Interceptors

Interceptors are rule-based overrides for moments where you do not want to leave behavior entirely up to the model.

What Interceptors Are Good For

Use interceptors when you need a predictable response to a predictable trigger.

Common examples:

• escalate when a customer asks for a human
• block unsafe or unsupported requests
• tag conversations that mention a key topic
• force a standard reply for a known question

How They Work

An interceptor matches text using keywords or regex-style patterns, then runs one or more actions.

Supported action types include:

• respond
• escalate
• tag
• block

Priority matters when multiple interceptors could match the same message.

When To Use An Interceptor Instead Of Editing Sources

Use an interceptor when:

• the behavior should be mandatory, not optional
• a compliance or support policy must always win
• you need escalation or tagging, not just a better answer

Use sources when:

• the problem is missing knowledge
• the agent needs more context, not a hard override

Practical Workflow

1. Find the repeated failure in Conversations or Feedbacks
2. Decide whether you need a response, escalation, tag, or block
3. Create the interceptor with the narrowest trigger that still catches the issue
4. Test it in Playground
5. Watch live conversations to confirm it fires as expected

Best Practices

• start narrow and expand only if you miss valid cases
• avoid overlapping interceptors unless priority is intentional
• keep rule names descriptive so other teammates know why they exist
• review old interceptors periodically so temporary fixes do not become permanent clutter

Related Docs

Conversations

Review chats, reply as human, and inspect voice sessions.

Playground

Test answers, retrieval, prompts, and overrides before production.

Agent Settings

Tune AI, retrieval, escalation, and voice defaults for one agent.