> ## Documentation Index
> Fetch the complete documentation index at: https://help.callaro.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Objection handling rules

# Setting objection handling rules

In the app, objection guidance is **typed in the agent editor**, not a separate “objection rules” database table.

## Where it lives

Open **Edit agent** → **Step 4 — Prompt & Goals**.

Use the **Objection Handling** field (Markdown-supported). The in-app help says content is merged into the prompt as **`OBJECTION HANDLING`**. You can use bullets, short tables, or prose—whatever matches how your team documents rebuttals.

For **stop / compliance** behavior, also use **Guardrails & Do's and Don'ts** on the same step (merged as guardrails in the runtime prompt).

Optional **Tenant platform rules** packs on the **Platform rules** page apply **before** persona and tools; use them for non-negotiable policies that should not be omitted from any agent.

![Objection Handling field with sample bullet rebuttals in the agent editor.](https://mintcdn.com/callaro-docs/1fJs_sKJdgiwY8nj/images/scripts-ai/objection-handling-rules.png?fit=max\&auto=format\&n=1fJs_sKJdgiwY8nj\&q=85\&s=3facbaba863c1c00c7192e975c06ea88)

**What the static should show:** **Objection Handling** markdown editor with a short example list visible; character **Total prompt** row above or below the section.

## Character budget

**Objection Handling** shares the same **Total prompt** limit as Identity, discovery, close, custom instructions, goals, and greetings (40,000 characters, per product limits). If you hit the limit, shorten other sections or goals—the UI blocks moving to the next step or saving until the total is under the cap.

![GIF media slot](https://mintcdn.com/callaro-docs/1fJs_sKJdgiwY8nj/images/scripts-and-ai/slot-01.gif?s=4ce942ed17100456c3f9b91cf9013cc8)

**What the GIF should show:** Pasting a compact objection table, watching the total character badge update.

## Review loop

After changing objections, use **Call logs** and **Call details** to confirm the agent stays on-message; see [Reviewing agent performance](https://help.callaro.ai/scripts-and-ai/reviewing-agent-performance.md).

![Video media slot](https://mintcdn.com/callaro-docs/1fJs_sKJdgiwY8nj/media/scripts-and-ai/slot-01.mp4?fit=max\&auto=format\&n=1fJs_sKJdgiwY8nj\&q=85\&s=ced733e32205d7a1bd111ffa66886cbd)

**What the video should show:** Edit objection text → save → open a recent call transcript where a pushback occurred.

## Related articles

* [Customising your call script](https://help.callaro.ai/scripts-and-ai/customising-your-script.md)
* [How the AI handles calls](https://help.callaro.ai/scripts-and-ai/how-the-ai-handles-calls.md)
* [Prompt writing fundamentals](https://help.callaro.ai/scripts-and-ai/prompt-writing-fundamentals.md)
* [Reviewing agent performance](https://help.callaro.ai/scripts-and-ai/reviewing-agent-performance.md)


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