What happens on a call
1
A shopper starts talking
The shopper opens the assistant on your website, calls your phone number, or messages your WhatsApp number. The
assistant greets them with its first message, which should tell them they are speaking with an AI assistant
and that the call may be recorded (see First message).
2
The assistant answers from your store and your documents
It follows its instructions and uses the knowledge it has been given, such as your policies, FAQs and product
details. See Knowledge.
3
Tools look things up
When it needs a fact, the assistant uses a tool: it searches your products, looks up an order for a customer
who is logged in to your store (or who gives the order number with the billing email and postcode on it), or
checks a coupon code. When tools are switched on for your account, your own tools can be added too. See
Tools.
4
The conversation is saved under Calls
When the conversation ends, it appears under Calls, with the recording when one exists, the
transcript, a summary, the outcome, how the customer felt and the details the assistant collected. The actions
the assistant took, such as looking up an order, are shown in the transcript.
Where shoppers meet it
Your assistant can also call your customers, with a campaign you launch or an
automation you switch on, always within the rules described below.
What it can do
Find products
Searches your catalogue by meaning, not only by exact words, and points the shopper to the right product.
Answer order questions
For a customer logged in to your store, or one who gives the order number with the billing email and postcode
on it: the status of their own orders, and the tracking number when your store records one.
Check coupon codes
Tells the shopper whether a coupon code is valid.
Answer from your documents
Uses the knowledge you give it, such as your policies and FAQs. See Knowledge.
Take refund requests
Records the request for your team. A person approves every refund; nothing is refunded automatically. See
Refunds.
Call your customers
Campaigns call the people you choose, only within the rules that protect them. See Campaigns.
What it will not do
- It never refunds money. It records the request, and you decide. Approving in the portal only records your decision: you refund the order in your store and tell the shopper yourself. See Refund requests.
- It does not give order details to just anyone. Only a customer logged in to your store, or one who gives the order number together with the billing email and postcode on that order, hears about it. A refund request can be recorded only for a shopper your store has recognised.
- It never contacts someone who asked to stop, has no recorded consent for that channel, or is outside their calling hours. See How calling rules protect your customers.
- It never starts a WhatsApp conversation with free text. WhatsApp only allows a business to start with a template Meta has approved. See WhatsApp templates.
- It cannot transfer a website or WhatsApp conversation to a person. Transfer to a person works on phone calls only.
What RuleInside manages and what you control
Our team builds your main agent and keeps the parts that make it work in our hands, so an edit cannot break them:- the store tools (product search, order look-up, coupon check), which always stay on the agent;
- the knowledge documents we add, marked Managed;
- our sections of the agent’s instructions, and the language model it uses;
- what happens when a call reaches voicemail (our policy is that the agent hangs up and leaves no message).
- Your role. Only an owner can change agents. A member can open everything and read every setting, but cannot change how the assistant works. See Who can do what.
- The edit level. Every agent has one of four levels, shown as a badge in the agent editor. Each level includes the ones above it:
Your main agent, marked Managed, keeps the level our team set for it. Agents you create yourself always start at
Full control. The full list of settings for each level is on Edit levels.
Outside the agent itself, owners also run the website widget, phone numbers, WhatsApp, contacts, campaigns,
automations, refund decisions, connections and billing.
The rules that protect your customers
Every outbound call and every outbound WhatsApp message is checked, person by person, just before it goes out. You do not switch these checks on: they apply to every account.- Your store has confirmed, under Settings, Calling consent, that it may contact its customers. Until an owner confirms, nothing outbound is sent.
- The person has not opted out on that channel.
- Their number is not on your do-not-call list.
- A lawful basis is recorded for that channel. Consent to calls and consent to WhatsApp are separate.
- For calls, it is within your calling hours, in the person’s own time zone (8:00 to 21:00 unless you set other hours).
- The person has not been contacted too often, and your account is within its daily limit.
Where it runs
RuleInside works with WooCommerce and FluentCart stores. The website assistant runs inside its own frame on your page, separate from your store’s code. A WooCommerce store owner can connect the store from the portal; a FluentCart store is connected by our team. See Connections.Next steps
Your first agent
Work through the first-day checklist.
Agent settings
Every setting in the agent editor.
How calling rules protect your customers
The checks before every call and message.
Glossary
The words used in the portal, in plain terms.