What rules are for
The AI decides for itself when to help and when to hand over. Rules are for the cases where you do not want that decision left to the AI: "always open a ticket for complaint", "always fetch a person for cancellation".
How a rule is built
Two parts: a trigger and an action. The trigger is a keyword in the customer's message, the action is one of six things:
| Action | What happens |
|---|---|
| Live chat | The conversation goes to an agent |
| Ticket | A case is created and the customer gets a confirmation |
| AI carries on | Explicitly no handover — useful as an exception |
| Ask back | The AI asks a clarifying question first |
| A notice to the address you set | |
| Lead form | The lead capture form is shown |
Several keywords in one rule
The field takes several terms, separated by comma, semicolon, pipe or line break. One of them is enough. Matching is on containment and ignores case: cancel therefore also matches "cancellation" and "I want to cancel my order". Shorter is often better — but not too short, since art also sits inside "cart".
Order
Rules are checked top to bottom, the first match wins, and nothing after it is considered. So the specific rule belongs above the general one.
What a rule cannot do
Besides keywords, triggers can be built on intent, sentiment and message count. These work differently: they are passed to the AI as a hint, but they are not a hard switch. For cases that must fire reliably, use keywords.
Before you add a rule
First check whether the case belongs in your knowledge base. A rule pushes the question to a person; a good entry answers it. Rules are for what a person must decide — not for what the AI simply does not know yet.