# Guardrails overview

> The fixed rules every ShopAssist assistant follows, and the guardrails you can configure per store.

Source: https://shopassist.coec.dk/docs/guardrails/overview · Updated 2026-10-01

## Fixed rules [#fixed]

These apply to every store and can't be changed:

* Prices, stock, discounts and order data come only from your store data and live platform reads. Every number in a reply is checked against tool results (grounding).
* The assistant never invents discount codes and only applies codes you list or the shopper types.
* It is honest about being an AI, and shoppers can always ask for a person.
* Actions (cancellations, returns) need the shopper's confirmation on a card.
* Withdrawal from a distance purchase is never refused or discouraged.
* Text in your catalog, knowledge base or the shopper's messages can't change these rules (see [prompt injection and safety](/docs/security/prompt-injection-and-safety)).

## Your guardrails [#configurable]

| Guardrail                                                       | Page                                                              |
| --------------------------------------------------------------- | ----------------------------------------------------------------- |
| Commerce-only or general questions, blocked topics, competitors | [Topics and competitors](/docs/guardrails/topics-and-competitors) |
| Exact quantities, levels only, or no stock                      | [Stock disclosure](/docs/guardrails/stock-disclosure)             |
| Price statements and "was" prices                               | [Prices](/docs/guardrails/prices)                                 |
| Extra link domains                                              | [Links](/docs/guardrails/links)                                   |
| Reply length (2–12 sentences)                                   | **Assistant → Length**                                            |

Guardrails are draft settings: test them in the playground before publishing.