Managing Rules | Query Override Rules

This page walks you through creating and managing query override rules. We’ll be working with redirect rules but you can use the same approach to set up a canned response or instructions to the AI.

Accessing Query Rules

Log into your Nobi dashboard

Navigate to Query Overrides in the sidebar

Click Add Override to create a new rule

Creating a Redirect Rule

Redirect rules send customers to a specific page when their query matches.

Step 1: Add Trigger Keywords (Optional)

Enter keywords that should trigger this rule. Keywords are optional but highly recommended, they make it much faster to find matching queries, but they won’t have the ability to catch variations in spelling, typos, etc.

Example for a store locator redirect:


store
stores
location
locations
retail
near me
find a store
in person
visit
shop near

Tips for keywords:

Keywords are matched based on whether the query contains the exact keyword, which means you can include the singular form of a word, or even the stem of a word.

Either keywords or a matching condition must be added for the rule to take effect. If both are provided, both will be used.

Step 2: Add A Matching Condition (Optional)

Describe when the rule should be matched. This helps the system better understand when to trigger a rule, and is helpful to disambiguate between queries that might match the keyword but not the intent of the rule.


Customer is asking about physical store locations, where to buy products in person, or wanting to visit a retail location to see or try products before purchasing

Good intent descriptions:

Describe the customer's goal, not just words they might use

Include variations of the intent

Be specific enough to avoid false matches

Use complete sentences

Either keywords or a matching condition must be added for the rule to take effect. If both are provided, both will be used.

When a matching condition is set, an LLM will be used to determine if the the rule matches a query. This can increase latency but it does improve accuracy.

Step 3: Enter the Destination URL

Enter the full URL where customers should be directed:


<https://yourstore.com/pages/store-locator>

URL requirements:

Must be a complete URL including https://

Must be a working, publicly accessible page

Should be relevant to the query topic

Good redirect destinations:

Store locator page

Order tracking page

Returns portal

Contact/support page

Size guide

FAQ page

Account login

Step 4: Save and Test

Click Save Rule, then test by opening your Nobi widget and asking questions like:

"Where is your store?"

"Can I see this in person?"

"Do you have retail locations?"

"Is there a shop near me?"

You should see a preview card with your destination page.

Managing An Existing Rule

Editing a rule

To edit an existing rule, you can click on the rule’s row in the table that lists all rules or click the edit icon on the rules row. This will bring up the same modal that you used to create the rule in the first place. You can make edits on this modal.

Deleting a rule

To delete a rule, click on the red trash can icon on the rule’s row in the table that lists all rules. This will bring up a confirmation screen. If you click delete again it will remove the rule.

Writing Effective Triggers

Keywords vs Intent Descriptions

Aspect	Keywords	Intent Descriptions
Matching	Exact word match	AI interprets meaning
Precision	High (specific words only)	Medium (can catch variations)
Coverage	Limited to specified words	Broader topic coverage
False matches	Rare if keywords are specific	Possible if description is vague
Best for	Predictable phrasings	Variable phrasings
Speed	Fast	Slower

When to Use Keywords Only

Use keywords alone when:

Questions are always phrased similarly

You want high-confidence matching

The topic has very specific vocabulary

You want minimal false positives

Example: Order tracking

Keywords: track order, where is my order, order status, tracking number

These phrases are specific enough that intent description isn't needed

When to Use Intent Description Only

Use intent description alone when:

Questions are phrased many different ways

The topic is conceptual rather than keyword-based

You want maximum coverage

Example: Gift advice

Intent: "Customer is looking for gift recommendations or ideas for someone else"

Questions like "What would my mom like?" don't have predictable keywords

When to Use Both

For most rules, use both:

Keywords catch obvious, direct matches quickly

Intent description catches variations and rephrasing

Together they provide comprehensive coverage with minimal false positives

Managing Query Override Rules Accessing Query Rules Creating a Redirect Rule Step 1: Add Trigger Keywords (Optional)Step 2: Add A Matching Condition (Optional)Step 3: Enter the Destination URL Step 4: Save and Test Managing An Existing Rule Editing a rule Deleting a rule Writing Effective Triggers Keywords vs Intent Descriptions When to Use Keywords Only When to Use Intent Description Only When to Use Both