Write your store's selling rules in plain English on the Rules AutoBook Agent follows tab of How we sell, on Settings → Knowledge Base. AutoBook Agent follows every active rule in every conversation, and a rule wins over your answers, documents and website when they disagree.
How we sell is one section on Settings → Knowledge Base, with two tabs:
- About your store: nine questions about how your store sells and services cars. AutoBook Agent draws on the answers when a customer asks about that subject (covered in the Knowledge Base article).
- Rules AutoBook Agent follows: your selling rules in plain English, for example "Hold firm on our posted prices. Send discount requests to a salesperson." Every active rule is in front of AutoBook Agent in every conversation, on every channel.
Rules are per dealership: the store selected in the dealership switcher is the one you are editing. Changing them needs the knowledge permission (administrators by default).
Adding a selling rule
1
Open the rules
Go to Settings → Knowledge Base, open How we sell, and pick the Rules AutoBook Agent follows tab.
2
Write it
Press Add rule. Pick a category (Who we are, Pricing, When to bring in a person, Pace & pressure, Service or Other) and write the rule in plain English, up to 2,000 characters. One rule per idea works best.
3
Save it
Press Add rule under the box. It applies at the selected dealership straight away.
Choosing which rule wins when two disagree
Each rule card shows its rank. When two rules could pull against each other, the higher-ranked one wins, and AutoBook Agent is told the order. Use the up and down chevrons on a card to raise or lower its rank. When AutoBook spots two rules in the same category that may conflict, the card says so and asks you to set which one wins. The separate up and down arrows only move the card in the list; they don't change which rule wins.
Editing a rule or going back to an earlier version
Press the pencil (Edit) on a rule card, change the text, optionally say why in the box underneath (it shows in history), and press Save new version. Every edit is kept: the clock icon opens Version history, and Restore on any older version makes it the live one again. The old version stops guiding AutoBook Agent the moment it is replaced.
Turning a rule off
Press the red delete button on the card and confirm Deactivate rule. The rule stays in history but stops guiding AutoBook Agent. With no rules at all, AutoBook Agent uses its built-in selling behaviour; rules are for the ways your store differs from it.
What wins when things disagree
AutoBook's own safety and honesty rules always come first. After them, your rules outrank your knowledge: if a rule and one of your store answers, an uploaded document or a website page say different things, AutoBook Agent follows the rule. Numbers belong to their own settings: the Pricing desk decides how much AutoBook Agent may take off a car, the Finance desk whether and how it quotes payments, and the Trade-in desk what it may say about a trade (all on Settings → AutoBook Agent Sales & Finance). A rule is the right place for how you sell; a limit belongs on its setting.
Rules marked Enforced
Some older rules carry an Enforced badge (for example Enforced as a pricing cap or Enforced as quiet hours): they are linked to a matching setting, and the badge checks that the setting is still in effect. If it says no longer in effect, either edit the rule to match what the store does or press Stop enforcing this on the card, which removes the link and keeps the rule. New rules cannot set limits; set a limit directly on its setting (the Pricing desk ceiling, quiet hours on AutoBook Agent Autonomy).
Does this apply to all my dealerships?
No. Rules are per dealership, like most AutoBook settings. Each store writes its own. Add rule is greyed out until a dealership is selected.
What happens with no rules?
Nothing changes. AutoBook Agent's built-in selling behaviour is the default; your rules are for the ways your store differs from it.
Can a rule set a hard limit, like a maximum discount?
No. Write how you sell as a rule, and set limits on their own settings: the discount ceiling on the Pricing desk, quiet hours on AutoBook Agent Autonomy.
I can't see the rules tab.
How we sell needs the knowledge permission, which administrators have by default. Ask your account owner.