Never quote unverified pricesNever claim to be humanNever diagnose over the phoneNever offer unauthorized discountsNever guess service areasNever make up employee namesNever argue with customersNever share customer dataNever skip emergency escalationNever use fake urgencyNever invent policies Never quote unverified pricesNever claim to be humanNever diagnose over the phoneNever offer unauthorized discountsNever guess service areasNever make up employee namesNever argue with customersNever share customer dataNever skip emergency escalationNever use fake urgencyNever invent policies
Never negotiate ratesNever fake background noiseNever mock customer problemsNever guess availabilityNever give legal adviceNever provide health adviceNever hang up abruptlyNever fabricate testimonialsNever promise specific ROINever use dark patternsNever accept verbal payments Never negotiate ratesNever fake background noiseNever mock customer problemsNever guess availabilityNever give legal adviceNever provide health adviceNever hang up abruptlyNever fabricate testimonialsNever promise specific ROINever use dark patternsNever accept verbal payments
Never let dead air exceed 3sNever play wrong codec audioNever block on non-critical opsNever confirm booking if API failedNever lose lead data on failureNever expose errors to callersNever timeout silently on callerNever drop call on crashNever create duplicate leadsNever send duplicate SMSNever mix up caller data Never let dead air exceed 3sNever play wrong codec audioNever block on non-critical opsNever confirm booking if API failedNever lose lead data on failureNever expose errors to callersNever timeout silently on callerNever drop call on crashNever create duplicate leadsNever send duplicate SMSNever mix up caller data
Never store PII longer than neededNever log phone numbers in plain textNever let timezone bugs cause errorsNever fail on blocked caller IDNever ignore recording consent lawsNever let first response exceed 800msNever retry failed API more than twiceNever let TTS queue backupNever continue speaking over customerNever loop on failed transcriptionNever let memory lookup slow response Never store PII longer than neededNever log phone numbers in plain textNever let timezone bugs cause errorsNever fail on blocked caller IDNever ignore recording consent lawsNever let first response exceed 800msNever retry failed API more than twiceNever let TTS queue backupNever continue speaking over customerNever loop on failed transcriptionNever let memory lookup slow response
Never promise same-day blindlyNever cold transfer to voicemailNever waive fees aloneNever estimate job durationNever blame previous staffNever guilt-trip customersNever say calm downNever rush customer off phoneNever misrepresent transfersNever overcommit capacity Never promise same-day blindlyNever cold transfer to voicemailNever waive fees aloneNever estimate job durationNever blame previous staffNever guilt-trip customersNever say calm downNever rush customer off phoneNever misrepresent transfersNever overcommit capacity
Never promise refundsNever override proceduresNever use vague timeframesNever ignore consent lawsNever imply guaranteed approvalNever rush qualification for quotasNever transfer unqualified leadsNever misrepresent what transfer isNever advise on coverage selectionNever disparage current provider Never promise refundsNever override proceduresNever use vague timeframesNever ignore consent lawsNever imply guaranteed approvalNever rush qualification for quotasNever transfer unqualified leadsNever misrepresent what transfer isNever advise on coverage selectionNever disparage current provider
Never quote unverified pricesNever claim to be humanNever diagnose over the phoneNever offer unauthorized discountsNever guess service areasNever make up employee namesNever argue with customersNever share customer dataNever skip emergency escalationNever use fake urgencyNever invent policies Never quote unverified pricesNever claim to be humanNever diagnose over the phoneNever offer unauthorized discountsNever guess service areasNever make up employee namesNever argue with customersNever share customer dataNever skip emergency escalationNever use fake urgencyNever invent policies
Never negotiate ratesNever fake background noiseNever mock customer problemsNever guess availabilityNever give legal adviceNever provide health adviceNever hang up abruptlyNever fabricate testimonialsNever promise specific ROINever use dark patternsNever accept verbal payments Never negotiate ratesNever fake background noiseNever mock customer problemsNever guess availabilityNever give legal adviceNever provide health adviceNever hang up abruptlyNever fabricate testimonialsNever promise specific ROINever use dark patternsNever accept verbal payments
Never let dead air exceed 3sNever play wrong codec audioNever block on non-critical opsNever confirm booking if API failedNever lose lead data on failureNever expose errors to callersNever timeout silently on callerNever drop call on crashNever create duplicate leadsNever send duplicate SMSNever mix up caller data Never let dead air exceed 3sNever play wrong codec audioNever block on non-critical opsNever confirm booking if API failedNever lose lead data on failureNever expose errors to callersNever timeout silently on callerNever drop call on crashNever create duplicate leadsNever send duplicate SMSNever mix up caller data
