Guidance
Tone, communication style rules, escalation and ticket closing.
Documents tell Dexbi what to say. Guidance tells it how to behave. Tone and communication style apply to both agents, unless you limit a rule in its Details. Escalation and ticket closing only apply to tickets.
The Guidance page has a tone card at the top and three sections: Escalation, Ticket closing and Communication style.
Tone
Click the card at the top to pick Dexbi's tone of voice:
Friendly (default), Neutral, Matter-of-fact, Professional or Humorous.
It saves as soon as you pick.
Communication style
Rules about how Dexbi words things: phrasing, formatting, when to ask a follow-up, when to refuse.
Click New, give the rule a title and write the instruction in plain sentences. Click Save. See Teach it your tone for examples.
Escalation
When Dexbi should stop and hand the conversation to a person. This section has settings and a list of rules.
On escalation
What Dexbi does when it hands over. Add up to 10 actions:
| Action | What it does |
|---|---|
| Ping a role | Pings a Discord role. |
| Ping a teammate | Pings one person with dashboard access who has linked Discord. |
| Send hand-off message | Posts a "Needs a human" card in This ticket or in a channel you pick. |
| Move to a category | Moves the ticket to a category. |
You can add Ping a role, Ping a teammate and Send hand-off message more than once, with different targets.
After escalated
For the rest of that conversation:
- Only reply when pinged (default)
- Keep replying normally
Rules for when to hand over
Each rule describes one situation, in plain words, where a person should take over. Click New to add one. Without at least one live rule, Dexbi never escalates.
On every message, Dexbi reads your rules alongside the recent conversation and hands over when it's clearly a match. The rule's own words decide, so a specific rule is followed precisely and a vague one gets judgment. See How escalation rules decide for examples.
Escalation only happens in tickets, and only when Escalate to staff is on for that ticket deployment. See Hand tickets to staff.
Ticket closing
What happens to the ticket channel after Dexbi closes it. There are no rules here, only the On close actions:
| Action | What it does |
|---|---|
| Move to a category | Moves the channel. |
| Rename the channel | Adds a prefix, like closed, so ticket-3500 becomes closed-ticket-3500. Use 1 to 20 lowercase letters, numbers or dashes. |
| Ping a role | Pings a role. |
| Ping a teammate | Pings a teammate. |
| Remove their access | Removes the member's access to the channel. |
| Delete the channel | Deletes the channel. It has to be the only action. |
Each action can be used once, up to 6 in total. When a ticket closes is decided by Smart close, set in Deploy.
Warnings you might see
- "Pick a role for Ping a role, or remove that action." An action has no target yet. Nothing in that list is saved until you fix it.
- "Dexbi can't change channels in this server yet." Give Dexbi's role Manage Channels in Discord, or move, rename, remove access and delete are skipped.
- "This role isn't mentionable, so the ping won't notify anyone." In Discord, turn on Allow anyone to @mention this role for that role.
- No longer available: the role, channel or category was deleted in Discord. Pick another one.
Editing a rule
Rules open in the same editor as documents. The instruction can't be empty. New rules are Live when you save.
The rule's Details panel has:
- Status: Live or Draft.
- Audience: only apply the rule for certain audiences.
- Channels: only apply it in certain channels.
- Agent access: apply it to the Ticket agent, the Public agent, or both.
A rule shows Off in the list when a connected AI app switched it off. The app can switch it back on.
Search
The search box finds rules by title.
Limits
Each plan has a limit on guidance rules. After a downgrade, Dexbi follows your oldest rules and skips the newest until you remove some or upgrade. See Plan limits.