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What you can do

Define the steps AI should follow for a specific kind of customer problem. Where to find it: AI → Procedures

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Before you start

  • AI configuration access and a connected provider.
  • The business tools and allowed actions needed for the procedure.

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Steps

1
Create a procedure from a relevant template. Choose its eligible inbox and describe when it should apply, such as a failed order that can safely be retried.
2
Write the instructions and choose the exact connected operations it may use. Do not ask customers to supply internal account identifiers as proof of ownership.
3
Inspect the proposed steps before applying them to the draft. Check information collection, conditions, approvals, handoff and how success will be verified.
4
Open Versions & tests and simulate ordinary cases, missing information, rejected approval and an uncertain external result. Correct the draft until the outcomes match your intentions.
5
Review and publish the version. Check Procedure outcomes and active cases. Pause it to stop new cases or activate a previous published version when needed.

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Example

A failed-job procedure verifies ownership and failure state, requests a permitted retry, then checks the result before reporting success.

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Things to know

  • A procedure is a problem-solving process; an ordinary workflow responds to a selected event.
  • Publishing requires the relevant customer-AI and connector settings. A simulation does not authorize live actions.
  • Pausing stops new cases; it does not undo an action or automatically change the version used by a case already running.
  • Staff can answer a pending consultation, take over, resume or cancel a case where allowed. Customer confirmation and staff approval serve different purposes.

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What happens next

AI has a reviewed process with bounded actions and a defined handoff instead of open-ended permission to act.

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If something goes wrong

  • Procedure not selected: check publication, applicability, eligible inboxes and customer-AI settings.
  • Action unknown: reconcile its original result before another attempt.
  • Cannot complete: verify success using the expected evidence instead of assuming a queued action succeeded.

Review AI actions safely

Let AI request allowed business actions and have the right person approve sensitive work.

Evaluate and improve AI responses

Compare AI behavior with examples and use outcomes to choose improvements.

Support procedures and resolution

Create, test and publish support procedures with approved actions and human handover.