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How do I write a hand-off rule?

Say what goes to a person, who it goes to and how to reach them.

Narrated video with captions, 42 s. Made with a fictional company, Brightline Heating & Air (sample · fictional business). Read the transcript · Download the step-by-step PDF

Step by step

  1. Step 1: A hand off rule tells the AI when to stop and pass a question to a person. They live in section six.

    A hand off rule tells the AI when to stop and pass a question to a person. They live in section six.

  2. Step 2: List the questions it must never answer itself, like gas smells, billing disputes and warranty claims.

    List the questions it must never answer itself, like gas smells, billing disputes and warranty claims.

  3. Step 3: Then say what counts as urgent and who to contact. Every rule should name a person and how to reach them, or the AI has nowhere to send it.

    Then say what counts as urgent and who to contact. Every rule should name a person and how to reach them, or the AI has nowhere to send it.

  4. Step 4: Write the promises it must never make too, like exact arrival times, prices for new systems before an estimate, or financing approval.

    Write the promises it must never make too, like exact arrival times, prices for new systems before an estimate, or financing approval.

  5. Step 5: Reload the file and test one rule in each tool. The answer should hand off, and say who will follow up.

    Reload the file and test one rule in each tool. The answer should hand off, and say who will follow up.

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