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Guardrails are the rules an agent must never break, whatever a customer asks and whatever sits in Knowledge, Skills or a tool result. Every message passes through them before it is sent, and a triggered guardrail blocks or escalates the reply.

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Where to find them

Guardrails sit in the Persona tab, below Instructions. Open Agents from the workspace sidebar, select an agent, open Persona, then scroll down to Guardrails. Each guardrail has a name and a single rule, and you add a new one with the plus button on the right.

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What goes in a guardrail

  • Privacy limits, such as withholding account details until identity is confirmed.
  • Legal limits, such as not making price comparisons.
  • Escalation limits, such as not promising a refund above 30 percent without approval.
  • Safety limits, such as never sharing a customer’s identity with a third party.

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Examples

These are real guardrails from a live workspace:
  • Address Sharing stops the agent giving out the exact address unless the guest has a confirmed reservation.
  • Pre-Stay Message Restriction stops it telling guests to enjoy their stay while the dates are still in the future.
  • Discount and Price Change Restrictions stop it offering a discount or changing the reservation price unless something else explicitly authorises it.
  • Recommendation Availability Rule stops it recommending places that are not in the listing information.
Write them in absolute language. A rule that only applies sometimes belongs in a Skill.

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Skill or guardrail?

A Skill fires when a scenario matches, such as explaining that identity verification is required when a customer asks for account details. A guardrail applies to every reply, such as never sharing account details without verified identity.

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What belongs somewhere else

  • Product and property facts belong in Knowledge.
  • Conditional instructions belong in Skills.
  • Tone and character belong in Persona.