Compliance is a gate, not a score line.
Write the forbidden behaviours in plain language. A dedicated reviewer reads every transcript for them. One occurrence fails the attempt.
Your rules, in your words, read verbatim.
Each rule is a plain-language description of a behaviour, with a citation to your policy or the statute behind it. A second model pass, separate from scoring, reads the transcript with the rule text in context. The generic starter set is below. Yours replaces it.
| Code | Triggers when the rep | Default |
|---|---|---|
| UNAUTHORIZED_PRICING | Offers a discount, credit, rebate, waived fee or “flexibility” they are not authorized to grant. | Critical |
| GUARANTEED_OUTCOME | Promises a result the company does not guarantee. | Critical |
| MISREPRESENTATION | Makes a false or unverifiable claim about the product, the company, credentials, or a competitor. | Critical |
| DNC_VIOLATION | Continues after an explicit do-not-contact request. | Critical |
| FALSE_URGENCY | Fabricates a deadline or scarcity. | Critical |
| RECORDING_DISCLOSURE | Fails to disclose recording where required. | Warning |
Not a trap that sounds like a trap.
Level 5 prospects ask for the forbidden thing warmly, the way real customers do, as if they genuinely want a yes and this is the last small thing in the way. A rep who has only ever met the rule in a policy document meets it here as a likeable person asking a reasonable-sounding question.
Look, I like you, and I want to do this with you. The other two came in a little under. If you can meet me somewhere on the fee, I'll sign today. Can you do that for me?
From flag to three clean runs.
- 1Persona
Asks, warmly, for a concession the rep is not authorized to give. The rep folds: “let me see what I can do.”
- 2Compliance pass
Flags UNAUTHORIZED_PRICING at 91% confidence. The attempt fails regardless of its rubric score. The flag enters the rep's trailing window.
- 3Alert
Delivered to the manager and the compliance channel within a minute, with a listen-at-timestamp link. Quiet hours are respected.
- 4Manager
Listens at 3:34. Either dismisses as a false positive with a note, which tunes the detector, or assigns coaching and a drill on that objection.
- 5Rep
Re-attempts. The flag stays in frame until three clean runs push it out of the window.
- 6Window
The flag leaves the window and the level above re-unlocks. A certification already earned is never revoked; access to the next level is what re-locks, and the rep is told privately.
What it costs a rep
One forbidden sentence costs three attempts' worth of progress and no more. Painful enough to remember, small enough to recover from in a week.
Who writes the rules
You and your counsel, from our template, in a working session. The gate does not certify anyone until they sign off, and rules are re-reviewed each policy cycle.
Regulated verticals
Financial products, insurance, home improvement, telecom, healthcare-adjacent. Per-jurisdiction rulesets, a statute reference on every flag, seven-year flag retention.
Training-design software, not legal advice. The gate enforces the rules you and your counsel write. It does not certify legal compliance, and no rule ships enabled until your reviewer has signed it off.