Custom policies let teams define compliance and operational rules in plain language, and Compass evaluates every interaction against them automatically, producing a pass, partial, or fail result tied to the transcript.
That works well when a team knows exactly what they want to monitor. But we kept hearing the same question from new customers: where do I start?
Most teams share a common baseline. Collections teams need mini-Miranda compliance. Healthcare schedulers verify identity before accessing accounts. Financial services agents disclose APR terms. The rules are well-known. Writing them from scratch for every new project was unnecessary friction.
Compass now includes 16 policy templates containing 63 policies across regulated industries and standard operational practices. Apply a template, review the policies, adjust anything that doesn’t match your standards, and enable. Every interaction gets evaluated from that point forward.
The functional templates cover patterns that apply regardless of industry. QA Baseline handles greeting, closing, hold protocol, next steps, and active listening. Sales Integrity checks for discovery before pricing, pricing transparency, and competitive accuracy. Data Privacy Baseline enforces identity verification and limits unnecessary data collection. There are also templates for escalation protocol, accessibility, and new hire onboarding.
The industry templates get more specific. Insurance Claims Handling covers FNOL completeness, claimant rights, and fraud escalation. Healthcare Patient Access enforces dual-ID verification and minimum necessary standards. Collections Compliance includes mini-Miranda, cease-and-desist compliance, and third-party protection. Banking, telecom, utilities, and property management each have their own template.
Two regulatory templates handle TCPA outbound calling and PCI-DSS payment handling. For teams with specialized operational requirements, there are templates for enterprise SLA compliance, BPO white-label standards, and government entity interactions.
When a template is applied, the policies are copied into the project. The team owns them from that point. Edit, disable, or remove individual policies without affecting the original template.
Policy results work the same way they always have. Failures surface as high-priority coaching inputs, tied to the specific moment in the conversation where the issue occurred. Supervisors don’t have to hunt for compliance gaps. They show up on their own.
For regulated teams, this makes the onboarding conversation simpler. Instead of building a policy set from scratch during implementation, teams start with a proven baseline and customize from there.
And you can always build your own policies from scratch. Templates are a starting point, not a constraint. Any rule your team needs to enforce can be written in plain language and Compass will evaluate it on every interaction. When you add a new policy or apply a template, you can test it against a sample of existing interactions to preview how it performs before enabling it.
Policy templates are live in Compass.
Chordia builds interaction intelligence for teams that manage customer conversations at scale. Learn more at chordia.ai.
