TLDR
Rules let you teach Wisdom your company's terminology, formulas, and preferences—so every query returns answers in your language without repeated explanations.
What are Rules?
Rules are behavioural instructions that Wisdom follows on every query. Define your business context once, and Wisdom applies it automatically across all interactions.
Without Rules, users often need to clarify company-specific terminology in each query. At one company, "missing deliveries" could mean carrier failures (the box didn't arrive) or fulfilment issues (items missing from the box). Every time someone queries "missing deliveries," they have to specify which one. Rules eliminate this friction by encoding that context permanently.
There are two types of Rules:
Workspace Rules — Company-wide definitions set by admins. These apply to every user in your workspace.
User Rules — Personal preferences set by individual users. These layer on top of Workspace Rules for that user only.
How Rules Work
Rules are injected into Wisdom's system prompt for every query—whether you're using the web interface, MCP integration, or future channels like Slack. They're not suggestions or optional context. They're instructions Wisdom follows.
Hierarchy: Workspace Rules apply first, establishing company-wide standards. User Rules layer on top, allowing individuals to add personal context without overriding shared definitions.
Always on: Unlike Templates (which you invoke on-demand), Rules apply to every query automatically. You don't need to remember to use them.
Workspace Rules
Workspace Rules encode company-wide knowledge that every team member should benefit from. Only workspace admins can create and edit these rules.
Common use cases:
Terminology definitions — Map internal jargon to specific meanings
Calculation formulas — Standardise how metrics like NPS or CSAT are computed
Default behaviours — Set standard date ranges or source priorities
Team ownership — Define which teams own which issue categories
Character limit: 6,000 characters total across all Workspace Rules. The interface shows your current usage so you can plan accordingly.
Before Rules:
User asks: "Show me missing deliveries issues"
Wisdom returns both carrier failures AND missing items from packages. User has to clarify: "I meant carrier delivery failures, not missing pack contents."
After adding a Rule:
"Missing deliveries" = carrier failures (box didn't arrive at customer) "Missing packs" = product contents (items missing from delivered box) When analyzing delivery issues, exclude pack contents unless explicitly requested.
Now the same query returns only carrier failures, with a note that 89 missing pack issues were excluded.
User Rules
User Rules let individuals add personal context that applies only to their queries. Every user can create their own rules without affecting teammates.
Common use cases:
Role context — "I'm on the Identity team, so prioritize login and authentication issues"
Output preferences — "Always include the raw feedback count, not just percentages"
Focus areas — "Exclude feedback from free-tier users unless I ask for it"
Character limit: 3,000 characters total across all User Rules.
How to Create a Rule
Navigate to Settings → Rules
Select the Workspace or User tab depending on what you want to create
Click Add Rule
Enter a descriptive Name (e.g., "NPS Calculation Formula")
Write the rule Content — be specific about what Wisdom should do
Click Save
Your rule takes effect immediately on all new queries.
Example Rules
Terminology Mapping
"Churn" refers only to paid subscription cancellations. "Attrition" refers to free-tier users who stop engaging. Do not conflate these terms.
Formula Definition
When calculating NPS, use: (Promoters - Detractors) / Total Responses × 100 Promoters: scores 9-10 Passives: scores 7-8 Detractors: scores 0-6 Always show the formula used in your response.
Default behaviour
When no date range is specified, analyze the last 30 days. Do not default to 90 days.
Team Ownership
Carrier delivery failures → Operations team Missing pack contents → Fulfillment team Login and authentication issues → Identity team Always mention the owning team when reporting issues.
Source Mapping
"Cancellation survey" = feedback source webhook_churn_responses "Support tickets" = zendesk_main "App reviews" = app_store_connect + google_play
Looking for more? Browse our Rules Example Library for ready-to-use rules organised by use case.
Best-Practice Tips
Keep rules concise. Wisdom works better with clear, direct instructions than long explanations. A rule doesn't need to justify itself—just state what should happen.
Use terminology mappings for ambiguous terms. If your Workspace has specific meanings for common words, define them explicitly. This prevents Wisdom from making assumptions.
Test rules with sample queries. After creating a rule, run a few queries that should be affected by it. Verify Wisdom responds as expected.
Monitor character usage. If you're approaching your limit, look for rules that can be consolidated or trimmed. Two concise rules often work better than one verbose one.
Start with high-impact rules. Identify the terms or contexts that cause the most confusion or repeated clarification. Address those first.
Don't duplicate Workspace Rules in User Rules. If your admin has already defined how NPS is calculated, you don't need to repeat it. User Rules should add personal context, not restate shared standards.
What's Coming Next
Templates (coming soon) are the on-demand counterpart to always-on Rules. While Rules apply to every query automatically, Templates are reusable prompts you invoke when needed—like a saved workflow for generating VOC reports or drafting customer responses.
Rules handle how Wisdom should behave. Templates handle what you want Wisdom to do.