Team › Rules decides what counts as a break of your team’s rules, and lists every break with the words that broke it. It is visible to owners and admins only — tell your team when you switch rules on.
Switch on a rule
- Open Team › Rules and the Rules tab.
- Switch on any of the five:
- An agent writes a forbidden word — add words in Add a word, press Enter, or tap a suggestion such as «cash» or «bank transfer».
- An agent shares a phone number, email or bank account — your own numbers and your team’s addresses are allowed.
- An agent is online but answers nothing for 15 to 120 minutes while customers are waiting.
- An agent replies outside their working hours — set each person’s hours in Team › Performance (click a name).
- An agent exports customers or erases data — owners are never flagged.
- For each, choose how serious it is: Info — on this page, Warning — tell me or Critical — tell me at once.
Review the breaks
- Open the Rule breaks tab. Not reviewed shows what is new; All shows everything.
- Read the highlighted words, press Open to go to the conversation, then press Mark reviewed.
Good to know
- Who hears about a Warning or Critical is set in Account › Notifications › Your team. Info stays on this page.
- Forbidden words are checked on every message an agent sends, in every language.
- An agent whose Team level is + Audit log can read the rule breaks, but cannot change rules or mark them reviewed.