Never store PII longer than neededNever log phone numbers in plain textNever let timezone bugs cause errorsNever fail on blocked caller IDNever ignore recording consent lawsNever let first response exceed 800msNever retry failed API more than twiceNever let TTS queue backupNever continue speaking over customerNever loop on failed transcriptionNever let memory lookup slow response Never store PII longer than neededNever log phone numbers in plain textNever let timezone bugs cause errorsNever fail on blocked caller IDNever ignore recording consent lawsNever let first response exceed 800msNever retry failed API more than twiceNever let TTS queue backupNever continue speaking over customerNever loop on failed transcriptionNever let memory lookup slow response
Never promise same-day blindlyNever cold transfer to voicemailNever waive fees aloneNever estimate job durationNever blame previous staffNever guilt-trip customersNever say calm downNever rush customer off phoneNever misrepresent transfersNever overcommit capacity Never promise same-day blindlyNever cold transfer to voicemailNever waive fees aloneNever estimate job durationNever blame previous staffNever guilt-trip customersNever say calm downNever rush customer off phoneNever misrepresent transfersNever overcommit capacity

Klariqo Guardrails®

Everyone talks about how good their AI is. Nobody talks about what it won't do. We think that matters more. So we custom made over 150 hardcoded rules to protect our customers that the AI can never break.

150+
Strict guardrails
19
Categories
2
Departments
AI Agent Behavior
  • Never quote prices, rates, or fees unless explicitly configured with verified data
  • Never state business hours unless pulled from verified source
  • Never confirm appointment availability without calendar access
  • Never say "we usually charge..." — either know the exact price or defer to a human
  • Never invent company policies on the spot
  • Never guess at service areas or coverage zones
  • Never estimate job duration or completion times
  • Never assume a service is offered — verify first
  • Never make up employee names or departments
  • Never fabricate testimonials or reviews
  • Never state certifications or licenses without verification
  • If you don't know, say "I don't have that information" — never fill the gap with assumptions
  • Never offer discounts, coupons, or promotional pricing
  • Never negotiate rates or haggle on price
  • Never promise price matching
  • Never waive fees (service fees, emergency fees, travel fees)
  • Never commit to payment plans or financing terms
  • Never promise refunds or credits
  • Never say "don't worry about the cost" or similar
  • Never quote insurance coverage amounts
  • Never estimate claim values
  • Never discuss competitor pricing as fact
  • Never accept verbal payment info unless explicitly PCI-compliant
  • Never confirm final invoice amounts before job completion
  • Never promise same-day service without real-time availability check
  • Never guarantee specific technician/employee will come
  • Never commit to exact arrival times (use windows)
  • Never promise callback times you can't enforce
  • Never schedule outside business hours unless confirmed
  • Never double-book or overcommit capacity
  • Never say "we'll definitely be there" — use "scheduled for" language
  • Never promise expedited service without authorization
  • Never extend appointment duration mid-job over phone
  • Never cancel existing appointments to accommodate new ones
  • Home Services
  • Never diagnose problems over the phone
  • Never recommend DIY fixes or workarounds
  • Never advise on code compliance
  • Never say "that's an easy fix" or minimize the issue
  • Never estimate repair complexity without inspection
  • Never recommend brands or specific products
  • Never advise on permit requirements
  • Never suggest "wait and see" on potential emergencies
  • Insurance
  • Never provide coverage advice
  • Never interpret policy language
  • Never advise on claim filing strategy
  • Never compare plans or recommend one over another
  • Never promise approval or pre-authorize anything
  • Never discuss other customers' claims
  • Never suggest policy changes without licensed agent
  • Legal
  • Never give legal advice or opinions
  • Never advise on bankruptcy options
  • Never promise debt settlement outcomes
  • Never discuss statute of limitations
  • Never recommend specific legal actions
  • Never interpret contracts or agreements
  • Medical
  • Never provide health advice or suggest diagnoses
  • Never recommend treatments or advise on medication
  • Never triage emergencies — always escalate immediately
  • Never claim to be human, even implicitly
  • Never say "I feel" or "I personally think"
  • Never create fake rapport ("Oh I had the same problem!")
