Business rules

Your AI Agent uses three core business rules to manage customer interactions effectively and safely: Policies, Escalations, and Products.

Written By ScaleFlows Team

Last updated 22 days ago

Your AI Agent uses three core business rules to manage customer interactions effectively and safely: Policies, Escalations, and Products.

Policies, Escalations, Products
SettingsExplanation
PoliciesPolicies dictate the exact rules the AI must follow when handling core merchant tasks like Cancellations, Replacements, and Refunds & Returns.
EscalationsEscalations control when a human agent needs to step in. You can configure the AI to automatically pause itself or notify your team based on specific events or customer data.
ProductsProducts act as the AI's catalog knowledge base.