Procedures
Give agents reusable, step-by-step playbooks for specific situations like refunds or cancellations, selected automatically from the conversation.
A procedure is a reusable, step-by-step playbook an agent follows for a specific situation — processing a refund, cancelling a subscription, or verifying a customer's identity. When a conversation matches, the agent follows the procedure step by step instead of improvising.
Procedures may require a plan
Procedures are an advanced feature and may not be available on every plan. If you don't see the Procedures tab, check your plan or contact your workspace admin.
Persona vs. procedure
The two work together:
- The persona is the agent's general character — how it thinks and talks across every conversation.
- A procedure is a precise script for one situation, used only when that situation comes up.
Use the persona for tone and broad rules. Use a procedure when you need the agent to follow exact steps every time.
Why procedures
- Consistency — the same situation is handled the same way, every time.
- Reusable — write a procedure once and attach it to multiple agents.
- Versioned — edit safely as a draft and publish when ready.
- Automatic — the agent picks the right procedure from the customer's message; you don't route manually.
How it fits together
Author the procedure
Write the steps, conditions, and routing in the editor.
Set when it applies
Describe when the agent should use it so it gets selected at the right moment.
Publish it
Publish a version to make it live.
Test it
Run simulations to confirm it behaves the way you expect.
In this section
Agent templates
Start from a pre-built template instead of a blank agent to get a tested starting prompt and sensible defaults for common support roles.
Authoring a procedure
Write a procedure as a rich-text document with inline step badges, then reuse blocks, declare variables, and reference tools as you go.