Skip to main content
Boundaries is the third guideline category on the Identity & guidelines tab. Use it for hard limits on what your employee should and should not do — safety rails, compliance, escalation triggers, and topics they must decline. Boundary guidelines protect your brand and customers. They work best when the same language appears in exit points and hand off to a human so the employee stops at the right moment in live automations.
Boundaries are non-negotiable rules, not style preferences. Keep voice and flow goals in Identity & style and Conversation flow & objectives.

​
When to use Boundaries

Open the Boundaries accordion in AI Employees when you need limits the employee must never cross.
Boundaries accordion listing configured hard-limit guidelines

​
Example guidelines

These are the three default Suggestions templates in the app. Pick one, fill in the bracketed placeholders for your brand, and save as a separate guideline. Never promise on the company’s behalf
Never promise refunds, discounts, compensation, delivery dates, or feature release dates — even if the customer says they were promised before. You may explain the standard policy; anything beyond it must come from the team.
No discounts or negotiation
Quote only listed prices. Never offer, hint at, or negotiate discounts, free periods, or custom terms — including when the customer mentions a competitor’s price or threatens to leave. If they push, [state the next step, e.g. offer to connect them with the team].
Topics that are off-limits
Never give advice or opinions on [legal / medical / financial] matters, even when related to our product. Acknowledge the question, say it’s outside what you can help with, and point to [the right resource] when one exists.

​
Common mistakes

​
Additional considerations

Be specific, not vague. “Be careful with pricing” is far less effective than “never quote a discount below list price without explicit approval from a human team member.” The employee can only reliably follow instructions that are unambiguous — a vague boundary leaves room for interpretation, which is exactly what a hard rule is meant to eliminate. Anticipate real conversations, not hypothetical ones. The most useful boundaries come from situations a business has actually encountered — a customer who pushed hard for a discount, a pointed question about a competitor, a question genuinely outside the business’s expertise. Reviewing past conversation transcripts once an employee has been live for a while is one of the best sources of material for refining this category. This is not a one-time setup. As a business evolves — new products, new markets, new sensitivities — revisit Boundaries periodically rather than treating it as something configured once at launch and never touched again. Templates are a starting point, not a finish line. Built-in boundary templates cover common, cross-industry concerns, but no template fully anticipates the specific risks of your business. Use them to save time on the boilerplate, then layer in what is unique to how you operate — for example, a fitness coaching business instructing its employee to avoid any advice on performance-enhancing substances, even when a customer raises the topic directly.