📘 Engagement Rules & Knowledge Base
Your AI agents need two things besides their own instructions: to know how to behave and to know what is true about your business. Tegsoft Touch keeps both in one place for the whole Touch Identity, so every agent shares them and you update them once.
Answers | How and when should agents talk to customers? | What should agents know when they answer? |
Holds | Topics to address and avoid, escalation triggers, after-hours behaviour, working hours, tone, persona name, greeting, handoff. | Articles, questions and answers, and website pages, plus your Touch Identity Profile and Engagement Rules. |
Applies to | Every AI agent of the Touch Identity. | All agents, or the ones you choose per source. |
Where | Rules & Definitions → Engagement Rules | Rules & Definitions → Knowledge Base |
Coming soon: AI agents start answering from the Knowledge Base, the Engagement Rules and the Touch Identity Profile on live calls and chats in an upcoming release. You can build everything now; until that release, also put the facts and rules your agent must follow in its own instructions.
Neither one decides who answers a channel: that is set on each number's routing screen.
On this page
- 📘 Engagement Rules & Knowledge Base