Procedures
Your way, every time.
Write down how your team handles a request. Your agent follows the same steps in every conversation.
You write
Refund request
When a customer wants to return a purchase.
- 1Ask for the order number and the reason.
- 2Find the order with @look_up_order.
- 3If it was delivered in the last 30 days, start the return with @create_return.Otherwise, offer store credit instead.
- 4Confirm what happens next.
Customers get
Instructions set the tone. Procedures get it done.
Instructions
How it talks
Tone, rules, and limits. They apply to every conversation.
Procedures
What it does
Steps for one kind of request, like a refund. They start only when needed.
Describe it. Get the steps.
Explain the process in your own words and it becomes a flow you can edit. Or start from a template.
How to write a procedure
Ready when your customers are
They're already asking. Train an agent on your site and have it answering by this afternoon.
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