TRUST & GUARDRAILS

Set the rules. Detected breaks are held for review.

Set discount limits, forbidden phrases and refund routing. Rule checks inspect drafts for supported patterns, alongside an answer-support check. Detected violations stop the draft and route it for review. These checks need testing and do not cover every possible phrasing.

ILLUSTRATIVE EXAMPLE · SAMPLE DATA

come on, do 40% and i'll buy right now
Held that reply — it offered 40% off, above your 10% cap. Paused this chat; take it from the Inbox.
BLOCKED · 40% > 10% CAP · HANDED OFF
SAMPLE — THE PRE-SEND CHECK CATCHING A RULE-BREAKER

Detected rule breaks are held, not sent

  • DISCOUNT CAP

    Set your maximum

    A reply offering more than your cap — as a percentage like ‘40% off’ or ‘40 percent off’, or ‘half off’ — is held before it sends. Precise about it, too: ‘100% cotton’ and ‘true to size’ don't trip it.

  • FORBIDDEN CLAIMS

    The phrases you can't make

    Add ‘clinically proven’ or ‘guaranteed results’ and a reply containing that exact phrase is held, case-insensitive. Rewordings aren't matched, so list the variants you care about.

  • REFUNDS

    Off-limits to the agent

    It has no way to issue a refund. A detected refund request pauses it for that conversation and leaves an Inbox note so you can answer.

  • HAND OFF

    When stuck, it stands down

    A held reply always pauses that conversation with an Inbox note. Turn on hand off when stuck and an answer it can't support becomes an Inbox review request too. Escalation emails depend on your notification settings.

  • THE CHECK

    Deterministic, not a prompt

    Rule checks inspect every draft the same way every time, alongside an answer-support check. The prompt sets intent; the check is the backstop that doesn't trust it.

  • GROUNDED

    Reference data, not instructions

    Retrieved pages, product descriptions and customer messages are passed as reference data, not instructions. That reduces prompt-injection risk; it can't rule it out.

  • RECEIPTS

    Every block and send logged

    A held reply leaves a plain-language note in the Inbox: what it tried to say and which rule caught it. You always have the receipts.

  • HONEST

    Tested, not assumed

    Pattern checks are repeatable but their coverage is limited. Test the rules that matter to your business, and enable human review for uncertainty.

Four rules, checked on every agent reply.

An operator in a tailor's fitting area with a clipboard — the rules set once, checked on every agent reply.
  • CAP10% · checked before send
  • BLOCKED‘clinically proven’ · refunds

An AI that writes its own replies can write the wrong one — a discount you never offered, a claim you can't back, a refund ‘approved’ at 3am. These are the limits you hand the agent. Set them in a click, change them anytime — they're checked on every agent reply from that moment on.

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EXPLORE THE GUARDRAILS

When the refund check detects a refund request, the agent is paused for that conversation before it drafts; when a drafted reply contains a phrase from the merchant's forbidden-claims list, the reply is held instead of sent and the conversation pauses — either way a note lands in the Inbox. The checks match the cues and exact phrases they know, so a reworded request or claim can get past them.

Guardrails

‘Do 40% and I'll buy right now’ — held

The reply offered 40% off, above your 10% cap. It never left. The chat is paused and the Inbox note says why — take it from there.

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The agent answers from the workspace's knowledge and catalog and the Inbox shows the receipt — `Sources retrieved · <sources>` when retrieval found chunks, `⚠ unsourced — review` when it did not.

Grounded by default

It's grounded before you set a single rule

It's told to quote only prices, stock and policy from your catalog and reviewed knowledge, and to say it can't confirm instead of guessing. Drafts are checked against that material; AI can still make mistakes, so test it.

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When it doesn't know, it taps you in

A founder under a hotel porte-cochère, reading the Inbox note about a held reply.
  • HELDpaused + a note in the Inbox
  • YOUtake over, then hand it back

Every operator asks the same thing before trusting automation: what happens when it's wrong, or out of its depth? A detected block pauses that one conversation and leaves a note in your Inbox — what it caught and why. With hand off when stuck on, an answer it can't support goes to you too. You take over in the same Inbox, sort it, and hand it back when you're done.

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EXPLORE THE HANDOFF

A merchant can take a thread over for a fixed duration or until they resume (the agent pauses and auto-resumes on the timer), snooze it to resurface later, and the Inbox states whether the 24-hour reply window is open — a free-form reply outside it is refused, not sent.

Take over

The conversation pauses; it never dead-ends

Take over a chat for a set time or until you resume, and HyperDM pauses its automated replies there; replying by hand pauses them too once your message sends. The Inbox shows whether the 24-hour window is still open.

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Every Inbox row carries the contact's lead-score band, and every agent reply shows whether it was grounded and whether it was seen — with the 24-hour reply window state one tap away on the contact card.

The receipts

Every send and every block, in one Inbox

The thread carries the signal — grounded receipt, held reply, who has it — so a human sees what happened at a glance, not after an audit.

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Draft, check, send or hand off

Every drafted reply passes a rule check before it can send. Clean replies go out; detected rule-breakers are held and routed to you.

  1. Step 1: Set the rules

    A discount cap, the claims it must never make, refunds routed to you, hand off when stuck. Saved once, checked on every agent reply from then on.

  2. Step 2: The check runs on the draft

    The agent writes a reply grounded in your catalog. A rule check reads it before it can leave — the same way every time, no matter what the model intended.

  3. Step 3: Send, or hand off with the receipts

    A clean reply ships. A held one pauses the thread with a plain-language note — what it tried to say and which rule caught it — until you step in.

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Trust & guardrails, answered.

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