> ## Documentation Index
> Fetch the complete documentation index at: https://docs.duckie.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Restrictions
> Hard limits on what your agent cannot do
Restrictions are the highest-priority guardrails — absolute limits on what your agent cannot do or say.
{/* Screenshot: Restrictions tab showing list of restrictions with names and status */}
## What are Restrictions?
Restrictions define forbidden actions or topics. Unlike escalation rules (which hand off to humans), restrictions typically redirect the conversation or provide an alternative response.
**Examples:**
* Cannot promise refunds without approval
* Cannot discuss competitor products
* Cannot share internal pricing
* Cannot provide medical or legal advice
## Restrictions vs Escalation
| Restrictions | Escalation Rules |
| ------------------------------ | --------------------------------- |
| Block and redirect | Hand off to human |
| Agent continues conversation | Agent stops |
| Prevents specific actions | Transfers responsibility |
| "I can't do X, but I can do Y" | "Let me connect you with someone" |
## Creating Restrictions
Go to **Train → Guardrails** and select the **Restrictions** tab.
Click **Create Restriction**.
{/* Screenshot: Create restriction dialog/drawer */}
Give it a clear name:
* Good: "No Refund Promises", "No Competitor Discussion"
* Avoid: "Restriction 1", "Don't"
Describe what the agent cannot do.
{/* Screenshot: Restriction definition configuration */}
Define how the agent should respond when this triggers.
Verify detection with the built-in playground.
Save and activate the restriction.
## Detection Methods
Same as escalation rules:
### AI-Based
Describe the forbidden topic:
```
Restrict any discussion or comparison of competitor products
or services, including:
- Naming competitor companies
- Comparing features or pricing
- Responding to "is X better than Y" questions
- Discussing why customers might choose competitors
```
### Keyword
Trigger on specific terms:
```
[competitor-name-1], [competitor-name-2],
refund guarantee, price match, free trial extension
```
### Regex
Match specific patterns:
```
# Block sharing of internal URLs
https?://internal\.[a-z]+\.com
# Block specific codes
PROMO-[A-Z]{3}-\d{4}
```
## Configuring Restriction Response
{/* Screenshot: Restriction response template editor */}
When a restriction triggers, the agent should:
1. **Acknowledge** the request (don't ignore it)
2. **Explain** it can't fulfill this specific request
3. **Redirect** to an appropriate alternative
4. **Continue** helping with other matters
### Good Response Templates
**No Refund Promises:**
```
I'd be happy to help with your refund request! While I can't
process refunds directly, I can connect you with our billing
team who can review your case and assist you. Would you like
me to do that?
```
**No Competitor Discussion:**
```
I'm focused on helping you get the most out of our product.
I'd love to tell you more about [specific feature] that might
address what you're looking for. What would be most helpful?
```
**No Internal Pricing:**
```
For custom pricing and enterprise plans, our sales team would
be the best resource. They can put together options tailored
to your needs. I can help you connect with them — would you
like me to set that up?
```
**No Medical/Legal Advice:**
```
I'm not qualified to provide medical/legal advice, and I want
to make sure you get accurate information. I'd recommend
consulting with a [doctor/lawyer] for this question. Is there
anything else I can help you with today?
```
## Example Restrictions
### No Unauthorized Discounts
| Setting | Value |
| --------------- | ---------------------------------------------------------------------------------------------------------------------- |
| **Name** | No Unauthorized Discounts |
| **Detection** | AI + Keyword |
| **Keywords** | discount, coupon, promo code, special price |
| **Description** | Cannot offer discounts or promotional pricing |
| **Response** | "I don't have the ability to offer special pricing, but our sales team might be able to help. Want me to connect you?" |
### No Competitor Comparison
| Setting | Value |
| --------------- | ---------------------------------------------------------------------------------------------------- |
| **Name** | No Competitor Discussion |
| **Detection** | Keyword + AI |
| **Keywords** | \[list of competitor names] |
| **Description** | Cannot discuss or compare competitor products |
| **Response** | "I'm focused on helping you succeed with our product. What specific need are you trying to address?" |
### No Security Information
| Setting | Value |
| --------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Name** | No Security Details |
| **Detection** | AI |
| **Description** | Cannot share internal security architecture, vulnerabilities, or detailed implementation |
| **Response** | "For security questions, please contact [security@example.com](mailto:security@example.com) or request our security documentation through your account manager." |
### No Data Deletion Promises
| Setting | Value |
| --------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Name** | No Data Deletion Promises |
| **Detection** | Keyword + AI |
| **Keywords** | delete my data, GDPR, right to be forgotten, data removal |
| **Description** | Cannot promise or perform data deletion without proper process |
| **Response** | "Data deletion requests need to go through our privacy team to ensure we handle them properly. I can submit a request on your behalf — would you like me to do that?" |
## Testing Restrictions
{/* Screenshot: Restriction playground with test input showing triggered restriction */}
Use the built-in playground:
1. Open the restriction
2. Enter messages that might trigger it
3. Verify detection works correctly
4. Test edge cases
**Test scenarios:**
* Direct requests (e.g., "Give me a refund")
* Indirect requests (e.g., "I'm unhappy with my purchase")
* False positives (e.g., "What's your refund policy" should NOT trigger "No Refund Promises")
## Priority
Restrictions are the highest priority in the guardrail system:
```
Message arrives
│
▼
Check Restrictions ← Highest priority
│
├─ If triggered → Use restriction response
│
▼
Check Escalation Rules
│
├─ If triggered → Escalate
│
▼
Normal Processing
```
## Assigning to Agents
Go to **Build → Agents** and click on an agent.
Select the **Guardrails** tab.
Check the restrictions that should apply.
Save the agent configuration.
## Best Practices
* **Be specific** about what's forbidden
* **Provide helpful alternatives** in responses
* **Test for false positives** — don't over-restrict
* **Review regularly** — update as policies change
* **Keep responses friendly** — restrictions shouldn't feel like rejections
## Next Steps
Define when to hand off to humans
Back to overview