How alby Stays On-Brand: Guardrails That Keep Conversations Consistent
Shoppers expect fast, accurate answers while they browse, whether they’re comparing products, checking return policies, or looking for sizing details. And when those answers come from an AI agent, they need to sound like they’re coming from your brand.
That’s why alby includes built-in guardrails that let you shape how your agent responds. You can define the tone, the language, and how to handle brand-sensitive topics.
The result is simple: you spend a bit of time giving the agent guidance, then let it do its job—helping shoppers confidently and consistently, without leaning on your team to answer every question manually.
What Most AI Tools Get Wrong
Many chat tools give you a false choice: either you lock everything down with rigid scripts or you let the AI agent run free and hope it doesn’t say something wrong. Neither approach works well for ecommerce teams that care about accuracy, voice, and trust.
alby takes a more balanced path. Its system of guardrails gives teams structure and oversight, without sacrificing flexibility. You decide where your agent has freedom, and where it needs to follow specific instructions.
Three Layers of Control
alby’s controls are designed to be easy to use and adaptable to your workflow. And they’re designed for both quick setup and long-term reliability.
1. Rules: Flexible Guidance in Plain Language
Rules are simple instructions you give to alby—like “If someone asks about the warranty, link them to this page,” or “Only say a product is made in the USA if the description says so.”
You write these the way you’d talk to a colleague. No templates, no special formatting. Just a clear prompt and a clear response.
Rules are great for giving the agent direction across common questions, while still letting it personalize responses based on context.
2. Verified Q&As: Locked-In Responses When Precision Matters
Sometimes you want the agent to say something exactly the same, every time. Verified Q&As are for those moments. You write the response word-for-word, and that’s exactly what gets used.
It’s perfect for things like return policies, product guarantees, or brand messaging where consistency really matters.
3. Global Guidelines: Brand Voice That Stays Consistent
These are overarching instructions that apply to everything the agent says. Use them to keep tone consistent (“Keep it casual”), align with policy (“Never mention prices”), or avoid certain phrases altogether.
Once set, they act as a foundation—guiding every response, without needing to be repeated.
Why It Works
This structure gives teams control up front, so they don’t have to stay in the loop for every interaction. You set the guidelines, alby follows them. And because you can make updates in natural language, it’s easy to adjust as your catalog, brand, or policies evolve.
It’s not about managing the AI line-by-line. It’s about building a framework your team can trust—so they can spend less time answering repeat questions, and more time focusing on bigger priorities.
Trusted by Brands That Value Clarity
alby handles millions of shopper conversations. Brands like Wayfair, QVC, and Plushbeds rely on alby’s guardrails to protect their voice while still scaling customer support.
The key is control that’s easy to set—and flexible enough to scale.
Final Thought
alby handles millions of shopper conversations. Brands like Wayfair, QVC, and Plushbeds rely on alby’s guardrails to protect their voice while still scaling customer support.
