Set business rules for one phase
When a rule belongs to a phase
Some must-nevers only make sense at one stage of a customer's journey. "Never confirm a booking." with the exception "the deposit is received" belongs to a Payment phase, not to the first hello. Put a rule on a phase when it is about that stage only, and on the playbook when it should hold in every phase (see business-rules).
How phase rules combine with the playbook's
While a customer is in a phase, the assistant keeps to the playbook's rules and that phase's rules together, and every message it is about to send is checked against both. When the customer moves to another phase, the first phase's rules stop applying.
A phase rule can only add a limit. It never loosens or replaces one of the playbook's rules, and it can't repeat one of them. If a phase rule's exception seems to allow something a playbook rule forbids, the playbook rule still holds, so reword one of them.
Each phase holds up to 5 rules of its own, on top of the playbook's 10. Each rule and each exception is at most 300 characters.
Add or change a phase's rules
Open Prompts in the sidebar and click the phase's prompt. Its Business rules section shows the playbook's rules under Every phase, read-only, and the phase's own rules below them. Add rule, Remove, Save rules and Discard changes work as they do for the playbook's rules. A saved rule applies from the next reply in that phase.
Anyone who can read the phase's prompt sees its rules. Changing them takes Edit rules on the playbook, set on the Prompts card of a team member's access page (see team-member-access), and Read text on the phase.
Test a phase rule first
Ask the Consultant for the rule and the phase it is for. It can check the rule against messages your assistant sent in that phase, read with that phase's instructions and rules, showing what it would have caught (for a phase rule you already have, it can start from the messages in that phase the rule caught or nearly caught, and check a new wording on them), and then propose it so you can try the proposal in the Simulator before it is approved (see simulator). Deleting a phase removes its rules with it.