Policy Management Overview

Policies in Waypoint are classification rules that automatically categorize your escalation cases. Each policy defines a set of labels and conditions for when those labels should be applied. This helps your team consistently classify cases and trigger automated workflows.

Your Policies at a Glance

Navigate to Policy in the left sidebar to see all active policies. The policy page has two areas:

The Policy Management page with sidebar navigation and a list of policies showing applied count, last edit date, and auto-trigger status.

• Sidebar navigation — A list of all policy names for quick switching between policies
• Policy table — Shows each policy with its name, number of times applied, last edit date, linked document count, and auto-trigger status

---

Inside a Policy

When you select a policy, the detail view shows:

Policy Name and Guidance

The guidance text field contains instructions that tell the AI how to apply this policy. Clear, specific guidance produces more accurate classification results.

Inside a policy: labels, auto-trigger rules, and linked document controls.

Labels

Labels are the possible classifications for a policy. For example, a "Day in Week" policy might have seven labels: Monday through Sunday. Each label has:

• A unique name and color icon
• An assignment count showing how many cases have received this label
• Creator and creation date

The Max Labels selector controls how many labels can be applied to a single case simultaneously.

Auto-Trigger Rules

When enabled, auto-trigger rules apply the policy automatically when certain events occur:

• Status changes — Trigger when a case reaches a specific status (e.g., "Analyzed")
• Timeline events — Trigger on events like Support Conversation Created, Comment Added, Answered Question, or Discovered
• Label scope — Select which labels the auto-trigger should evaluate

Linked Documents

Policies can reference supporting documents from the Document Management section. Linked documents provide context that significantly improves the AI's classification accuracy.

💡 Tip: After creating a policy, link at least one document that describes your expected labeling criteria. This makes a noticeable difference in accuracy.

---

Creating a New Policy

1. Click + Add Policy in the sidebar
2. Enter a descriptive policy name
3. Write clear guidance text explaining how labels should be applied
4. Define your labels with names and colors
5. Optionally configure auto-trigger rules
6. Link supporting documents for better AI accuracy
7. Save the policy

---

Policy Evaluation

Use the Evaluate button in the policy header to test your policy against historical cases. Evaluation results show how accurately the AI applies labels compared to known outcomes. Iterate on your guidance text to improve accuracy.

---

📚 Related Articles

• Creating and Editing Policies — Step-by-step policy configuration
• Policy Labels and Auto-Triggers — Advanced configuration options
• Document Management Overview — Managing reference documents for policies