Guardrails are the rules the agent must keep even when a customer pushes. You write them in the Guardrails section of Build, then Instructions, under General.

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What goes here

Keep General for what the agent does, and put what it must never do in Guardrails. The seeded Guardrails for the Lead Qualifier and Sales Consultant templates are a good model:
The General template ships a shorter pair of rules about invented answers and sources.

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Writing rules that hold

  • One rule per line, each a complete sentence the agent can check.
  • State the outcome you want, not the reason. “Do not invent a price” beats “Prices change often.”
  • Add a rule when a Playground test shows a bad behavior, then test the same message again.
  • Do not repeat tool usage here. Tool mentions belong in General, and the mention list is not offered in Guardrails.

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Saving

Guardrails save with General through the same bar, Save changes. See Instructions.

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The Guardrails page

A separate Guardrails page exists at build/guardrails with the tabs Auto protection and Blocklists. It is not in the sidebar, and its settings are not stored or enforced yet. Do not rely on Rate limit, Spam detection, or Country blocking from this page. Use the rules above, and the domain allow-list on the website chat drawer.
The page shows controls for a message rate limit per device on the website chat, spam detection that would pause a conversation, and blocking visitors by country for website chat only. They describe planned behavior, and they have no effect today.

Data sources

Give the agent material to answer from.