Rules — teach the AI assistant your tone and policies
Rules are fixed instructions that apply to all future tickets on the instance. Use rules to teach the AI assistant your company's tone, policies and special considerations — directly from the chat, without going to the admin settings.
What is a rule?
A rule is a fixed instruction such as:
- "We always use the informal form in customer service"
- "We do not offer free shipping without approval from a manager"
- "Always end with an invitation to contact us again"
Rules are saved per Zendesk instance and apply to all agents using the AI assistant.
Save a new rule via the chat
Write in the chat field:
- "Save as a rule: we never mention competitors' names"
- "Always remember to use this phrasing"
- "Save this as a fixed rule"
The AI assistant saves the rule immediately and confirms. The rule is active from the next ticket.
Categories
You can categorise rules for a better overview:
- "Save as a rule (tone): we always write in Danish"
- "Save as a rule (policy): we only offer refunds within 30 days"
Valid categories: tone, policy, language — or whatever makes sense for you.
View all rules
Write in the chat field:
- "Show all rules"
- "List rules"
The AI assistant lists all active rules with numbering and any category.
The AI assistant suggests on its own
When the AI assistant is corrected by an agent and detects a pattern that should be remembered permanently, it can ask (in the agent's language):
"Would you like me to save this as a rule going forward?"
Say yes, and the rule is saved automatically.
Manage rules in the admin UI
In the Rules tab on mit.available.dk, the admin can:
- View all active rules per language
- Deactivate or delete rules
- Add rules manually
- Consolidate rules: The AI reviews the rules and merges overlapping ones into fewer, stronger rules
- View suggested rules based on agents' editing of AI drafts
The difference between rules and instructions
| Rules | Instructions (admin) | |
| Who creates them? | Agents via the chat | Admin via mit.available.dk |
| Applies to | All tickets on the instance | All tickets on the instance |
| Visible to agents? | Yes, via "Show all rules" | No |
| Used for | Ongoing fine-tuning and learning | Stable ground rules and tone |
Use both — instructions set the foundation, rules fine-tune on an ongoing basis.