Set the rules

3 min read

Allowed topics, prohibited topics, tone and example answers.

Rules shape what your agent will and will not do. They sit on top of Cadey’s platform-wide safety layer, which always applies and cannot be overridden by a tenant.

Tone and persona

In Settings → AI, give the agent a name and a short voice description (for example, “warm, concise, never pushy”). Add a few example Q&A pairs, these teach style far better than adjectives.

Prohibited topics

List subjects the agent must refuse, competitor comparisons, legal advice, anything off-limits for your brand. When a visitor raises one, the agent declines politely and offers a human or a booking instead of guessing.

Grounding threshold

When retrieval confidence is below the threshold, the agent says it does not know rather than fabricating. Raising the threshold makes it more cautious; lowering it makes it answer more often. Start at the default and tune from the answer-gap log.