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Making Jenny Remember Your Rules

Jenny carries things forward. If you tell her a rule in one chat — how you want revenue counted, which business unit you actually care about, what your shop calls a job — she can apply it in every chat after that, including new ones you start next week.

She just has to be told to remember it. A rule you state in passing stays in that one conversation.

Two things to know first

  • There's no memory page. You save, check, change and delete rules by talking to Jenny. Nothing to go configure.

  • Every rule is either yours or your whole company's. Jenny has to pick one when she saves, so if you don't say which you meant, she guesses. Say which.

How to save a rule

Say so, in the chat, in plain words:

Remember this: always show revenue net of tax.

Remember that our Install business unit is called New Construction internally — use that name.

From now on, when I ask about close rate, leave out no-charge jobs.

You don't need special wording. "Remember this" is enough, and you can save a rule right after Jenny gets something wrong, correct her, then tell her to remember the correction.

Say whether it's just you or the whole shop

A saved rule lives in one of two places, and Jenny decides which based on what you tell her.

  • Just you. "Remember this for me" — your own preferences, the way you like numbers laid out, your business unit.

  • Everyone in your company. "Remember this for everyone" or "this is a company-wide rule" — accounting conventions, naming, anything that should be true no matter who's asking.

A company-wide rule applies to every person in your UpSmith account, and Jenny will save one without stopping to confirm. If you only meant it for yourself, say so at the time.

The reverse is worth knowing too: your own rules outrank company-wide ones. Jenny works from a short list of the rules closest to your question, and personal rules are ranked above shop-wide ones when she builds that list. It's a strong lean rather than a hard override, so if you're deliberately carving out an exception for yourself, word it that way: "for me, ignore the company rule about X."

Checking, changing, and removing a rule

All of it by asking:

  • See what she's holding. "What do you remember about how I want revenue reported?" or "What have you remembered for our company?"

  • Change one. "Change that rule — show revenue including tax after all." She replaces the old one rather than stacking a second, contradictory rule on top of it.

  • Remove one. "Forget the rule about net-of-tax revenue."

If you ask her to change or delete a company-wide rule, she'll stop, tell you it affects everyone, and wait for you to confirm before doing it. Ask her to clear several at once and she'll list them first so you can see exactly what you're about to lose. Personal rules she just handles.

Rules vs. documents

The other place Jenny can get standing knowledge is Documents. The two work differently, and the difference decides which one you want.

A saved rule is short, and Jenny looks for relevant ones automatically on every question. Nothing to set up, nothing to maintain. This is the right home for anything that fits in a sentence or two — an accounting convention, a naming quirk, a standing exclusion.

A document is reference material: your pricing, a policy, what each membership tier includes. Jenny goes and searches it when a question calls for it, rather than carrying it into every chat.

For the example that starts most of these conversations — "always show revenue net of tax" — save it as a rule. It's too short to be a document, and a rule is looked at on every question rather than only when Jenny goes hunting.

If you do want a document

Three things trip people up, so here they are in order.

  1. It's typed, not uploaded. Go to Documents → Create Document. Document Type is Text — you paste or type the content into the Content box. File and link documents aren't supported any more, so there's nothing to drag in. If you're starting from scratch, the Template dropdown gives you a standard outline to fill in.

  2. Category is required, and it's how she finds it. The field even says so: "What the document is about. Agents use this to find it." A pricing document filed under the wrong category is a document Jenny won't think to open.

  3. A new document is available to nobody until you say otherwise. Creating it isn't enough. Open it and find Who can use this document?, tick Ask Jenny under Product surfaces, and click Save availability. Until you do, you'll see a warning on it: "Unavailable — no agent or Ask Jenny can use this document." That banner is the whole answer to "why can't Jenny see my document."

A new document has to be processed before it can be searched. While that's happening you'll see a QUEUED or PROCESSING badge on it in the list. When the badge disappears, it's ready — that's your signal, not a stopwatch. A red ERROR badge means it won't ever be searchable; recreate it, or email support@upsmith.com.

Making a rule stick

Jenny pulls up the rules that look relevant to what you just asked. That's usually what you want, but it means how you word a rule affects when it fires.

  • Use the words you'll actually ask in. "When I ask about revenue, show it net of tax" beats "we prefer net figures" — the first is obviously about revenue questions, the second could be about anything.

  • One rule per rule. Four conventions crammed into one sentence are harder to apply cleanly than four short rules saved one at a time.

  • Keep the set tight. Jenny works from a handful of the closest-matching rules on any given question, not an unlimited list. A dozen sharp rules serve you better than fifty vague ones, so clear out the ones that no longer apply.

One place rules don't reach

Recurring reports don't use saved rules. A report that lands in your inbox every Monday runs from the instructions it was built with, and nothing you've told Jenny to remember since. This is deliberate, not a gap — a scheduled report shouldn't quietly change shape because somebody saved a rule on Thursday.

So if you want a recurring report to show revenue net of tax, put it in the report itself: ask Jenny to change the report, or rebuild it with the rule written into the request.

Troubleshooting

Jenny isn't applying a rule you know you saved. Ask her what she remembers on that subject. If it's there, the wording is probably too far from how you asked the question — resave it using the words you actually use ("when I ask about revenue…"). If it isn't there, it never saved; say "remember this" explicitly and check again.

A teammate is getting different answers from you. One of you has a personal rule the other doesn't. Ask Jenny what she remembers for your company versus for you, and move the rule to whichever scope you actually meant.

You asked her to forget something and she's still doing it. There may be a second, similar rule. Ask "what do you remember about X" and clear them one at a time.

She says a memory can't be changed. A few things Jenny knows are set by UpSmith across all accounts, and she can't edit those — they're read-only for everyone at your company. Email support@upsmith.com and tell us what she's getting wrong.

Jenny can't see a document you added. Nine times out of ten it's availability — open the document and check Ask Jenny is ticked under Who can use this document? Then check the badge on it in the list has cleared.

Common questions

Do I have to say "please"? No. "Remember this" is plenty.

Does a rule I save carry into a brand-new chat next week? Yes — that's the whole point of saving it. A rule you only state in passing doesn't.

Can I see a list of everything Jenny remembers? Only by asking her. There's no settings page, so ask "what have you remembered for our company?" and she'll tell you.

If I save a company-wide rule, does everyone find out? No announcement goes out. It just starts applying to everyone's chats, which is why it's worth being deliberate about the scope.

Will a saved rule change what my texting or voice agents say to customers? No. These rules are for Ask Jenny only. Changing how an agent talks to your customers is a different thing — see Requesting a Change to Your Agent's Messaging or Behavior.

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