Procedures

What they're for
Some requests must follow your process word for word. A procedure is a list of steps: Ask (with a check: number, email, phone, yes/no), Say, Run action (any action you've set up, e.g. order status), If (jump to another step based on an answer or an action result), Hand to team, and Finish.

How it starts
Write when it should start, in plain words ("asks for a refund or wants their money back"). When a customer's message matches, the agent runs the steps instead of improvising. Procedure steps use no AI credits. Customers can type "cancel" at any time.

A/B tests
Under A/B tests, write a second set of instructions and choose how many new chats get it. Each chat keeps its version. The page compares hand-offs, resolution, ratings and thumbs, and tells you when the difference is more than noise. Keep the winner with one click.