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Writing your Policies rulebook: plain-English rules your AI dispatcher can follow
How to turn the pricing and dispatch rules in your head into a Policies rulebook, so every AI-drafted quote sounds like you and charges what you would.
Every experienced operator has a rulebook. It's just never been written down. You know which clients get the corporate rate, when a sedan becomes an SUV, and how long you'll wait at Newark before the clock starts. Policies is where that knowledge goes, so the AI quotes the way you would.
Start with the questions you answer most
Look back at your last week of booking texts. Most airport requests come down to the same handful of questions:
- What vehicle does this trip need?
- What's the base fare for this route and vehicle?
- What gets added on top (tolls, airport fees, gratuity, meet and greet)?
- When should the chauffeur be there?
- Is this a client with special terms?
Write one or two rules for each, and you've covered most of your requests.
Write rules the way you'd explain them to a new dispatcher
Good rules are specific and short. Compare:
| Vague | Specific |
|---|---|
| "Charge more for big groups." | "5 or more passengers: Sprinter only." |
| "Wait a bit for international flights." | "International arrivals: meet 60 minutes after landing." |
| "Regulars get a discount." | "Clients tagged Corporate: use their saved rate card, no added gratuity." |
If a new dispatcher would ask a follow-up question, the AI would too. Add the answer to the rule.
Group rules by type
Organizing your rulebook makes it easier to maintain:
- Rates: base fares by route, zone and vehicle class
- Vehicles: when to upgrade, capacity limits, what's unavailable when
- Timing: wait times, early-arrival buffers, departure lead times
- Fees: tolls, airport fees, gratuity, waiting time, late-night surcharges
- Clients: corporate accounts, VIPs, saved rate cards
- Overflow: which affiliate partners get which trips first
Check the AI's work
Every quote shows which Policies were applied. When you correct a quote, ask whether the fix should be a new rule. Over a few weeks, your corrections become your rulebook, and you'll correct less.
Next steps
If you haven't set up your business number yet, start with our 10-minute setup guide.