How to Configure AI Business Rules in vcita

Take control of brand identity by learning how to configure AI Business Rules to guide automated response suggestions.

By defining specific guidelines for your business, you ensure that AI-generated replies remain professional, accurate, and aligned with your unique operational requirements. These rules serve as the AI's central logic when it suggests responses to client messages in your inbox.

Define AI Business Rules

Establishing clear parameters allows the AI to understand your preferred communication style and specific business policies.

1. Open the platform.
2. Click Settings.
3. Click BizAi.
4. Click Business Rules.
5. Next to the category you want to add a rule to, click the edit icon.
6. Click Add Rule.
7. Enter the rule you want to create, following the example provided.
8. Click Add Rule to add another rule.
9. Click Save.

AI Rule Categories

You can organize your instructions into four distinct categories to provide the AI with comprehensive context.

Tone of Voice

Use this category to define your brand personality. You can instruct the AI to maintain a formal professional tone or a more relaxed, friendly approach.

Business Rules

Input specific operational mandates here. This ensures the AI includes essential information such as refund policies, booking requirements, or service guarantees in its suggestions.

Things to Avoid

Specify restricted topics or behaviors. For example, you can prevent the AI from quoting prices for custom services or offering discounts over text.

FAQs

Provide specific answers to frequently asked questions. When a client asks a common question, the AI uses this data to provide a precise and approved answer.

Manage Existing Rules

Update your business logic as your brand evolves by editing or removing rules.

1. Open the platform.
2. Click Settings.
3. Click AI Business Rules.
4. Hover over the rule you wish to modify.
5. Click the Edit icon to change the text or category.
6. Click the Delete icon to remove the rule entirely.
7. Click Confirm if prompted to finalize the changes.

Use AI Reply Suggestions

Once you establish your rules, the system applies them to conversation threads automatically.

1. Open the platform.
2. Click Inbox.
3. Select a conversation with a high-intent message.
4. View the suggested response generated by the AI.
5. Click Use Suggestion to populate the reply field.
6. Edit the text if necessary before clicking Send.

Frequently Asked Questions

Q: Where do the AI Business Rules appear when I am communicating with clients?

The rules currently power reply suggestions within the conversation page in your inbox. The AI reviews these rules before generating any text to ensure the suggestions comply with your settings.

Q: Can I prevent the AI from mentioning specific topics like pricing?

Yes, you can use the "Things to Avoid" category to specify restricted topics. For example, you can instruct the AI to avoid quoting prices for custom services or offering discounts.

Q: Will the AI still follow my rules if a staff member does not have permission to edit them?

Yes, the AI follows the established business rules when suggesting replies to any staff member. This occurs regardless of whether that specific staff member has permission to modify the rules.

Q: How can I make the AI suggestions more accurate for common client inquiries?

You can use the "FAQs" category to provide specific answers to frequently asked questions. The AI uses this data to provide precise and approved answers when clients ask common questions.

Q: What should I do if an AI suggestion is not accurate?

Review your "Business Rules" or "Things to Avoid" sections to refine the instructions. Being more specific in your descriptions helps the AI generate better results.

Q: Can I change the personality of the AI responses?

Yes, you can define your brand personality in the "Tone of Voice" category. You can instruct the AI to use a formal professional tone or a more relaxed approach.