Writing rules
Writing rules are specific instructions Pip follows in every draft: things to always or never do. Set them under Settings > Writing style. The writing style controls how drafts sound; writing rules control what they say.
Example rules
- Never promise a specific delivery date.
- Include a link to the returns page when a customer asks about returns.
- Don't discuss other shops' products.
- Address customers by their first name.
Kinds of rules
What to say or avoid
- Never give medical or legal advice.
- Only quote prices from the price list.
- Don't share internal processes.
How to handle situations
- For a damaged item, apologise and explain how a replacement works.
- For order status questions, link to the order tracking page.
- For refunds over €100, say the team will follow up.
How replies are structured
- Keep replies under three short paragraphs.
- Use a bulleted list for more than two steps.
- End with an offer to help further.
Writing good rules
| Instead of | Write |
|---|---|
| "Be careful with money stuff" | "Never confirm a refund amount" |
| "Customers are important" | "Answer the customer's question in the first sentence" |
| "Handle complaints appropriately" | "For complaints, acknowledge the problem, apologise and offer a next step" |
Rules and approval
Writing rules shape the draft; they don't decide whether it is sent automatically. Settings > Automatic sending decides that, and a draft about a sensitive topic always waits for approval.
Checking the result
After adding a rule, read a few new drafts in the Inbox. If Pip doesn't follow a rule, make it more specific or remove rules that contradict it.