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Policy Monitoring evaluates AI support conversations against the policies and procedures you define. It helps you catch policy risks with the evidence to act: the relevant conversation messages, policy citations, severity, and explanation.

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Add policy sources

  1. Open Policy Docs.
  2. Upload a PDF or Word document, or connect a Notion workspace.
  3. Review the draft rules CraftCX extracts from the source.
  4. Activate the rules you want CraftCX to evaluate.
Clear source language produces clearer rules. Review each rule before you activate it.

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Review findings

CraftCX evaluates eligible AI-handled conversations against active rules. When CraftCX finds a deviation, it creates a finding. Each finding includes:
  • A summary and severity
  • Conversation messages that show the deviation
  • Citations to the relevant policy source
  • Reason codes and policy risk categories
  • A confidence rationale

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Triage a finding

Use these statuses to record your decision. Assign a finding and set a due date when another team member owns the work. CraftCX promotes severe findings and recurring deviations into incidents. Use an incident to track the underlying problem across several conversations.

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FAQ

Policy Monitoring evaluates eligible AI-handled conversations from connected helpdesks. It does not evaluate human-only conversations.
AXIS measures conversation quality. Policy Monitoring checks whether the AI followed your defined rules. A conversation can score well and still violate a policy.
Mark the finding as a false positive and clarify the source policy. CraftCX evaluates the active rule against the conversation evidence.