Rules & knowledge
The operating brief behind every agent. What goes in it, how your services are mapped, and how to send a change when a price or policy moves.
On this page
Agents follow written rules, not a guess at what you would want. Those rules live in an operating brief: one page per job, in plain language, that your team reads and agrees with before the agent goes live.
#What is in an operating brief
| Section | What it answers | Example |
|---|---|---|
| Trigger | What starts the job | An unanswered call after 4 rings |
| Goal | What finished looks like | A booking written and confirmed by SMS |
| Inputs | What the agent needs to know | Service, provider, location, preferred time |
| Allowed actions | Which tools it may call | Check availability, make a booking |
| Stop conditions | When it must hand over | Complaint, refund, off-menu request |
| Handoff owner | Who receives the thread | Front desk manager, replies within 15 minutes |
#Knowledge we train on
The agents learn your operation, not a generic script:
- Your menu, durations and price list.
- Policies: deposits, cancellations, late arrivals, what a new client needs before booking.
- Opening hours per location, holidays and what changes after close.
- The answers your best desk person gives without thinking.
- Past calls and messages, so the agents hear how your customers actually ask.
#Service mapping
Customers rarely use your menu's names. They say "the usual", "a trim and tidy" or "a table outside". During configuration we map those phrases to bookable services with the right duration.
Where a mapping is unsafe, the agent asks one clarifying question instead of guessing:
Can I book a colour with Jess on Friday?
Happy to. Is that a root touch-up, or a full colour? They take different amounts of time.
Just roots
check_availability → Jess · root touch-up (60 min) · Friday
#Writing good rules
Make rules observable
Write "a caller mentions a refund or a charge they dispute", not "the caller seems upset". The agent can check the first. Nobody can check the second.
Give every stop an owner
A stop condition with nobody behind it just moves the problem. Each one names a person or role, and how fast they can realistically reply.
Say what the agent tells the customer
Each handoff has a sentence the agent says when it passes the thread on, so the customer knows what happens next and when.
Prefer a refusal to a guess
A correct "that slot isn't available, here are two that are" is a good run. A wrong booking is not.
#Changing a rule or price
Send changes as you spot them: a stale schedule, a new price, a policy that moved. Email the change to your LLDTEK team at hello@lldtek.com with the service or rule it affects. We update the brief, re-run the saved test cases that touch it, and confirm back to you.