Agents

Procedures

Turn your SOPs into step-by-step instructions your agent follows when a condition is met or something happens on a board.

A procedure is a set of step-by-step instructions your agent follows when a condition is met or something happens on a board. It keeps the agent focused and walks it through several tools in order, so the form, the visit, and the handoff finish as one job you can see.

Use procedures for any process you would hand a new teammate as a checklist: qualifying a lead, booking a visit, escalating a complaint.

When to use a procedure

Tool	What it is	Use it when
Instructions	The agent's general prompt on the Agent tab.	You want to shape tone, scope, and rules for every conversation.
Actions	Single tools the agent can call, like Calendar or Smart Forms.	One tool answers the request, and the agent can decide when to use it.
Procedures	Ordered steps that chain several tools, with optional approvals.	A job has a fixed order and must finish the same way every time.
Workflows	Trigger and actions across tools, with no conversation.	Something should happen in the background, like a new lead creating a board item.

System procedures

Every agent comes with two system procedures. They are already configured, and the agent follows them without you writing one.

Procedure	Starts when
Ticket for escalation	Someone needs a person.
Contact sign-ups	Someone messages the agent.

Create a procedure

Open the Procedures tab

Open an agent from My Agents, go to the Procedures tab, and click New procedure.

Name it

Give the procedure a name your team will recognize in the list, like "Book a showroom visit".

Describe when to use it

Under When to use, describe the condition in plain words, for example "The customer wants to see a product in person." Leave it blank to start the procedure only from events.

Train on examples (optional)

Click Train on examples to add sample messages that should start this procedure. This helps the agent recognize the condition.

Set the audience and board

Choose who the procedure applies to. The default is Everyone on All channels. Pick a Board if the procedure should create or update items there.

Add events (optional)

Under Based on events, click + to start the procedure when something happens on a board, like a new item or a status change.

Write the instructions

Under Instructions, write numbered steps. Type @ to insert a tool and {{ to insert a field.

Test it

Click Test and run simulated conversations. Run all tests before you go live.

Publish

Click Publish. The status changes from Draft to Live.

The procedure editor with When to use, events, and instructions

You should see the procedure in the list with the status Live and the condition under Starts when.

Approvals

Add an approval step when a person must sign off before the agent continues, like a discount or a refund. Name the teammates who can decide. They approve or reject on the board item or by link, and the agent continues with the result.

Statuses and metrics

Each procedure has one of three statuses:

Status	What it means
Live	The agent follows the procedure in conversations and on board events.
Draft	Saved but not in use. Test and publish when ready.
Paused	Turned off for now. Existing settings are kept.

The list shows how each procedure performs:

Column	What it shows
Starts when	The condition or event that starts the procedure.
Outcomes	How many runs finished.
Outcome rate	The share of runs that reached an outcome.
Resolution rate	The share of runs that resolved the customer's request.
In progress	Runs that are still open.

Filter the list by status, or sort by Recently updated.

Procedures on boards

Every board item has a Procedures panel that shows which procedures use that board. If none do, the panel says so and points you to an agent's Procedures tab. See Boards.

Example: Book a showroom visit

Example

This is a sample procedure to show the shape of good instructions. Tool and field names in your workspace may differ.

When to use: The customer wants to see a product in person or asks to visit the showroom.

Instructions:

Ask which product the customer wants to see and confirm {{customer name}} and {{phone number}}.
Use @Smart Forms to collect the visit details: product, preferred day, and number of visitors.
Use @Calendar to check showroom availability and offer the customer two open times.
If the customer asks for a private after-hours visit, request approval from the showroom manager before you confirm.
Book the chosen time with @Calendar, then confirm the date, time, and address to {{customer name}} in one short message.

Best practices

One job per procedure. Split a long process into two procedures instead of one with many branches.
Write the condition the way customers talk. "Wants to visit the store" works better than an internal code.
Name the tool in each step. Use @ so the agent knows exactly which tool to call.
Put approvals where money or risk is. Discounts, refunds, and exceptions are good places for a sign-off.
Test before every publish. Run simulated conversations for the happy path and at least one edge case.

Next steps

Actions

Enable the tools your procedures call.

Boards

See where agents and people share work.

Workflows

Automate background tasks across your tools.

Smart Tickets

Hand conversations to a person when needed.