How to use Additional Rules

Think of the additional rules as your "rulebook" for Sophie — guiding exactly how she should talk, behave, and respond to specific situations.
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​When to Use This Section Use Extra Information for:

Words or phrases Sophie should avoid (and replacements to use instead). Specific conversation flows or tone preferences. Dynamic behaviour rules (e.g., handling difficult callers). Any special policy or instruction that doesnʼt belong in other sections. Testing alternative versions of Sophieʼs behaviour.

Step-by-Step Instructions:

Step 1:

• Access the Extra Information Section by logging into the Sophiie-AI dashboard.

• Navigate to Train Sophiie > After Call > Additional Rules.

Step 2: Understand the Purpose In this section, you can:

• Define rules (e.g., behaviour, tone, phrases). Set languagepreferences and restricted words. Create conditional behaviours.

• Analogy: If Sophie were a person or a child you were training — this is where youʼd write down the “Doʼs” and “Donʼts.”

Step 3: Start a New Guideline Entry

• Type a # (hashtag) followed by the category, e.g.: #call guidelines

• Add your rules under it.

Example:

#call guidelines

- Don’t say “cheers,” instead say “thank you.” - Always address the caller by name if it is provided.

Step 4: Save as a Draft Once your rules are written, click SaveAs. Select New Draft. Name the draft with something descriptive, e.g., “Call Guidelines – Professional Tone” You can create multiple drafts for different situations or testing.

Step 5: Testing and Switching Guidelines

To test different approaches, create drafts with different rules and switch between them as needed.

Example: Draft 1 Friendly, casual tone. Draft 2 Strictly professional tone.

Step 6: Example Rule Types

Here are examples of what you might add to Additional Rules:

Word Restrictions

• Don’t say “cheers,” say “thank you instead.”

Behaviour Guidelines

• If the caller starts swearing, politely ask them to stop. If they continue, end the call

Flow Adjustments

• After greeting, always ask: “How can I help you today?”

Custom Instructions

• In support calls, always verify the customer’s order number before proceeding.

Step 7: Continuous Improvement

The Additional Rules section should evolve:

Listen to Sophieʼs calls as part of regular reviews.

If she says or does something undesirable → add a rule to prevent it in future.

If you think of a better response style → adjust the guidelines.

Best Practices:

• Keep rules clear, short, and actionable.

• Group rules under headings with hashtags for easy reference.

• Use plain language — Sophie follows exactly what you type.

• Review your guidelines monthly to ensure they still reflect your business needs.

• Keep different saved drafts for seasonal or campaign-specific adjustments.

Example Complete Entry

#call guidelines

- Greet with: "Hi, thanks for calling [Business Name]. How can I help you today?"

- Do not say “cheers.” Use “thank you” instead.

- If the caller is angry, maintain a calm tone and reassure them you can assist.

- For all service bookings, confirm the desired date twice before ending the call.

Quick Reference Checklist

• Access Additional Rules via Train Sophiie → After Call → Additional Rules

• Use # headings to organise rules.

• Save as a Draft for easy switching and testing.

• Continuously update based on call reviews.