AI layer and additional rules
What the AI layer is and how you use it to set additional campaign rules the voice agent follows within the script.
Last reviewed: 2026-07-22
What the AI layer is
The AI layer extends the script with additional campaign rules. While the script defines the conversation flow, the AI layer defines how the voice agent should behave within that flow. The two work together: the script provides the structure, the AI layer the additional behavioural rules.
What you use the AI layer for
In the AI layer you store rules that apply to the whole conversation but do not belong in the flow of the script. Typical examples:
- the desired tone and style of the conversation;
- topics the agent should not raise;
- how to handle uncertainty or missing information;
- when a callback request should be recorded.
These rules apply in addition to the script and the campaign goal. They do not replace any of the other building blocks.
Limits of the AI layer
The AI layer extends the agent's behaviour within the permitted limits. It does not override the basic rules. Even with additional rules, the agent may not invent offers, deviate from the campaign goal, bypass compliance rules or invent information that does not exist.
Facts still belong in the knowledge, not in the AI layer. Use the AI layer for behaviour and the knowledge for content. That way each building block stays understandable on its own and is easier to maintain. If facts change, you adjust the knowledge without touching the behavioural rules.
Formulating rules clearly
Phrase each rule concisely and unambiguously. Limit yourself to rules that are genuinely relevant during the conversation, and avoid instructions that contradict one another. At campaign start, the AI layer is saved as part of the versioned campaign state, so it stays traceable under which rules a conversation was held.
Hinweis: Keep the rules in the AI layer clear and free of contradictions. Conflicting rules make it harder for the agent to respond clearly.