Rules — who is monitored
Nobody is monitored until you say so. A rule pairs one agent with one brand, and optional keywords narrow the checks to the topics that matter.
Where to find it
Team → Agent monitoring → Rules. The tab opens on a short reminder of how checks work, followed by your rule list — or an empty state if nobody is monitored yet.
Adding a rule
Click Add rule and fill in:
| Field | What it does |
|---|---|
| Agent | The team member whose replies get checked. Pick from your enabled members — the list shows each person's e-mail and avatar, so two people with the same display name can be told apart. |
| Brand | Which brand's knowledge the replies are judged against. Selected for you when you only have one. |
| Keywords | Optional. Leave empty to check every reply. |
| Enabled | Lets you pause a rule without deleting it. |
Keywords
With keywords set, a reply is only checked if at least one of the words appears in it. Matching ignores capitals and matches inside longer words, so ship also catches "shipping" and "Shipment".
Use them to spend checks where being wrong is expensive — refund, warranty, price, delivery — and to leave everyday chatter alone. You can add up to 50 keywords per rule.
Rules only apply going forward
A rule takes effect the moment you save it — creating it, re-enabling it, or editing its keywords. Replies written before that point are never judged, even if they are part of a conversation that is still open.
This is deliberate: switching monitoring off for an agent, and later back on, will not go back and flag what they wrote while it was off.
Editing, pausing and deleting
- The switch in each row pauses and resumes a rule immediately.
- Editing a rule lets you change its keywords and whether it is enabled. The agent and brand are locked — to monitor a different pairing, add a rule for it.
- Deleting asks for confirmation and stops all future checks for that agent and brand. Existing flags are kept, so your history and reports stay intact.