Procedures turn your best support playbooks into AI that acts. Instead of one-shot answers, your AI agent can now follow a structured, multi-step flow you design — asking the right questions, calling the right tools, looping in a teammate for approval, and resolving the request end to end. Reliable, on-brand, and across every channel.
✨ New
Build playbooks visually
- A new Procedures area in the sidebar with a document-style builder.
- Compose flows from simple blocks: Step, If / Else, Ask the customer, Wait for approval, Use a tool, Look up content, Hand off to human, and End.
- Drop tools straight into a step with inline
@-mentions — your custom actions, MCP tools, and built-ins all appear with their icons.
Smart, intent-based triggering
- Procedures start automatically when a customer's message matches what the procedure is for — no rigid keywords.
- One runs per conversation and switches intelligently when intent clearly changes, without abandoning a flow on a single off-topic message.
Ask, wait & resume
- Ask the customer pauses the conversation, waits for the reply, and picks up exactly where it left off — even across hours or days.
- Questions are phrased naturally, in the customer's language and your brand voice.
Human-in-the-loop approvals
- Wait for approval pauses a procedure until a teammate approves or rejects — right from the conversation view — then continues down the matching branch.
- Customers are kept informed while they wait.
Handles real conversations
- Side questions, handled: if a customer asks something off-topic mid-flow ("wait, what are your hours?"), the agent answers it from your knowledge base and smoothly returns to the procedure.
- No dead-ends: procedures hand off to a human cleanly when needed, and never close a conversation without a reply.
Live, on every channel
- Replies stream in real time on the web widget.
- Works on web, email, WhatsApp, and Instagram, with channel-appropriate pacing.
🔧 Under the hood
- Deterministic execution — steps run in order, every time; no skipped or collapsed steps.
- Scoped tools — each step can only use the tools it actually needs.
- Resilient — a hiccup in one step won't derail the whole conversation.
- Faster — procedure-driven replies skip unnecessary processing.
Start building under Procedures in your dashboard.