Charters: reusable playbooks for every agent
Codify how an agent should handle a scenario once, then apply it everywhere — consistent policy, tone, and escalation logic at scale.
Charters are how you turn tribal knowledge into agent behavior, once. Instead of re-teaching every new automation how to handle a return, a cancellation, or an escalation, you write the policy one time in a Charter: the tone to use, the steps to follow, and the exact point where a human needs to step in. Every agent Maven powers, whether it's answering in chat, on a call, or over email, pulls from the same Charter. Change the policy in one place and it updates everywhere it's used.
Charters are built from three parts. Tone and policy set how the agent should sound and what it's allowed to promise. Escalation logic defines exactly when to hand off, and to whom. Actions specify what the agent can actually do: issue a credit, log a case, trigger a workflow. Because Charters are reusable, a policy your team refines for Voice can be applied to Chat in the same session, without rebuilding it.
Example: standardizing billing dispute handling for a B2B software company
Picture a B2B SaaS company whose support team hasn't grown in step with its user base. Its Head of Support Ops needs every agent, human or AI, handling a billing dispute the same way: apologize, check contract terms, offer proration if eligible, escalate anything over $500 to a manager. Before Charters, that logic usually lives in a wiki page half the team hasn't read.
With a single Billing Dispute Charter built in Agent Designer, tone, policy, and escalation logic all live in one place: tone (empathetic, no over-apologizing), policy (proration rules pulled from the Graph of Record), and escalation (auto-route to a human once the credit exceeds $500). That one Charter runs across chat and email. When the policy changes, it's edited once, and every channel picks up the change the same day, no retraining, no rewriting macros in three different tools.
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