{"Status":true,"Message":"","Response":{"post":{"postuid":"886cad9f-9049-46d7-816e-ae1ee17e642e","tenantuid":"d8b744fc-2e70-4089-bb80-dd1d08f6c7b2","projectuid":"fc6490ac-7527-4f49-b06e-46f701280e85","title":"Chat Question Rules","slug":"article/chat-question-rules","html":"\u003Cp\u003EQuestion rules decide what happens when visitors ask about particular topics, instead of leaving it to a generated answer. For example, you can send every cancellation request straight to your billing team, reply to refund questions with your exact policy wording, or tell the AI how to answer questions about a sensitive topic.\u003C/p\u003E\u003Cp\u003EGo to \u003Cb\u003EInbox\u003C/b\u003E, then \u003Cb\u003EMessenger settings\u003C/b\u003E, then the \u003Cb\u003ERules\u003C/b\u003E tab.\u003C/p\u003E\u003Ch2 id=\u0022add_a_rule\u0022\u003EAdd a rule\u003C/h2\u003E\u003Col\u003E\u003Cli\u003EClick \u003Cb\u003EAdd a rule\u003C/b\u003E, or \u003Cb\u003EStart from an example\u003C/b\u003E to begin with a ready-made cancellation rule.\u003C/li\u003E\u003Cli\u003EGive it a short name, such as \u003Ci\u003ECancellation\u003C/i\u003E. Your team sees this name in the inbox.\u003C/li\u003E\u003Cli\u003EUnder \u003Cb\u003EWhen a visitor\u2026\u003C/b\u003E, describe the kind of question in plain words.\u003C/li\u003E\u003Cli\u003EUnder \u003Cb\u003EThen\u003C/b\u003E, choose what happens, and fill in the fields for that choice.\u003C/li\u003E\u003Cli\u003EClick \u003Cb\u003ESave settings\u003C/b\u003E.\u003C/li\u003E\u003C/ol\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/bf03de92214c48019bf3b1508980ffbe.png?v=-185030495\u0022 data-width=\u0022986\u0022 data-height=\u00221244\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022The Rules tab with three rules: a refund rule that hands off to the Support team, an enterprise pricing rule that replies with an exact message, and a security rule that answers following extra guidance\u0022/\u003E\u003Cfigcaption\u003EMessenger settings, Rules tab\u003C/figcaption\u003E\u003C/figure\u003E\u003Cp\u003EEach rule has an on/off switch, so you can pause a rule without deleting it. A rule that\u0027s missing something it needs is marked \u003Cb\u003EIncomplete: not used yet\u003C/b\u003E. You can have up to 30 rules.\u003C/p\u003E\u003Ch2 id=\u0022describing_the_question\u0022\u003EDescribing the question\u003C/h2\u003E\u003Cp\u003EThe AI matches on meaning, not exact words. A rule for \u003Ci\u003E\u0022Wants to cancel, close or delete their account\u0022\u003C/i\u003E catches \u003Ci\u003E\u0022can u close my acct\u0022\u003C/i\u003E and \u003Ci\u003E\u0022I want to stop paying\u0022\u003C/i\u003E too. Describe what the visitor wants, and list the variations you care about:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003E\u003Ci\u003E\u0022Wants to cancel, close or delete their account, stop their subscription, or downgrade\u0022\u003C/i\u003E\u003C/li\u003E\u003Cli\u003E\u003Ci\u003E\u0022Asks for a refund or disputes a charge\u0022\u003C/i\u003E\u003C/li\u003E\u003Cli\u003E\u003Ci\u003E\u0022Reports a security issue or a suspected data breach\u0022\u003C/i\u003E\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022what_a_rule_can_do\u0022\u003EWhat a rule can do\u003C/h2\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003EThen\u003C/th\u003E\u003Cth\u003EWhat happens\u003C/th\u003E\u003Cth\u003EFields\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003EHand off to the team\u003C/td\u003E\u003Ctd\u003EThe conversation goes to your team, as if the visitor had asked for a person.\u003C/td\u003E\u003Ctd\u003E\u003Cb\u003ETeam\u003C/b\u003E: a team from Notifications, or \u003Cb\u003EDecide automatically\u003C/b\u003E. \u003Cb\u003EMessage before the handoff\u003C/b\u003E (optional): said to the visitor first.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EReply with this exact message\u003C/td\u003E\u003Ctd\u003EThe visitor gets your message exactly as written, with a \u003Cb\u003ETalk to a person\u003C/b\u003E button, instead of a generated answer.