Overview
Commercial rules let you define what offers the AI can make and what latitude it has to negotiate — within boundaries you set. A campaign surfaces a fixed offer. A mandate gives the AI negotiating authority up to a defined limit. Both fire at contextually appropriate moments — triggered by what the customer is discussing or by data from their account. Neither fires indiscriminately.How it works
Commercial rules are evaluated on every message. When a rule’s trigger condition is met, it becomes active and the AI is given permission and guidance to use it in the response. Every use is logged in the audit trail.Rule types
Campaigns
A campaign is a fixed, time-bound offer. The AI presents it as configured — no variation, no negotiation. Use campaigns for:- Promotional discounts with a hard end date
- Seasonal offers
- Upsell offers tied to specific product contexts
Mandates
A mandate gives the AI negotiating authority within defined boundaries. You set the maximum concession — for example, up to 20% discount or one free month — and the AI negotiates within that range based on the conversation context. Use mandates for:- Retention conversations where flexibility improves save rates
- Upgrade incentives where the right offer depends on customer context
Trigger types
| Trigger type | Description |
|---|---|
| Topic-triggered | Fires when the conversation topic matches a defined intent — e.g. “customer is asking about cancellation” |
| Data-triggered | Fires when customer CRM data meets defined conditions — e.g. customer has been active for more than 12 months |
Relationships
Journeys
Journey stages define which commercial rules can fire within that stage — ensuring offers only appear in the right context.
Transactions
Every commercial rule use is logged — what was offered, what was accepted, what concession was made.
Knowledge Base
Topic triggers use semantic matching to identify when a rule should fire — the same mechanism as knowledge retrieval.
Configuration
Creating a campaign
Go to Campaigns in the portal → New campaign. Define:- Offer — what is being offered, in plain language the AI can use
- Trigger — topic or data condition that activates the campaign
- Active dates — when the campaign is live
- Journey scope — which journey stages permit this campaign (optional)
Creating a mandate
Go to Mandates in the portal → New mandate. Define:- Negotiating authority — the maximum concession the AI can offer
- Guidance — how the AI should approach the negotiation
- Trigger — topic or data condition that activates the mandate
- Budget tracking — optional total budget limit across all uses
Reference
| Concept | Description |
|---|---|
| Campaign | A fixed, time-bound offer presented as configured |
| Mandate | Negotiating authority within defined boundaries |
| Topic trigger | Activates when conversation topic matches a defined intent |
| Data trigger | Activates when customer CRM data meets defined conditions |
| Concession | The discount, credit, or benefit offered within a mandate |