Engagement Rules
Engagement Rules decide when and how your AI agents talk to customers, and when they hand over to a person. They apply to the whole Touch Identity, so every AI agent shares them. Open Rules & Definitions → Engagement Rules. The page has a section menu on the left, and each section has its own link you can copy and share with a colleague.
Conversation Rules
- Topics to Always Address: areas the agent should always be ready to help with.
- Topics to Avoid: subjects to decline or redirect, such as competitors, legal matters or politics.
- Escalation Trigger Phrases / Situations: when these come up, the agent immediately offers a person. For example "cancel my contract", "lawyer", an angry customer.
- Max AI Conversation Turns: after this many turns the agent suggests a human handoff. 1 to 50, default 10.
- After-Hours Behavior: what happens outside working hours.
AI Only | Handles all conversations 24/7. |
Leave a Message | Collects contact details for follow-up. |
Schedule Callback | Offers to call back during business hours. |
FAQ Only | Answers common questions only, without resolving issues. |
Show Unavailability | Tells the customer you are closed and ends the conversation. |
Working Hours
Pick your Timezone, then switch each day on or off and set its start and end time. A closed day shows Closed. A new Touch Identity starts with Monday to Friday, 09:00–18:00.
These working hours shape how the AI agents behave. They do not route calls: to send after-hours calls somewhere else, add a time exception on the number's routing screen.
Voice & Tone
- Communication Tone: Professional, Friendly, Casual, Empathetic, Authoritative or Playful.
- Agent Persona Name: the name AI agents introduce themselves with.
- Custom Greeting Template: the opening line. Leave it blank to have one generated.
Contact & Escalation
- Escalation Email and Escalation Phone: where escalations go.
- Handoff Message to Human Agent: what the agent says when it transfers to a person.
- Additional Notes for AI: any other context, policies or instructions.
Saving
A Save button appears at the top as soon as you change something; refresh reloads the saved values. Only owners and managers can save. Saving any rule, greeting or escalation contact completes the Engagement Rules step in Recommended actions.
Coming soon: live AI agents follow the Engagement Rules in an upcoming release. Until then, set the agent's name in the agent editor (Give your agent a name callers hear) and put must-follow rules in its instructions.
On this page
- Engagement Rules