Tone Rules
7 active rules
Banned Phrase
3
Required Phrase
1
Format Rule
1
Warning
2
| Type | Phrase / Pattern | Description | Applies To | Added By | |
|---|---|---|---|---|---|
| Banned Phrase | I apologize for any inconvenience | Too corporate - use warmer language | All Categories | Rachel | |
| Banned Phrase | Please do not hesitate to contact us | Sounds robotic | All Categories | Rachel | |
| Banned Phrase | As per our policy | Too formal, sounds like we're hiding behind rules | All Categories | Rachel | |
| Required Phrase | String Ting Team | All emails must sign off with brand name | Sign Off | Rachel | |
| Format Rule | Greeting must include customer first name if known | Personalise responses when possible | Greeting | Rachel | |
| Warning | refund|money back|compensation | Flag for review - may need manager approval | All Categories | Rachel | |
| Warning | legal|lawyer|solicitor|sue | Escalate immediately if customer mentions legal action | All Categories | Rachel |