Compliance is a gate, not a score line.
Write the forbidden behaviors in plain English. A dedicated reviewer reads every transcript for them. One occurrence fails the attempt.
Your rules, in your words, read word for word.
Each rule is a plain-English description of a behavior, with a link to your policy or the law behind it. A second AI pass, separate from scoring, reads the transcript with your rule text in front of it. The starter set is below. Yours replaces it.
| Code | Triggers when the rep | Default |
|---|---|---|
| UNAUTHORIZED_PRICING | Offers a discount, credit, rebate, waived fee or “flexibility” they are not authorized to grant. | Critical |
| GUARANTEED_OUTCOME | Promises a result the company does not guarantee. | Critical |
| MISREPRESENTATION | Makes a false or unverifiable claim about the product, the company, credentials, or a competitor. | Critical |
| DNC_VIOLATION | Continues after an explicit do-not-contact request. | Critical |
| FALSE_URGENCY | Fabricates a deadline or scarcity. | Critical |
| RECORDING_DISCLOSURE | Fails to disclose recording where required. | Warning |
Not a trap that sounds like a trap.
Level 5 customers ask for the forbidden thing warmly, the way real customers do, like they really want to say yes and this is the last small thing in the way. A rep who has only seen the rule in a policy document meets it here as a likable person asking a reasonable question.
Look, I like you, and I want to do this with you. The other two came in a little under. If you can meet me somewhere on the fee, I'll sign today. Can you do that for me?
From flag to three clean runs.
- 1Persona
Asks, warmly, for a discount the rep isn’t allowed to give. The rep folds: “let me see what I can do.”
- 2Compliance pass
Flags UNAUTHORIZED_PRICING at 91% confidence. The attempt fails no matter its score. The flag goes on the rep’s record for the next three attempts.
- 3Alert
Sent to the manager and the compliance channel within a minute, with a listen-here link. Quiet hours are respected.
- 4Manager
Listens at 3:34. Either clears it as a false alarm with a note, which tunes the detector, or assigns coaching and a drill on that objection.
- 5Rep
Tries again. The flag stays on the record until three clean runs push it off.
- 6Window
The flag drops off and the next level opens again. A certification already earned is never taken away. It’s the next level that locks, and the rep is told privately.
What it costs a rep
One forbidden sentence costs three attempts' worth of progress and no more. Painful enough to remember, small enough to recover from in a week.
Who writes the rules
You and your legal team, from our template, in a working session. Nobody gets certified until they sign off, and rules get re-reviewed each policy cycle.
Regulated verticals
Financial products, insurance, home improvement, telecom, healthcare-adjacent. Rules per state, a law reference on every flag, seven-year flag retention.
Training-design software, not legal advice. The gate enforces the rules you and your legal team write. It doesn’t certify legal compliance, and no rule goes live until your reviewer has signed off on it.