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Response Policy

Tone, confidence thresholds, HITL mode, caps, auto-send delay, and business hours.

The Response Policy is the most product-defining configuration in Callback HQ. It controls how replies are drafted, when they’re sent automatically versus held for review, and what financial limits apply. Open it from Settings > Response Policy.

Default tone

A slider from 0 to 2 sets the starting tone for every new draft. Five labeled zones indicate where the slider sits:

  • Below 0.4 — “Resolve first” — warmest, most conciliatory. Drafts lean toward making the homeowner whole.
  • 0.4 – 0.85 — “Leaning resolve” — still empathetic, but with slightly more emphasis on the facts.
  • 0.85 – 1.15 — “Neutral” — balanced. Neither conceding nor denying by default.
  • 1.15 – 1.6 — “Leaning deny” — firmer, defending the inspection more assertively.
  • 1.6 and above — “Deny first” — most defensive. Drafts start from a position of limited liability.

This is a default — you can override the tone per-claim on the review page using the same slider.

Human in the Loop (HITL mode)

HITL mode determines whether each reply is held for your approval or sent automatically. Three options are available:

1. Always require my approval

Every claim is held for you to review before anything is sent. Nothing goes out without your say. This is the safest setting and the best starting point while you’re getting comfortable with the AI’s output.

2. Auto-send only when confidence meets threshold

Claims above your confidence threshold are sent automatically; everything below is held for review. This is the sweet spot for most companies — routine, high-confidence claims flow out quickly while edge cases still get your attention.

3. Always auto-send and BCC me

Every reply is sent automatically. You receive a BCC copy of each one. Use this only if you’re fully comfortable with the AI’s output and your financial caps are dialed in.

Confidence threshold

This slider appears when HITL mode is set to “Auto-send only when confidence meets threshold.” It ranges from 0.50 to 1.00, with tick marks at 0.50, 0.70, 0.85, and 1.00. The default is 0.85.

  • Higher threshold = more claims held for review (safer).
  • Lower threshold = more claims auto-sent (faster).

The threshold is compared against the AI’s confidence score on each individual claim. Claims that score below the threshold always land in your inbox for manual review.

Auto-send delay

When auto-send is active (HITL mode is threshold or always-send), this setting controls how long the system waits before dispatching a queued reply. Think of it as your “oops window” — you can review and cancel during this period.

Available presets:

  • Immediate (0) — replies go out instantly. Use with caution.
  • 5 minutes (default)
  • 15 minutes, 30 minutes, 1 hour, 2 hours
  • 4 hours, 8 hours, 12 hours, 24 hours
Setting the delay to Immediate means replies are sent the moment the AI finishes drafting. If you want any chance to catch something before it goes out, keep the delay at 5 minutes or higher.

Business hours

This section appears when the auto-send delay is greater than zero. When enabled, auto-send only fires during your specified business hours. Claims queued outside those hours wait until the next opening.

You can configure:

  • Opening time — default 8:00 AM
  • Closing time — default 5:00 PM
  • Timezone— Pacific, Mountain, Arizona, Central, Eastern, Alaska, or Hawaii
  • Active days — default Monday through Friday. Toggle individual days on or off.

Verdict policy (financial caps)

These caps put hard limits on what the AI can offer without your approval:

  • Goodwill cap ($) — the maximum the AI can offer as a goodwill gesture.
  • Partial-refund cap ($) — the maximum for a partial refund offer.
  • Free re-inspection toggle — whether the AI can offer a free return visit as part of its response.
  • Insurance referral threshold ($) — claims above this amount trigger an insurance referral suggestion in the draft.
Any claim whose proposed offer exceeds the applicable cap is automatically held for your review — regardless of HITL mode or confidence score. Caps are your financial safety net.

Reviewer and delivery

  • Reviewer email — receives a BCC on every sent reply, plus notifications for held claims and hard blocks.
  • Reply-from address — the email address replies are sent from. This requires email domain setup in Settings > Integrations.
  • Daily digest time — when to receive your daily summary email. See Notifications for details.
  • Slack channel — stored for a future Slack integration (not yet active).

Signatory

The signatory block is appended to every outgoing reply. It is deterministic — never AI-generated. It always matches exactly what you enter here.

  • Signatory name — appears in the signature, for example “Customer Service” or a person’s name.
  • Signatory title — appears below the name.

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