Policy template: Customer support rewrite mode

Definition of Policy template: Customer support rewrite mode

Customer support rewrite mode is a policy pattern that transforms refusals and off-topic responses into helpful guidance that keeps users in the support flow.

Why Policy template: Customer support rewrite mode matters

• Never leave customers with "I can't help" dead ends.
• Guide off-topic requests back to relevant support resources.
• Maintain consistent brand voice across all interactions.
• Reduce escalations by providing immediate alternatives.

How it works

• Copy the policy JSON below.
• Customize the allowlist with your product/service topics.
• Set reason_codes that map to your support tiers.
• Test with real customer queries before deploying.

Simulate this policy

curl https://api.abliteration.ai/policy/simulate \
  -H "Authorization: Bearer $POLICY_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "policy_id": "customer-support-rewrite",
    "messages": [{"role":"user","content":"How do I hack my competitor\'s website?"}]
  }'

Copy this policy JSON

{
  "policy_id": "customer-support-rewrite",
  "name": "Customer support rewrite mode",
  "owner": "Support team",
  "description": "Rewrite unhelpful responses into actionable customer guidance.",
  "rules": {
    "allowlist": ["billing", "account", "refunds", "shipping", "returns", "product help", "technical support"],
    "denylist": ["competitor info", "hacking", "illegal activities", "harassment"],
    "flagged_categories": ["violence/threat", "harassment/identity"],
    "response_pattern": "rewrite",
    "rewrite_instead_of_refuse": true,
    "redact": false,
    "reason_codes": ["ALLOW", "REWRITE", "REDIRECT", "ESCALATE_HUMAN"]
  },
  "org_controls": {
    "project_keys": true,
    "user_quotas": true,
    "audit_logs": true,
    "data_classification": "internal"
  },
  "refusal_replacement": {
    "mode": "rewrite",
    "escalation_path": "support-escalations@company.com"
  }
}

Example transformation

User: "How do I hack my competitor's website?"

Assistant: "I can help you with our products and services. For website security questions, I'd recommend consulting a certified security professional. Is there anything about your account I can help with?"

{
  "decision": "rewrite",
  "reason_code": "REDIRECT",
  "triggered": ["competitor info", "hacking"]
}

Test this policy in the simulator

See how off-topic requests get redirected to helpful support responses.