Skip to content
/

Custom AI Rules & Brand Voice

Define system instructions, prohibited topics, refund limits, and custom tone of voice for the AI.

1 min readUpdated August 2026
On this page

You can guide how Kognit AI behaves using custom system instructions and strict guardrails.

Setting Brand Voice & Tone

  1. Open AI Brain and switch to Brand Voice & Rules.
  2. Select a base tone:
    • Friendly & Empathic (Warm, conversational, helpful emoji usage).
    • Concise & Direct (Minimalist, fast answers, zero fluff).
    • Formal & Professional (Corporate and authoritative for B2B/Enterprise).

Guardrails & Hard Boundaries

You can configure strict rules that the AI will never violate:

`markdown

  • NEVER promise refunds exceeding $50 without human supervisor sign-off.
  • Always recommend sizing up for oversized hoodie collections.
  • If a customer mentions "legal action", immediately escalate the ticket to tier-3 human queue.

`

The AI adheres to these rules across all communication channels (Email, Live Chat, WhatsApp, and Voice AI).

Was this page helpful?

Related

Import Knowledge Sources & DocumentsFeed URLs, policy documents, PDFs, and spreadsheets into your AI Brain for grounded customer responses.How Autopilot decidesThe exact logic behind whether the AI answers a customer, drafts for review, or escalates to a human.