is applied

RuleHow it is applied
Hide prices / speeds / discounts and promotionsThe final reply is checked. If it contains what is forbidden, it is regenerated once and, if it still does, that sentence is removed.
Topics it never mentionsThese only guide the agent: it is reminded of them in every conversation, but replies are not checked against them.
Required lines when quotingIf the agent gives the price of a product the line applies to and left the line out, the line is added at the end of the reply.

If a required line applies to products that are no longer in your catalog, it applies to nothing; the tab warns you so you can fix it.

Stop the agent from making up prices

Choose based on how you sell:

I don't want it to give prices

Switch on "Hide prices". The agent can still qualify the prospect and book the visit, and leaves the price to your advisor.

I want it to quote correctly

Load your products or properties with their price. The agent quotes from your catalog and knows where your prices start.

For conditions that must always come with a price (payment method, validity, costs not included), use a required line when quoting. And if the prospect wants to negotiate, create an escalation rule so a person takes over.

Limits

ItemLimit
Topics it never mentions10
Required lines when quoting10
Length of each topic or line200 characters

A save above these limits is rejected.

Personality and language

The agent's instructions, tone and style.

Escalation to a human

When to hand the chat to your team.

Frequently asked questions

How do I stop the agent from making up prices?

If you don't want it to give prices, switch on "Hide prices" in Hard rules; the final reply is checked and, if it contains a price, it is regenerated or the sentence is removed. If you do want it to quote, load your products or properties with their price so it quotes from your catalog, and add a required line when quoting, such as "Cash payment only".

Are hard rules always applied?

Yes. They outrank every other instruction and the agent is reminded of them on every message. The three "Hide" switches and the required lines are checked on the final reply; the topics it never mentions only guide the agent.

How many hard rules can I have?

Up to 10 topics it never mentions and 10 required lines when quoting, of up to 200 characters each.