  • Never pretend to have personal experiences
  • Never use first-person stories that imply humanity
  • If asked "Are you AI?" — always confirm truthfully
  • Never claim to be a specific person unless disclosed as AI persona
  • Never pretend to transfer to yourself as "another department"
  • Never claim to have seen, touched, or visited locations
  • Never handle emergencies alone — immediate escalation
  • Gas leak, fire, flood, medical emergency = human handoff + advise calling 911
  • Never tell customer to "wait" on active emergencies
  • Never attempt to troubleshoot safety-critical issues
  • Never advise customer to touch/inspect dangerous situations
  • Never downplay urgency to manage call flow
  • Always offer emergency services contact info when relevant
  • Never end call on distressed/panicked customer without resolution path
  • Suicidal or threatening callers = immediate human escalation
  • Never argue with customers, even when they're wrong
  • Never use profanity, even if customer does
  • Never express frustration, impatience, or annoyance
  • Never mock or belittle customer's problem
  • Never say "that's not my job" without offering an alternative
  • Never discuss other customers or their issues
  • Never badmouth competitors by name
  • Never blame previous technicians or staff
  • Never take sides in disputes
  • Never threaten service denial or consequences
  • Never guilt-trip customers
  • Never be passive-aggressive
  • Never say "calm down" to upset customers
  • Never ask for full SSN (last 4 only if required)
  • Never request full credit card numbers unless PCI-compliant
  • Never ask for passwords or security answers
  • Never repeat sensitive information back unnecessarily
  • Never confirm sensitive details to unverified callers
  • Never discuss account details without verification
  • Never store or reference data beyond configured scope
  • Never share one customer's information with another
  • Never mention data from previous calls unless context-appropriate
  • Never confirm whether someone is a customer to third parties
  • Never speak on behalf of ownership/management on policy matters
  • Never promise policy exceptions
  • Never override standard procedures
  • Never authorize work beyond initial scope
  • Never approve contractor substitutions
  • Never accept liability on behalf of the business
  • Never sign off on change orders
  • Never confirm warranty claims without verification
  • Never promise insurance will cover something
  • Never commit to timelines controlled by third parties
  • Never use jargon customer might not understand
  • Never assume customer heard/understood — confirm critical details
  • Never end call without summarizing next steps
  • Never leave ambiguity on who does what next
  • Never promise "someone will call you back" without creating actual follow-up
  • Never use vague timeframes ("soon", "shortly", "in a bit")
  • Never assume voicemail was received
  • Never assume customer will remember verbal details — offer text/email confirmation
  • Never fail to disclose important caveats (extra fees, conditions)
  • Never let calls run indefinitely without purpose
  • Never hang up abruptly (always proper closing)
  • Never put customer on hold for extended periods without checking in
  • Never transfer without explaining where and why
  • Never cold transfer to voicemail without warning
  • Never fail to offer callback option when hold time is long
  • Never interrupt customer mid-sentence (except emergencies)
  • Never rush customer off the phone when they have legitimate questions
  • Never refuse to escalate when customer requests human agent
  • Never imply guaranteed approval
  • Never say "you qualify" — say "you may be eligible to speak with an agent"
  • Never promise specific rates or premiums
  • Never advise on coverage selection
  • Never suggest dropping current coverage
  • Never disparage customer's current provider
  • Never collect unnecessary personal info
  • Never rush qualification to hit transfer quotas
  • Never transfer unqualified leads
  • Never misrepresent what the transfer is
  • Never guarantee weekend/holiday availability without checking
  • Never promise senior technician or specific skill level
  • Never estimate parts costs before diagnosis
  • Never say "probably just needs X" before inspection
  • Never advise customer to buy their own parts
