Skip to content

Write a rule in plain language

The offer card is the console's view of a rule: one plain-language sentence per field, such as "Customers whose Months at data limit in a row is at least 2". You can change each field with its controls, or type what you want in your own words and have it translated into the rule. This document describes the card's fields, how to change a field in your own words, and what each kind of answer means. To create a rule from the start, see Create a rule.

The examples on this page use a mobile carrier's sales agent, which offers an unlimited data plan to prepaid customers who keep running out of data.

Before you begin

  • Offer Manager must be enabled for your org. See Availability.
  • You need the editor, admin, or owner role in the org to save a change. A viewer can open a rule and read its card.
  • Describe the agent's attributes. Translation reads their labels and descriptions to decide which attribute you mean.
  • Give each of the agent's moments a description of when the agent reports it. Translation matches "after a billing question" to moments by their names and descriptions.

The offer card

Each field shows what the rule does now, written from the saved rule with the names of its agent, moments, offers, and attributes. The sentence changes as you edit, and it never comes from what someone typed.

Field What it decides Example
Agent The agent the rule belongs to. Set when the rule is created. Sales agent
Offer The offers the rule can show, and how it chooses among several. Unlimited data, $10 more a month
Who sees it The customers the rule is for, from the attributes the agent sends and each customer's past responses. Customers whose Plan is Prepaid and whose Months at data limit in a row is at least 2
When The moments the agent reports at which the rule applies. When your agent reports: After a billing question
Where The channels the rule serves on. Only on RCS
Not shown to The customers removed from Who sees it. Anyone who declined this offer in the last 30 days
How often How often one customer can see the rule's offers. At most once every 30 days for each customer
Schedule The dates, days, and hours the rule serves, in your org's time zone. Weekdays, 9 AM to 5 PM
Priority How the rule ranks against other rules at the same moment: High, Normal, or Low. Normal

When always reads "When your agent reports", because the agent decides when a moment has arrived. Offer Manager doesn't detect what a conversation is about.

Under a field that depends on data, the card notes what it uses, such as how often the agent sends an attribute at the rule's moments. A field that uses an attribute the agent hasn't sent recently, or one no one has described, is flagged.

At the top of the card, Summary sums up the whole rule in a sentence or two. It is written after each save, from the saved rule. Until the summary of the latest save is ready, the card says so, and the fields below it read the rule as it is. In the rules list, a rule you just saved shows Summary updating until its new summary arrives, usually within seconds. While you have unsaved changes, the summary still describes the saved rule.

The Advanced tab shows the same rule field by field, with the sentence beside each part and the exact data a save sends. Edits on either tab change the same draft.

Change a field in your own words

  1. In the console, in the Offer Manager section, click Rules, and open the rule.
  2. On the field you want to change, such as Who sees it, click the sparkle button beside Edit.
  3. In the In your own words box, write what you want, such as prepaid customers who have hit their data limit two months in a row, and press Enter or click Read it back.
  4. Read the answer below what you wrote. For a change Offer Manager can make, it shows the field as it reads Now and as it would read (New), with the estimated reach of the changed draft beside it.
  5. To keep the change in your draft, click Use this. To try again, click Change my words; to drop it, click Discard.
  6. Click Save.

Translation changes only the field you are editing, and it saves nothing. The accepted change is part of your unsaved draft until you click Save, like a change made with the field's controls, so you can still adjust it or leave without saving.

Write the instruction the way you would brief a colleague. Name the customers by what the agent knows about them, such as their plan or their recent responses to this offer. Translation uses only the attributes in the agent's catalog, its moments, and your org's offers.

What the answer can be

Answer What you see What to do
A change The field as it reads now and as it would read, with the estimated reach. Any attribute the agent doesn't send yet, hasn't been described, or sends rarely is noted. Compare the sentence with what you meant, then click Use this or rewrite the instruction.
A question One question with two to five answers, such as "two months in a row, or any two of the last three?" Click the answer you meant, or type one under Or answer in your own words and click Answer. The field is translated again with your answer, and with any answers you gave before.
Missing data What the agent would need to send or report, such as an attribute or a moment, how the field would read once it does, and a note drafted for the agent's team. See the next section.
Not possible "Offer Manager can't do this", why, and the nearest rule it can write, when one comes close, such as a 90-day window for "in the last year". A request about what the customer says or feels has none. Click Use this instead if the nearest rule fits, or click Change my words.

Read the sentence, not your instruction, before you accept. The sentence is what the rule will do. An instruction can be read in a way you didn't intend, and the sentence and the estimate are how you catch it.

When the data is missing

Some instructions need data the agent doesn't send. For example, "customers whose contract ends within 60 days" needs a contract end date. In that case, the answer names what is missing, proposes it, such as an attribute contract_end_date of type date, and drafts a note to the team that runs the agent, saying what to send and when.

To accept the proposal, click Register and use. The attribute is added to the agent's catalog as documented but not yet received, or the moment is added to the agent, and the change goes into your draft: on When, the new moment is added to the rule. The rule matches no one on that condition until the agent sends the data, and the card says so. Click Copy on the drafted note and send it to the agent's team so that they start sending it.

The words a field was written from

When you save a field you changed in your own words, the rule keeps your words with it. The field then shows Written from: and the words, and before you save, From your words:. A field the copilot changes keeps the words of your request to the copilot. If the field later changes with its controls, through the API, or from the command line, it shows Out of date: the words may no longer describe it. The field's sentence is always current; only the stored words go out of date. A field you change on the Advanced tab, in an approval you edit, or with Use this instead, is saved without words, and its earlier words are removed: the nearest rule doesn't do exactly what your words say. When the copilot asks to change a rule, the approval shows each changed field's words before and after.

Check the estimated reach

Estimated reach, at the top of the rule editor, shows how much of the agent's recent traffic the draft would match. It updates as you edit, before you save. "No one" or "everyone" usually means the instruction was read in a way you didn't intend, or that the agent doesn't send the data the rule needs. See Read a rule's estimated reach.

What's next