Working with customers
Procedures
Your team's step-by-step way of handling refunds, exchanges and disputes — with required steps, approvals and limits the agent can't skip.
Open Build → Procedures. Start from a template (order refund, product exchange, where is my order, billing dispute, live agent during support hours, lead + meeting) or write your own.
How it works
- When to use it — one sentence, e.g. *The customer asks for a refund*. When a chat matches, the agent starts the procedure.
- Steps — written in plain words, in order. A branch is just a sentence: *If it was delivered more than 14 days ago, explain the policy and hand the chat to the team.*
- While following it, the steps are in front of the agent, and each step it finishes is marked done.
Rules the agent can't break
These are checked on our side for every action call — not just asked of the AI:
- Required — a required step must be done before any later step's action runs, and the procedure can't finish as *resolved* without it.
- A team member approves — the step's action always waits for your team (under Actions → Approvals, and in the chat).
- Limits — for example *refund up to 50 on its own; above that a team member approves* (or *not allowed*). The limit reads the action's field you name, such as
amount. - Only inside procedures — set on the action itself (Actions page). The agent can't use it outside a procedure, or outside the procedure it belongs to.
Runs
Runs shows every time the agent followed a procedure — each step, each action (and whether it ran, was blocked or waited for approval), handoffs and the outcome: resolved, handed to the team or stopped. Each procedure shows how many runs it had and how many were resolved.
Test them
Add a test under Build → Tests with *Must use → Start a procedure*, to make sure it's still picked up after you change something.