Control
What it will, and will not, do.
You write the rules. They are checked after Scout decides and before anything is sent.
Illustrative demo with fictional data.
Limits
Limits it cannot talk its way past.
They are not part of the conversation, so persuading the model does nothing.
- What it may touch
- A tool Scout has not been given does not exist. Read-only lookups on, anything that writes off.
- What it may never say
- No delivery date the tool did not return. No price without a match. No legal or medical advice.
- When it must stop
- A complaint, a repeated question, a request for a person: the automated path ends.
Anything that changes state waits. A named person sees the exact call, approves, edits or declines, and the record says who.
orders.refund
order #4790 · 1,240 EGP · damaged on arrival
Proposed by Scout 11:04 · edited and approved by Nour Hassan 11:06
Illustrative demo with fictional data.
Declared behaviour
Five clauses, in plain language.
A case is a document a team lead reads in thirty seconds and argues with — not a paragraph in a prompt field.
- Applies when, collect first
- The situations it covers, in the customer's words, and what it must have before it acts.
- Then do, never
- The tools it may call, and the things that are wrong even when they would please the customer.
- Hand over when
- The exit. The whole thread goes with it, including what Scout already looked up.
Before you publish
Ship a version because it scored.
Replay conversations that already happened against the new version. The list of what got worse is the point, not the average.
- Your own conversations
- The only test set that predicts anything, graded against what your team approved at the time.
- Nothing is sent
- A replay reconstructs the thread. No customer is messaged.
- Blocking checks
- Mark one as blocking and a version that fails it cannot publish.
| Run | Live | Candidate | Verdict |
|---|---|---|---|
| #4790 · damaged lamp | Handed over | “We'll refund you today.” | Regression |
| #4663 · where is my order | Quoted the window | Invented a Thursday | Regression |
| #4755 · stock question | Handed over | Answered and cited | Improved |
Illustrative runs from the fictional demo store.
Questions
About control
Can Scout be talked out of a limit?
No. The check runs after Scout decides and before anything executes, against the proposed action and the drafted text.
Who can approve?
Whoever you give the permission to. The approver's name is on the executed action and in the record.
Can we turn it off?
Per inbox, per case, or entirely. Scout can also draft into the composer and let a person send.
Does Meta require a path to a human?
Yes — the WhatsApp Business Messaging Policy, updated 23 September 2026. BlendDesk ships that path by default.
Bring a question your team should never answer.
We will show you where the line sits and what the customer reads instead.