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Behaviour Rules
The boundaries the agent keeps to during a call. They sit apart from the system prompt: the prompt is free text about who the agent is, a rule is an on/off switch or a numeric threshold.
Rules on15 / 18
Grouped under 4 headings
Zorunlu4
Cannot be switched off for legal or contractual reasons
Risky and off1
Rules whose being off directly affects the conversation
Devretme4 / 5
The conditions under which the agent hands the call to a person
Devretme4 of 5 rules on
When the agent hands the conversation to a person.
Arayan temsilci isterse hemen devret"Connect me to a person" starts a handoff regardless of any other condition.
Retry limit on unclear questionsHow many times the agent re-asks about the same thing before handing off.
Low confidence thresholdIf the model's answer confidence falls below this, the conversation is handed off.
Voicemail outside working hoursWith nobody available, the agent takes a message and schedules a callback for the next day.
Hand off on signs of angerWhen tone of voice and word choice show tension, the conversation goes to a person.
Hand off on signs of anger: Turned off, tense calls carry on with the agent.
Safety4 of 4 rules on
Boundaries the agent never crosses, under any condition.
No legal or medical adviceOn these topics the agent redirects rather than offering an opinion.Zorunlu
Bilinmeyen bilgiyi uydurmaWith no match in the knowledge base, the agent says it doesn't know.
Disclose that it is an AIWhen the caller asks, the agent states plainly that it is not a person.Zorunlu
Kart bilgisi almaAt the payment step the call is transferred to the secure payment line.Zorunlu
Conversation4 of 5 rules on
Behaviours specific to the voice channel — no equivalent in a text interface.
Allow interruptionsThe agent stops speaking as soon as the caller starts.
Silence timeoutIf the caller stays silent this long, the agent asks again.
Read digits one by oneOrder and phone numbers are read digit by digit.
Longest answerAnswers longer than this are split and the caller is asked to continue.
Language detectionIf the caller speaks another language, the agent switches to it.
Veri3 of 4 rules on
How information gathered during the call is handled.
Recording announcementThe caller is told at the start that the call is recorded and can decline.Zorunlu
Mask numbers and namesAfter 30 days the transcript stars out personal fields (see the retention policy).
Write a post-call summaryWhen the call ends, a one-paragraph summary lands on the CRM card.
Use recordings for model trainingConversations are not sent to the provider as training data.