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A rule is something an agent always does or never does, such as never offering a big discount without your OK. A skill is a set of steps it follows for one kind of task, such as the first steps with a new wholesale customer. Give them to one agent, and it works your way in every chat. This guide gives Northwind’s sales agent a discount rule and a skill for wholesale inquiries, tests them in a chat, then deletes the rule and brings it back.

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Open the agent

Click Memory in the left rail, then the agent’s name under Your AI team. Its Details tab lists its Rules and Skills, each with a New rule or New skill button.

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Add a rule

1

Click New rule

Under What should the agent always do, or never do?, write the rule in one or two sentences.
2

Say why

Under Why?, say what the rule protects. It is optional, but it helps the agent apply the rule well, for example to see when a request is close to the line.
3

Check its name, then add it

It will be listed as shows the name the rule gets in the list, taken from its first sentence. Rename changes it. Then click Add rule.
A new rule for the sales agent: Never offer a wholesale discount above 10% without Jamie's OK, and Why: Wholesale margins are thin, so Jamie approves anything bigger, outlined; below, It will be listed as with Rename, and the Add rule button outlined

The sales agent's discount rule

The rule only applies to this agent. For a rule every agent should follow, click Add it to Shared with every agent instead. The rule opens on its own page. Edit changes it, History shows each version, and Ask the agent about it opens your chat with the agent.
The rule's page: Rule, followed only by the sales agent, the rule's name, followed in chats and not on phone calls, outlined; Edit, History and Ask about it; and the rule with its why, outlined

The rule, and where it is used

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Add a skill

Click New skill. Under What should the agent do, step by step?, write the steps in order, one on each line. Add a Why? if you like, give the skill a clear name with Rename, and click Add skill.
A new skill for the sales agent: When a café, restaurant, hotel or office asks about wholesale, four numbered steps, and Why: Every wholesale lead should get the same first steps, outlined, with the Add skill button outlined

The first steps with a wholesale inquiry

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Test them in a chat

An agent uses a new rule or skill from its next conversation. Open Chat with and the agent’s name, start a new chat with the + button, and ask something the rule covers. Here Northwind asked how to answer a hotel that wants 20% off. If the agent changes one of its rules or skills while you chat, a card above the chat says so, with Open it and Undo this change.
The sales agent's answer to a hotel asking for 20% off, outlined: don't commit to 20% on the spot, any discount above 10% needs Jamie's approval, and first qualify their volume and delivery location

The sales agent follows the new rule

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Change or delete a rule

  • Change it: open the rule and click Edit.
  • Take back one change: click History. Each change after the first has Undo this change, which takes back only that change and keeps later edits.
  • Delete it: click the trash can at the top of the rule, then Delete.
Delete this rule? You can bring it back from Recently deleted, with Keep it, and the Delete button outlined

Deleting a rule

To bring a deleted rule or skill back, open the agent, click More at the top right of Memory, then Recently deleted, and click Bring it back under it.
The More menu open, with More and Recently deleted outlined

More, then Recently deleted

Recently deleted: the discount rule, Deleted Oct 21, 2026, 11:09 AM by Jamie Holloway, with its text, outlined, and the Bring it back button, outlined

Bring it back

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Good to know

  • Chats, not calls. An agent’s own rules and skills are used in its chats, and the rule’s page says whether phone calls use it.
  • Who can change them. Owners and admins, and teammates whose role lets them edit that agent.
  • Facts go elsewhere. Things every agent should know, such as your hours or your minimum order, belong in About your business.
  • More: Ask Your Chief of Staff to Get Something Done.