Change your policy

Your Charter stays open to changes for as long as you use Razviel. You change it by editing it directly or by talking to Aria. A change takes effect at the next decision that depends on it, and until a change is complete, the rule you had before keeps applying.

Change a number or a rule

1. Open Settings from the account menu of your dashboard.
2. Open Charter to edit the text of a case, or Policy Gate to edit a number.
3. Change the value. In Policy Gate, click the number, type the new one and click Save.

The two views show the same policy, so a change in one appears in the other. The next decision that depends on that value uses the new one: a limit you raise is the limit read at the next refund. There is no retraining and no delay.

Add a rule by talking to Aria

Click Review AI Setup on the Aria card and tell Aria what you want in plain language — a rule for a new kind of request, or a different answer for a case. When it is not clear whether the rule should vary by customer segment, Aria asks. She then shows you what she created. You can edit it; if you leave it as it is, it stands. There is no approval button.

This is also how you close a gap: a case that comes to you because no policy covers it is covered from the moment you write the rule. See When no policy covers a case.

When a change goes through Aria first

Switching an Aria Skill on or off, or changing a Skill's setup, does not change anything on its own. The change follows the same chain every time:

1. You switch or change the Skill.
2. Aria asks you about that flow, and you answer.
3. Your Charter is updated.
4. The matching cases in the Simulator are updated.
5. The new rule is in force.

Until the last step, your previous rule applies — never an empty rule and never a partial one. The Skill row shows Change pending or Turn-off pending in the meantime. See Aria Skills.

A suggestion from a ticket

When a number you set decided who handled a ticket, the ticket itself offers the change.

1. Open the ticket in your dashboard, from Signal or from any figure.
2. Read the case summary below the conversation. It says which of your numbers decided the outcome.
3. Select the suggested change to apply it.

There are two numbers a ticket can suggest:

• Your limit. A case came to your team because the amount was above your limit for that action. The suggestion is a limit that would have covered it. The note in your helpdesk names the same number.
• The amount the AI handles on its own. A Human Node confirmed the action because the amount was above what you let the AI handle alone. The suggestion is an amount that would have covered it.

The suggested number is the amount of that ticket, rounded up. It never goes above your store-wide limit for that action. The change applies to that kind of case and that customer segment, from the next decision on. The summary shows it as applied once it is saved.

A ticket offers no change when the reason is not a number you set, such as a legal matter, a case with no policy, or a kind of case the AI is still building a track record on. It also offers none when your current policy already covers that amount.

Every change is kept

Each change creates a new version of your policy. Decisions can be traced to the rule that applied when they were made.