Procedures

A procedure is a set of steps the assistant follows for one kind of request. The assistant asks the customer for what the steps need. At the end, it can take actions for your team, such as adding a label or assigning the conversation.

Create a procedure

1. Go to Settings › Assistant and click New procedure.
2. Fill in the form:
   • Name: a short name, such as "Bug report".
   • When to follow it: the kind of request, such as "The customer reports something broken or an error in the app".
   • Steps: what the assistant should do, in order. For example: ask which page and browser, tell the customer the team will look into it today, then label the conversation and add a note.
   • Team actions it may propose: the actions it may take at the end. You can choose Add a label, Assign, Set status and Add a note.
3. Click Save.

A business can have up to 10 procedures.

Approve the actions

By default, a teammate approves the actions before they run. When the assistant finishes the steps, it hands the conversation to your team. The inbox shows the proposed actions above the reply box. Click Approve to run them or Dismiss to drop them.

To run the actions without approval, turn off A teammate approves the actions first in the procedure. The actions then run as soon as the steps are done. Use this only for actions you trust the assistant to take on its own.