Rule settings

How changes save #

Action buttons and toggles save immediately. Text and numeric fields save when you leave them. Watch for Saved or an error; there is no single Save all button. A locked profile cannot be edited through this screen. Ask the administrator to review a locked profile rather than assuming the editor can unlock it.

Allow an action with the right data access #

1. Find the action under What this agent may do. Read its description, risk, identity requirement, and reversibility.
2. Use Not allowed / Allowed to set permission.
3. If allowed, use Runs on its own / Needs approval to set explicit staff review.
4. Read any “Blocked until data access is granted” message.
5. In Data access, enable only the required scopes for this workflow. Allowing an action does not automatically grant its access.
6. Check the agent’s effective capabilities and workflow readiness.
7. Test both the allowed operation and an operation that should remain denied.

Staff handoff appears as a special capability rather than an ordinary action permission toggle. Higher sensitivity and action-specific requirements can still require approval even when the action’s button says Runs on its own.

Set sensitivity and identity #

1. Choose the intended Sensitivity mode. Tighter modes require staff review for high-risk or irreversible operations.
2. Set Confirm who the caller is according to the approved workflow.
3. If enabled, enter What they must confirm as comma-separated field names supported by your identity source.
4. Leave the field to save, then test a record match, a successful verification, a failed verification, and a request made before verification.

Set restricted topics and handover #

1. Review What it will not discuss.
2. Enter approved Restricted topics as comma-separated names, then leave the field to save.
3. Under Who takes over, set the intended fallback staff destination.
4. Read the displayed “Hands over when” triggers; this screen displays them but does not offer a trigger editor.
5. Configure any conditional destinations in Routing & staff.
6. Test a restricted topic and confirm the handoff reason, context, and destination in the queue.

Recording, redaction, and retention settings #

The editor provides Record conversations, Ask permission first when recording is enabled, Redact sensitive details, Keep transcripts for, and Keep recordings for. Retention values are in days and save when you leave the field.

1. Have the administrator confirm the deployed recording and retention process before relying on these settings.
2. Set the values approved for the organization and leave each field to save.
3. Review stored transcript redaction and the handling of data in all connected providers.
4. Follow the organization’s deletion and retention procedure for actual data lifecycle work.