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Policies Knowledge

Policy cards help the AI answer sensitive business questions consistently.

Policy Types​

Use policy cards for:

  • return
  • refund
  • shipping
  • cancellation
  • appointment
  • privacy
  • payment
  • custom policies

Example​

Policy type: Cancellation
Title: Appointment cancellation policy
Answer: Please call at least 24 hours before your appointment to cancel or reschedule. Same-day cancellations may need staff review.
Keywords: cancel, reschedule, appointment
Behavior: Answer
Active: On

Do not use the AI to give legal, medical, financial, or insurance advice. For sensitive questions, use Take message or Transfer so a qualified person can follow up.

Keep Policies Current​

Policy knowledge should match what you publish on your website, receipts, forms, and customer agreements. If your website changes, update or re-import the policy and approve the new wording.

When To Transfer​

Use Transfer for disputes, complaints, refunds needing manager approval, billing problems, or any policy exception.