AI Responses

How AI Responses Work

When a lead arrives through a Pounce form:

1. Reads your business profile — services, prices, service area, hours, tone, booking link, and handoff rules
2. Reads the form context — form name, allowed domain, and source page
3. Reads the lead message — name, email, phone, and message
4. Drafts a first reply — grounded in the profile fields you provided
5. Sends through your selected sender — Pounce sender, Resend (recommended), or SMTP
6. Stores the lead and reply — visible in Account → Leads

Base Rules

Pounce applies response rules that keep replies useful and bounded:

• Identity — Always identify as representing the business
• Communication — Be concise, professional, and helpful
• Boundaries — Never share internal info, make promises about pricing, or pretend to be human
• Escalation — Flag complex issues for human review
• Compliance — Don’t store or repeat sensitive data
• Quality — Proofread, avoid repetition, stay on topic
• Stay on topic — Use the business profile and lead message, not guesses.
• Avoid promises — Do not invent prices, availability, guarantees, timelines, or policies.
• Keep it short — Aim for a concise first response with one clear next step.
• Hand off when needed — Complex, urgent, or unclear requests should point to human follow-up.

Tone Configuration

Write tone guidance in Account → Profile. Good examples:

• “Friendly, concise, and practical.”
• “Professional, direct, and never pushy.”
• “Ask one clarifying question before recommending a next step.”

Knowledge Base

Add facts in your profile that Pounce can reference in responses:

• Business hours
• Pricing and packages
• Service areas
• Policies
• Booking links

The clearer the profile, the better the first reply.

Escalation Triggers

Keywords that flag a lead as “hot” and trigger human review:

• Urgency: “urgent”, “ASAP”, “emergency”
• Complaints: “unhappy”, “disappointed”, “cancel”
• Legal: “lawyer”, “sue”, “attorney”
• High value: “enterprise”, “contract”, “RFP”

Add these rules in Account → Profile → Human handoff rules.

Limits

AI reply limits depend on your plan. Lead capture continues even when the monthly AI reply limit is reached.