Set rules for every agent

Each agent has its own tool settings. With several agents, some things are better settled once: sending email always asks first, nobody books appointments, refunds over ₹2,000 wait for a person. Those are workspace rules.

You need the Owner or Admin role to change them. Everyone in the workspace can see them.

Set them

Open Settings, then Rules:

• Always ask first: pick the actions that wait for a person in Tasks, whatever each agent is set to. You can pick replies to customers, sending an email, notifying your team, booking an appointment, remembering something, Connected app actions (all of them) and Your own tools (all of them).
• Switched off for every agent: pick the tools no agent may use, even one that has them turned on.
• Approval limits for every agent: an action with an amount in it, such as a refund, waits for a person when the amount is over your limit. It works like an agent's own approval limit, for every agent that uses the action. You can pick your own tools that take a number, and connected-app actions that any agent uses.

Select Save rules. New runs of every agent follow them straight away; there is nothing to publish.

How rules and agents' settings mix

• The stricter one wins. A rule can only make an agent more careful. If an agent's tool runs freely and a rule says ask first, it asks. Nothing a rule says makes an agent ask less.
• The agents' own settings stay as they are. Removing a rule brings each agent's setting back.
• In the agent builder, a tool a rule controls shows Asks first by a workspace rule or Off by a workspace rule, and its setting can't be changed there.
• Replies to your own team in Team chat, Slack, bulk runs and AI table columns still go straight back. A rule to ask first before replying holds replies to customers: website chat, share links, WhatsApp, email and the run API.

Good to know

• Every change is recorded in Settings, then Activity, with who made it.
• Workforces too: each agent in a workforce follows the rules.
• Rules apply to agents, not to running your own tools directly through their form or API.