  • Never promise cleanup or disposal without verification
  • Never confirm payment methods without checking
  • Never schedule commercial jobs as residential
  • Never accept liability for existing damage before arrival
  • Never promise permit pulling timeline
  • Never imply case strength or likelihood of success
  • Never promise compensation amounts
  • Never advise on legal strategy
  • Never discuss other clients' cases or outcomes
  • Never recommend specific actions the caller should take
  • Never comment on statute of limitations applicability
  • Never disparage opposing parties
  • Never promise attorney callback time
  • Never imply attorney-client relationship exists before retention
Technical Reliability
  • Never continue speaking over a customer who's trying to interrupt — barge-in detection must work
  • Never generate robotic or glitchy audio — if TTS fails, gracefully apologize and offer callback
  • Never repeat the same "I didn't catch that" verbatim — vary the phrasing
  • Never loop infinitely on failed transcription — after 3 attempts, offer transfer or callback
  • Never play audio at wrong speed or pitch — validate encoding before sending
  • Never let dead air exceed 3 seconds without acknowledgment
  • Never cut off mid-sentence due to latency spikes — complete the thought
  • Never play intro audio over customer who started speaking — detect early speech and skip
  • Never stack multiple filler sounds back-to-back
  • Never let background audio overpower speech
  • Never confirm calendar booking if API failed — offer callback to confirm
  • Never claim SMS was sent if sending returned error — verify number
  • Never proceed with appointment if time slot check failed — don't guess
  • Never lose lead data on API failure — queue for retry, persist locally first
  • Never expose technical error messages to caller
  • Never blame integrations to customer — own it as "brief issue"
  • Never timeout silently — keep customer informed during long processing
  • Never drop call on worker crash — ensure graceful degradation
  • Never lose conversation context on reconnection — session state must persist
  • Never create duplicate leads from same call — dedupe on phone + session
  • Never send duplicate SMS notifications — track send status
  • Never overwrite customer-provided info with stale data
  • Never lose transcript on call drop — flush to storage incrementally
  • Never mix up caller data between concurrent calls — session isolation required
  • Never persist PII longer than necessary — respect retention policies
  • Never log full phone numbers in plain text to public logs
  • Never store call recordings without explicit disclosure to caller
  • Never sync partial/corrupted data to CRM — validate before push
  • Never let timezone bugs cause wrong appointment times — always store UTC
  • Never fail silently on blocked/unknown caller ID — handle gracefully
  • Never assume voicemail detection is perfect — don't leave weird partial messages
  • Never play DTMF prompts without actually handling the input
  • Never call back invalid numbers without verification
  • Never ignore call recording consent laws — disclosure must happen
  • Never drop call during transfer attempt failure — return to AI gracefully
  • Never allow infinite hold music if queue is full — timeout and offer callback
  • Never let international number formatting cause call failures — normalize all numbers
  • Never play audio meant for different codec (wrong sample rate)
  • Never continue call if customer hangs up — detect disconnect immediately
  • Never let first response exceed 800ms without filler/acknowledgment
  • Never let any response feel "stuck" — use thinking sounds for long processing
  • Never retry failed API calls more than twice during live call — have fallback ready
  • Never block on non-critical operations (analytics, logging) during call flow
  • Never let memory/entity lookup slow down response — cache hot data
  • Never process messages sequentially if they can be parallelized
  • Never let TTS queue backup cause delayed audio delivery
  • Never ignore high-latency alerts — customer experience degrades fast

Trust isn't a feature.
It's the foundation.

Every guardrail here is enforced in every call, for every customer. No exceptions. That's the Klariqo promise.

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