Configure deterministic FAQs and intent rules

What should be deterministic

Use FAQs and intent rules for facts that are known, repeated and safe to answer without interpretation. Examples include business hours, catalogue link, standard pack sizes, supported payment methods and verified dispatch policy.

Write high-quality matches

• Give each rule one intent.
• Add common spelling and language variants that genuinely mean the same thing.
• Avoid single broad words that also occur in unrelated messages.
• Set priority when multiple rules can match.
• Test both positive examples and messages that must not match.

Measure savings and quality together

Automation Efficiency reports deterministic matches, AI or MCP calls avoided, estimated tokens saved and fallbacks. A higher match rate is useful only when replies remain correct and customers continue progressing.