\u003C/td\u003E\u003Ctd\u003E\u003Cb\u003EMessage\u003C/b\u003E\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAnswer, following this guidance\u003C/td\u003E\u003Ctd\u003EThe AI still answers from your articles, following extra instructions for this topic.\u003C/td\u003E\u003Ctd\u003E\u003Cb\u003EGuidance for answers on this topic\u003C/b\u003E\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Cp\u003ETeams are set up on the \u003Cb\u003ENotifications\u003C/b\u003E tab. See \u003Ca href=\u0022/article/chat-notifications-and-teams\u0022\u003EChat Notifications and Teams\u003C/a\u003E.\u003C/p\u003E\u003Ch2 id=\u0022how_rules_fit_with_everything_else\u0022\u003EHow rules fit with everything else\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003EA matching rule wins over a normal answer, and over the frustration handoff.\u003C/li\u003E\u003Cli\u003EYour \u003Cb\u003EAI agent\u003C/b\u003E tab\u0027s \u003Cb\u003EGuidance\u003C/b\u003E still applies to everything the AI writes. A rule\u0027s guidance is added on top, for its topic only.\u003C/li\u003E\u003Cli\u003ERules are applied by the AI agent, so they only work while \u003Cb\u003ELet the AI agent answer first\u003C/b\u003E is on.\u003C/li\u003E\u003Cli\u003EYour team sees \u003Cb\u003ERule: \u2026\u003C/b\u003E with the rule\u0027s name on affected messages in the inbox. Visitors never see it.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022example_send_cancellations_to_billing\u0022\u003EExample: send cancellations to billing\u003C/h2\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003EField\u003C/th\u003E\u003Cth\u003EValue\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003EName\u003C/td\u003E\u003Ctd\u003ECancellation\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EWhen a visitor\u2026\u003C/td\u003E\u003Ctd\u003EWants to cancel, close or delete their account, stop their subscription, or downgrade\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EThen\u003C/td\u003E\u003Ctd\u003EHand off to the team\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ETeam\u003C/td\u003E\u003Ctd\u003EBilling\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EMessage before the handoff\u003C/td\u003E\u003Ctd\u003EI\u0027m sorry to hear you\u0027re thinking of leaving. I\u0027ll bring in someone from our team who can help with your account.\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Cp\u003EA visitor who writes \u003Ci\u003E\u0022how do I close my account?\u0022\u003C/i\u003E gets your message, and the conversation goes to the Billing team\u0027s queue and alerts. The AI doesn\u0027t try to answer it.\u003C/p\u003E\u003Cp\u003EIf you\u0027d rather let visitors help themselves, use \u003Cb\u003EAnswer, following this guidance\u003C/b\u003E instead, with guidance such as \u003Ci\u003E\u0022Before explaining how to cancel, mention they can pause their account instead, and link to the pause article.\u0022\u003C/i\u003E\u003C/p\u003E\u003Ch2 id=\u0022check_your_rules\u0022\u003ECheck your rules\u003C/h2\u003E\u003Cp\u003EUse the \u003Cb\u003ETest\u003C/b\u003E tab to confirm a rule catches the questions you expect, and doesn\u0027t catch ones it shouldn\u0027t. Each result shows the rule matched and the guidance used. Save your settings first, since tests use saved settings. See \u003Ca href=\u0022/article/testing-the-chat-ai\u0022\u003ETesting the Chat AI\u003C/a\u003E.\u003C/p\u003E\u003Cp\u003ESee also \u003Ca href=\u0022/article/configuring-the-chat-ai-agent\u0022\u003EConfiguring the Chat AI Agent\u003C/a\u003E and \u003Ca href=\u0022/article/taking-over-a-chat-from-the-ai\u0022\u003ETaking Over a Chat from the AI\u003C/a\u003E.\u003C/p\u003E","publish_status":0,"post_type":"Article","author":{},"featured_image_updating":false,"meta_description":"Set up question rules to direct specific visitor queries to your team, send exact replies, or guide AI answers for tailored support in Messenger settings.","display_toc":true,"has_workingcopy":false,"allow_indexing":true,"total_views":3,"date_published":"2026-09-28T14:42:17.033","date_updated":"2026-09-28T15:34:52.117","date_created":"2026-09-28T14:41:10.6"}}}