Procedures

A procedure tells the agent how you work in one situation: what starts it, what to keep in mind while it lasts and which of your tools to reach for. Outside that situation, the agent follows its general instructions.

Create a procedure

Open Procedures

Go to AI Agent → Procedures and press New procedure.

Name it

Write a Name you will recognise, for example "Returns".

Say what starts it

In Starts when the customer says, write words or phrases separated by commas. A single word matches that whole word. A phrase matches the whole phrase.

Write what the agent should do

In While it runs, the agent should, write what to ask, check or explain, in your own words. The agent gets these instructions only in the replies this procedure covers.

Pick what it reaches for

Under Reach for, select the lookups the agent should use first, such as order lookup or product search. The list shows only the lookups your workspace has.

Save

Leave Active on and press Save.

Edit, pause or delete

In the list, press Edit to change a procedure. Switch off Active to pause it: it stays in the list marked paused. Press Delete and confirm Delete it? to remove it.

What a procedure cannot do

A procedure steers the conversation. It never books, cancels, sends or charges anything on its own. Those actions still happen only when the agent and the customer agree on them, under the agent's normal rules.

Check it works

Open Test the agent and write a message with one of the trigger words. The Turn trace shows the Procedure that ran.

Example

Field	Example
Name	Returns
Starts when the customer says	return, refund, send it back, exchange
While it runs, the agent should	Ask for the order number and the reason. Explain that returns are accepted within 30 days in original condition. Offer an exchange first.
Reach for	Order lookup

Write it the way you would brief a new colleague: what to ask, in what order, and what never to promise.

Limits

Limit	Value
Procedures per workspace	10. Delete one to add another.
Plans	All plans