Introduction
Agent Rules are the decision-making engine of your StateSet agents. They enable sophisticated, context-aware behaviors that adapt to customer needs, business policies, and real-time conditions. This guide will show you how to create rules that make your agents truly intelligent.What are Agent Rules?
Rules define how your agents respond to specific situations. They work on an “if-then” basis but can incorporate complex logic, multiple conditions, and sophisticated actions. Think of rules as your agent’s decision tree—guiding every interaction toward the best possible outcome.How Rules Work
Rule Execution Flow
Why Rules Matter
Consistent Responses
Ensure every customer gets the right answer, every time
Business Logic
Embed your policies and procedures directly into agent behavior
Dynamic Adaptation
Adjust responses based on context, customer history, and real-time data
Getting Started
Prerequisites
- StateSet account with API access
- At least one agent created
- Understanding of your business rules and policies
Installation
Creating Rules
Basic Rule Structure
Every rule consists of:- Name: Unique identifier
- Conditions: When the rule should trigger
- Actions: What should happen
- Priority: Order of execution
- Scope: Where the rule applies
Simple Rule Example
Let’s start with a basic rule for handling refund inquiries:Complex Rule with Multiple Conditions
Here’s a more sophisticated rule that considers customer history and order value:Advanced Rule Patterns
Time-Based Rules
Create rules that adapt based on time of day, business hours, or dates:Dynamic Routing Rules
Route conversations based on content and context:Compliance and Security Rules
Ensure sensitive data is handled appropriately:Rule Conditions
Condition Operators
StateSet supports a comprehensive set of operators:Complex Condition Logic
Combine conditions with AND/OR logic:Rule Actions
Available Action Types
Action Sequencing
Control the flow of actions:Testing Rules
Rule Testing Framework
Rule Management
Rule Versioning
Keep track of rule changes:Bulk Rule Operations
Manage multiple rules efficiently:Monitoring & Analytics
Rule Performance Tracking
Best Practices
1. Rule Priority and Order
2. Performance Optimization
3. Error Handling
Common Patterns
Customer Segmentation Rules
Contextual Help Rules
Troubleshooting
Common Issues
-
Rules Not Triggering
- Check rule priority and order
- Verify conditions are correctly formatted
- Ensure rule is enabled and not expired
-
Conflicting Rules
- Use priority levels to control execution order
- Implement exclusive rule groups
- Add conflict detection in conditions
-
Performance Issues
- Optimize complex regex patterns
- Use caching for expensive operations
- Limit the number of active rules
Next Steps
Pro Tip: Start with simple rules and gradually add complexity. Use the testing framework to validate rules before deploying to production.