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A guidance card is one rule the agent should follow, written as a small, self-contained card instead of buried in the persona. Cards keep the persona short and make each rule something you can scope to a channel, reorder, and switch off on its own. A card is built from two parts:
  • Condition (optional) — when the rule applies: “a customer sounds upset”, “someone asks for a price”.
  • Instruction (required) — what to do: “reply gently and use their first name”, “point them to the pricing page instead of quoting a number”.
Together they read as “If condition, instruction”—or just the instruction, when there’s no condition.

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Two kinds of card

Each card shapes one of two things, set by its surface:
  • Conventions (reply surface) — shape how the agent replies. Tone, formatting, what to say or avoid, where to send people.
  • Scoped rules (classifier surface) — shape whether the agent replies at all. These feed the reply classifier: “don’t reply to thanks-only messages”, “always reply when someone mentions a refund”.
The editor’s surface toggle switches between the two.

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Categories

Conventions are grouped into a fixed set of categories. The grouping organizes the editor and the order the rules reach the agent—framing first, catch-all last: Scoped rules (classifier cards) aren’t categorized—they’re a flat list.
The Voice & tone category is for tone rules the agent applies as it writes. It’s separate from the agent’s standalone Voice & tone rewrite, which rewords the finished reply in a separate pass. Use cards for targeted, channel-scoped tone tweaks; use the rewrite when you want one brand voice applied to every reply.

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Scope a card to a channel

By default a card applies on every channel. Give it a channel scope to narrow it—for example, a “never quote prices” rule only on LINE, or a warmer greeting only on Instagram. A card with no channel scope applies everywhere; a scoped card applies only on the channels you pick.
Channel scope is the only targeting available today. A card is either global or limited to specific channels—there’s no per-customer targeting yet.

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Order and on/off

  • Reorder cards within a category to control the order the agent reads them.
  • Toggle any card off to retire a rule without deleting it—useful while you tune behavior.

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How cards reach the agent

At reply time the agent collects every enabled card whose scope matches the live conversation, then:
  • Conventions are grouped by category and added to the agent’s instructions as a Conventions section, right after the persona.
  • Scoped rules are added to the classifier’s reply-or-stay-quiet decision.
Because cards are scoped and ordered deterministically, the same conversation always assembles the same instructions—so they stay cheap to run.

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When to use a card vs. the persona

Keeping rules in cards means the persona stays a short, readable brief instead of a wall of edge cases.

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Next steps

Playbooks

Add a goal and a handoff on top of conventions

The reply classifier

How an agent decides to stay quiet

Create an agent

Where cards fit in the workspace