POL-009 · Customer-facing

Toxicity detection

Compiled into the runtime gateway and evaluated inline on every prompt, tool call and completion in scope. Owned by Customer Experience.

mediumenforcingEdit in rule builder

Triggers / 30d

blocks, masks and escalations

Integrations bound

enforced at each connection

Severity

medium

owner Customer Experience

Added latency

7 ms

p99 within the 60 ms budget

Rule definition

Compiled expression

When

toxicity > 0.4 on output

Then

rewrite
warn agent

Compiled rule

rule "POL-009" {
  scope    = "Customer-facing"
  severity = "medium"
  when {
    toxicity > 0.4 on output
  }
  then {
    rewrite
    warn agent
  }
}

Governance metadata

Policy ID: POL-009
Owner: Customer Experience
Scope: Customer-facing
State: Enforcing inline
Catalog version: 2026.07.3
Last change: 2026-07-22 · approved by AI Council

Bound integrations

Where this rule executes

Contact Centre DesktopINT-APP-02 · Genesys Mobile banking appINT-CH-01 · In-house WhatsApp business channelINT-CH-02 · Meta