There is a new AI Instructions page in your dashboard. Your refund and booking policies say what to do when something happens. These say how you work — the things you would have to explain to a new receptionist on their first day.
“We only take MOT bookings on weekday mornings.” “Never quote a price over the phone.” “Always ask which branch they mean.” Write it exactly as you would say it to a member of staff, and your receptionist follows it word for word.
Each rule is separate, and each can be switched off without deleting it. You choose when it applies — every conversation, or only bookings, cancellations, refunds, orders or prices — so a booking rule is never in the way on a refund call. You can mark a rule as something the assistant must never do, and set which rule wins when two of them pull in different directions.
Anything involving money can be set to hand over to you. Mark a rule “hand this to a person” and your receptionist will state it and pass the matter to your team rather than acting on it itself.