Guidelines and Attributes

The Knowledge Base teaches BLE AI what it knows; the Guidelines and Attributes screens determine how it should behave and what it should extract from a conversation. This article explains rule writing, transition rules, audiences, and attributes with examples.

• BLE AIThe "Guidelines" and "Attributes" screens are located in the "Information and Behavior" folder
• BLE AI SettingsBasic rules and salutations for each response
• Meet BLE AIHistory and Inbox sections

Basic Rules: Settings Screen

BLE AI › The "Rules and Red Lines" card on the Settings screen serves as the basic framework that applies to every response from the agent:

• Rules (optional) — One rule per line. Example: "Always ask for the tracking number when handling shipping inquiries."
• Never Make a Promise (Optional) — Topics on which the agent will not make any commitments. Example: “Discounts or special prices.” Instead of making a promise on these topics, the agent states that a representative will take over.
• Answer length — No preference, Short (2–3 sentences), Medium, or Detailed. Applies to chat and email.
• Form of Address — Formal ("you") or Informal ("you").
• Reply in the customer’s language — Enabled by default; if you disable this, the agent will always reply in their own configured language.

Use the Policy screen to select the rules you want to apply to specific users and channels. If a rule in the Policy conflicts with this card, the rule in the Policy takes precedence.

1. Rules of Conduct

BLE AI › Information and Behavior › On the Guidelines screen, click "New Rule" in the "Behavior Rules" section and fill in the following fields:

• Title — A short name that helps you identify the rule in the list.
• Instructions — Text sent to the agent as-is.
• Category — General, Tone, Content, Process, or Compliance. The rules are read in the order of the categories; a subsequent rule overrides the previous one.
• Audience — If left blank, it applies to everyone.
• Channels — If left blank, it applies to all channels.

When you click "Save," the rule takes effect immediately for new replies. You can remove a rule that is no longer needed by clicking "Archive."

2. Transfer to a representative

There are two tools for rotation on the same screen:

"Transfer to an Agent" section — These are strict rules: as soon as a condition is met, the agent applies the rule without consulting the AI, and these rules always take precedence over transfer instructions. Use "New Rule" to name a rule, use "Add Condition" to create Field · Operator · Value lines, and select an action:

• Transfer to an agent — The call is transferred to the team.
• Ask an agent, don’t end the call — “Question to ask the agent” is written as an internal note; the customer does not see it; it appears in the “Agent input required” section of the call inbox.

Example conditions: "Message · Text contains 'lawyer'", "Conversation · Sentiment equals 'Negative'", "Person · Email domain equals 'yourcompany.com'".

Escalation Instructions Section — These are rules written in plain language for situations requiring interpretation. Example: "If the customer says they’ve experienced the same issue for the third time, escalate the call."

3. Audiences

A "Group" allows you to define once who a rule applies to and use that definition everywhere. Use "New Audience" to give it a name and add criteria for individuals or companies (e.g., "Company · Number of employees greater than 50"). The approximate number of people in the audience is updated overnight; you can count them immediately using "Count Now."

The "Text to Model" panel on the right side of the screen shows how everything you type is combined into a single set of instructions. Rules tied to the audience are not visible in this preview.

4. Attributes

BLE AI › Information and Behavior › Attributes: This is where you define the signals that BLE AI will read from each conversation, such as urgency, subject, and reason for cancellation. Each attribute serves three purposes simultaneously: it appears in the “Detected Signals” row of the AI section in the conversation’s Details panel, is selected as the “Attribute” field in Rule Conditions, and serves as an axis in reports.

1. Create an attribute — Click "New Attribute"; enter the name, the "What does this mean?" description, and the type (either one from the list or Free Text).
2. Select the detection time — On every message, On exit, or On every message and on exit.
3. Set the limits — Values below the confidence threshold (0–1; default 0.6) are not recorded. A value of 0 for the monthly call limit means unlimited.
4. Save and add values — First, save the attribute, then for each value, enter a label, a "What does this value mean?" description, examples (one per line), and keywords (separated by commas), and click "Add Value."

Example: For the "Urgency" attribute, set the value to "High" and enter the description "The customer says the service isn't working or that their money is missing," along with examples such as "My order is missing, I’m waiting for an urgent response," and include keywords such as “urgent,” “immediate,” and “lost.” You can then set up a routing rule in the Guidelines with the condition “Attribute · Urgency equals High.”

Related articles

• Meet BLE AI
• Teaching BLE AI
• Procedures, Workflows, and Tools
• States, tags, and custom attributes