Say what the agent may discuss, what it must disclose, and what it should never attempt. When a call goes past the line, it escalates to a human instead of improvising.
What you set on the guardrails page is what drives the live agent — not a document it might have read.
Hand-off is an explicit action the agent can take, with the wording decided server-side rather than improvised.
Escalations and blocked topics show up in call analytics, so you can see what keeps hitting the wall.
Allowed topics, forbidden topics, required disclosures.
Who takes the call, and what the agent says when it hands over.
Analytics shows which calls escalated and why, so the boundary can be tightened or relaxed.
Everything guardrails & escalation includes today.
These share the same contact record, so nothing has to be wired together.
Everything above runs in one product, on one plan, from one dashboard.
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