Customization

Good customization makes support clearer for customers and easier for your team to review. Too much customization makes behavior harder to predict.

What You Can Customize

1. Tone and style profile.
2. Workspace default profile.
3. Routing behavior.
4. Channel draft/send mode.

Profile Setup

In AI Customization, choose or create a profile your team can use consistently.

A practical default profile is:

1. Clear and calm.
2. Short answer first.
3. Steps only when needed.

Non-Negotiable Safety Rules

1. Do not invent policy exceptions.
2. Do not claim actions that were not completed.
3. Do not share sensitive details without required checks.
4. Escalate when policy says a human should handle it.

Safe Way to Roll Out Changes

1. Test changes in Tools Playground.
2. Run a small canary group first.
3. Review outcomes with your team.
4. Expand gradually.

Small changes are easier to trust, measure, and maintain.

Next Step

Continue with How Replies and Escalations Work.