Your team's playbook, followed every time
Write how you handle refunds, exchanges and disputes as plain steps. Required steps, approvals and amount limits are checked on our side for every action — not just suggested to the AI.
- Start from a template
- Required steps
- Approval steps
What you get
Start from a template
Order refund, product exchange, where is my order, billing dispute, live agent during support hours, and lead plus meeting.
Required steps
A required step must be done before any later step's action runs, and the procedure can't end as resolved without it.
Approval steps
The step's action always waits for your team, in the chat and under Approvals, and the customer hears back when you decide.
Amount limits
Let the agent refund small amounts on its own, and send larger ones for approval — or refuse them.
Only inside procedures
Mark a sensitive action so the agent can use it only while following the procedure it belongs to.
A trace of every run
Each step, each action — run, blocked or waiting — handoffs and the outcome, plus how often each procedure resolves the chat.
A natural conversation that still follows the rules
Unlike a fixed flow, the agent talks normally while it works through your steps. It can't skip what you marked as required, and it can't exceed a limit you set.
- Checks enforced on every action call
- Natural replies, in the customer's language
- Covered by your tests, so changes don't break it
How it works
Set up in three steps
- 01
Say when it applies
One sentence, like “The customer asks for a refund”. When a chat matches, the agent starts the procedure.
- 02
Write the steps
In plain words and in order. A branch is just a sentence: “If it was delivered more than 14 days ago, explain the policy and hand over.”
- 03
Add the rules
Mark steps as required or needing approval, and set limits such as “refund up to 50; above that a person approves”.
FAQ
Questions people ask
Still wondering about something? Ask us or read the docs.