Policies
A policy is a rule the platform enforces: discounts up to a certain percent alone, quotes above a limit need approval, responses within your service hours. Policies are specific, numbered, and testable — not vibes.
Company knowledge
Knowledge is the material your team would look things up in: product terms, warranties, processes, frequently asked questions. AI employees consult this knowledge before answering customers.
Keep them current
Both are versioned: when you update a policy or a knowledge document, the new version applies from that moment, and past actions keep the record of the rules they followed.