AI guardrails and review: flag shaky replies and step in when it counts.
MCM AI agents answer your customers around the clock. Guardrails spot replies that wander off script or sound unsure, so a person can look first and take over when needed.
- Flags off-script replies
- Your team steps in
- Rules you set yourself
Illustrative conversation
Every reply is checked before it matters
As an agent drafts a reply, guardrails sort it. Good answers go straight out, unsure ones wait for a quick look, and anything off script or sensitive goes to a person.
- Agent draft“Your appointment is booked for Tuesday at 10.”
- Agent draft“Our opening hours are 9 to 5.”
- Agent draft“We can probably refund that, I think.”
- Agent draft“I am not sure which plan that is.”
- Agent draft“I guarantee this will fix it forever.”
- Agent draft“Let me close your account right now.”
Illustrative replies.
A review queue your team will actually use
Flagged conversations land in one place with the reason beside each. Read the thread, then approve the reply, edit it or take the conversation over yourself.
Illustrative conversations.
Set the rules once, and the agent follows them
Say what your agent should and should not do. Guardrails apply your rules to every reply, on every channel, so you do not have to watch each conversation.
Asked about something unrelated, the agent politely steers back.
Illustrative rules.
Choose how closely to watch
Some teams want to see only the clearest problems. Others want a look at anything uncertain. Pick the level that suits each agent and change it whenever you like.
Only the clearest problems come to you.
An illustrative picture of 12 conversations, not a measured result.
Offer guardrails and review under your own brand
Launch the AI Agent Builder under your own logo and domain. Your customers review flagged replies in a console that carries your name and colours.
- Your logo in the review console
- Your domain on every link
- Your colours throughout
- Each customer's queue kept separate
- Queue
- Rules
- Agents
- Reports
- MayaUnsure answerReview
- DanielOff scriptReview
- AishaSensitive topicReview
Illustrative partner names
The questions teams ask on the first call.
What are AI guardrails?expand_more
AI guardrails are rules that keep an AI agent on track. They check each reply as it is drafted and flag any that wander off script, sound unsure or touch a sensitive topic.
What happens when a reply is flagged?expand_more
A flagged reply waits in a review queue, or the conversation is handed to a person, depending on your rules. Your team can approve the reply, edit it or take over the conversation.
Can I decide what gets flagged?expand_more
Yes. You set the rules, such as staying on topic, not promising prices or dates, and handing refunds and cancellations to a person. You can also choose how closely each agent is watched.
Does guardrails slow the conversation down?expand_more
Replies that are on script go out as normal. Only the ones that need a look are held, so most conversations carry on without waiting for anyone.
Does it work for voice and chat agents?expand_more
It is built for MCM AI agents, which answer phone calls, texts, WhatsApp and web chat. The same rules apply on every channel.
Can I offer guardrails and review under my own brand?expand_more
Yes. Partners launch the Comms APIs under their own logo and domain, so your customers review flagged replies in a console that carries your name.
Ready to keep your AI agents on track?
Talk to our team about AI guardrails and review in the Comms APIs, under your own brand.