Set your representative’s rules
Tell Zinley how to handle conversations for you: its purpose, what it can share, and when it must ask. Keep those instructions separate from the controls for replies, voice, and account authority.
Open it
Open Home → Chat to add or change an instruction. Open Settings → How your agent works for acting behavior, email replies, copying you, and voice. The row includes your agent’s name.
1. Give a specific rule
Describe the situation, allowed response, private information, and escalation point:
“When a customer asks about an appointment, collect the service and preferred times. Do not confirm a booking or quote a price until I approve. Never share my personal phone number. Tell me what needs my decision.”
Say whether the instruction applies to one conversation or should be remembered for future conversations. Ask Zinley to show the saved wording. A reply saying it understands is not proof that a lasting rule was saved.
2. Check the settings that also apply
| Control | Check |
|---|---|
| Ask me first or Go ahead, then tell me | When eligible actions require review. Read Authority and approvals. |
| Email replies | Whether incoming email triggers a reply. Read Email behavior. |
| Copy me | When you are copied on outgoing email. |
| Voice | Which available voice is used; preview and verify the intended call mode. |
| Your numbers & emails and Blocked | Which identities count as you, and which contacts are refused. |
A rule does not connect a service, purchase a number, grant someone owner access, or override required approval. A line-specific option may have a narrower scope than an account setting.
3. Verify the saved behavior
Review What your agent knows about you on desktop or About you on mobile for the saved context available in your version. Use How I do things for saved methods and workflows. Open entries to inspect their actual wording.
Try a harmless message or call from an address or number you control. Inspect the reply, recipients, disclosures, and History receipt. Check that the agent asks at the boundary you specified.
Change or remove a rule
Continue in Chat and name the exact rule to replace or remove. Inspect the confirmation and saved entry; use its removal control when offered. Restate important limits in an active task too.
The old separate Rules page is retired in current mobile navigation. Follow the current Chat and Settings paths above. Removing an instruction does not recall a sent email, undo a call, or cancel work already in progress; stop or change that work separately.
If the rule is not followed
Check the account, line, sender identity, saved instruction, and applicable reply setting. Keep the conversation or receipt and note the expected behavior. Use the support playbook with the timestamp and exact discrepancy.