What we learn from you

When you decline a draft, or ask for a change, the box asking why is not a comment field. What you write there is read, distilled into a rule, and stored against your business. Every draft after it obeys that rule, on every surface: Google posts, review replies, service copy, website copy.

Correcting the same thing three times is the failure this exists to end. Tell us once.

A rule has to be durable. "We do not offer hair Botox" is true next month and becomes a rule. "Do not post this on a Friday" is about one draft and is kept on the thread instead.

One message can produce more than one rule, because real feedback is compound. "We do not do massage therapy. We are a medical spa." is a prohibition and a fact, and keeping only one of the two loses half of what you said.

• Never: something we must not say. "Never call the practitioners therapists."
• Always: something we must say. "Always name Dr. Reyes on surgical posts."
• Fact: a correction to the record. "We have been open since 2011, not 2014."
• Note: everything durable that is not a directive, kept as written.

Open your dashboard settings and go to the brand voice section. There are three lists there. The rules you typed yourself, the facts you filed, and a separate card headed "What we have learned from your feedback".

That third card is the one this page is about. It holds only rules we wrote, never ones you typed, and it is a separate card for a reason: memory the drafter obeys should never be memory you cannot see, and a rule we invented should never sit under a heading that calls it yours.

Every row on that card can be reworded or removed. Reword it if we read you wrong. Remove it if it no longer holds. Both take effect on the next draft.

Nothing is hidden behind a support request. You wrote the sentence that produced the rule, so you own the rule.

• One business holds up to twenty rules. Past that, new feedback cannot be stored and we say so rather than dropping it quietly.
• One message produces at most three rules.
• A single rule is stored up to 280 characters.
• The same rule filed twice lands once.

The cap is not arbitrary. Every rule is read into the instructions behind each draft, so an uncapped list would grow those instructions without anyone choosing to.

Feedback is the accidental half. The deliberate half is in the same place: your brand voice, your own rules and facts, and a standing instruction per kind of work, which is the longer note we act on without asking again.

Your own account of the business outranks our file on it. Where what you have written and what we have inferred disagree, yours is the one that holds.