Configuring Policies

Adding a Policy

1. Go to Knowledge Base → Policies tab
2. Click Add Policy
3. Enter a Policy Key — a unique identifier (e.g., cancellation_policy)
4. Enter the policy content — the rules your agent should follow in this situation
5. Optionally select a Location for location-specific policies
6. Click Save

Writing Effective Policies

Write policies as instructions the agent can follow:

Good: "Cancellations require 24-hour notice. Same-day cancellations incur a $50 fee. No-shows are charged the full appointment cost. Exceptions can be made for medical emergencies — take a message and have billing follow up."

Too vague: "We have a cancellation policy."

Include the rules, the exceptions, and what the agent should do in edge cases.

Location-Level Policies

Location-level policies with the same key as an org-level policy override the org-level version for that location. This lets you have a standard policy across your business with location-specific variations.

Example: Your org-level cancellation policy requires 24-hour notice. Your downtown location, which has higher demand, requires 48-hour notice. Create a location-level cancellation_policy for downtown.

When to Use Policies vs FAQs

• Policy — guides the agent's behavior: "What should you DO when..."
• FAQ — provides information to the caller: "What should you TELL them when they ask..."

If a caller asks "what's your cancellation policy?", the agent answers from the FAQ or policy content. If a caller says "I need to cancel my appointment in 2 hours", the agent follows the policy rules to determine if a fee applies.

You Can Also Ask Allison

You can manage policies by asking Allison — add new ones, update content, or delete them. For example: "Add a refund policy — services rendered are non-refundable, prepaid packages can be refunded within 30 days" or "Update our cancellation policy to require 48-hour notice instead of 24."