Norm

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Introduction

Norm is the AI assistant built into Bland. You describe what you want in plain English, and Norm builds, edits, tests, and debugs your agents for you. Agents, tools, analytics, and triage all work from one conversation. Norm works the way an experienced Bland engineer would: it inspects the live state of your account before making changes, works in development so production keeps running, tests against real call data, and only ships changes when you’re ready.

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Where to find Norm

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Norm on the Overview

The all-agents Overview in the Bland dashboard is the home for your Norm conversations.

• Conversations table. Your own Norm conversations appear under the address book, newest first, with a Last active column. The table shows 10 rows. Select Show all to see older conversations.
• Full-page chat. Select a row, ask a question in the Overview composer, or select New chat to open the conversation full page. A recent-chats rail on the left lets you switch conversations, and you can hide it. Select Exit at the top right to return to the Overview.
• Row menu. Open a row’s menu to Copy conversation ID or Rename the conversation. Renaming doesn’t change the conversation’s position in the list.

On the Overview, Norm opens full page instead of in the side panel. On every other page, Norm opens in the side panel as before. If you leave the Overview with a conversation open, that conversation continues in the side panel. To move a side panel conversation onto the full page, select the thread button in the side panel header.

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What Norm can do

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Build and edit agents

Norm can create a new agent from a description or edit an existing one, including its prompts, pathways, tools, knowledge, and settings. Common requests:

• “Build me a scheduling agent that books appointments on Cal.com.”
• “Add a node after intake that verifies the caller’s policy number against our CRM.”
• “Change the transfer fallback on this agent to go to billing instead of sales.”

Norm edits each part of an agent through the right interface rather than hand-writing raw config.

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Test and debug

Norm has direct access to your call logs and transcripts. When you point it at a problem, it gathers the evidence before suggesting a fix. Common requests:

• “Why did call abc-123 fail to transfer?”
• “This agent is misrouting refund requests to the cancellation flow. Find out why.”

To check a fix on the exact turn that went wrong, use Testbed. It re-runs one turn of a real conversation with your changes, without redialing anyone.

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Query analytics

Ask any question about your call data in plain English. Norm picks the right aggregation, time range, and visualization for the question. Common requests:

• “How many calls did I get in the last 10 minutes?”
• “Transfer rate by agent over the last 30 days, as a bar chart.”
• “Compare average call duration this week vs. last week.”
• “Top 5 disconnect reasons for failed calls yesterday.”

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Fix issues from Triage

Flag a call as a Triage issue and hit Norm Fix. Norm pulls in the failing call and its agent, reproduces the failure, applies a fix, and verifies it against the original call. Every change Norm makes is reviewable on the issue, so you can see exactly what it touched before the fix reaches production.

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Run skills

Skills are reusable workflows that scope Norm to a specific task, a built-in skill like /systematic-debugging, or a custom skill your team writes. Type / in Norm chat to open the skill menu. Custom skills are scoped to your organization and let you encode anything your team does repeatedly: brand-voice enforcement, common agent scaffolds, or your standard QA scenarios for every new agent.

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How Norm keeps production safe

Norm never edits what live calls run. A call runs the version pinned to production, and every change moves through these stages:

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Tips for working with Norm

• Anchor on a real call when possible. If you’re debugging, paste the call ID. Norm will pull the full call and reproduce the failure before suggesting a fix.
• Be specific about scope. Norm follows surgical-edit rules: it changes what you asked for and nothing else. If you want broader cleanup, say so.
• Ask Norm to explain before it edits. “Walk me through what you’d change before doing it” is a valid prompt.
• Use skills for repeatable work. If you find yourself giving Norm the same instructions repeatedly, turn them into a custom skill.

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