An AI Procedure is a set of step-by-step instructions your AI agent follows when a conversation matches it. You write the steps in plain language, and the editor turns each one into an action the agent runs: ask the customer, look up their order, cancel a booking, hand off to a team.
Use procedures for requests your business handles the same way every time, where the agent must follow your order of checks and rules instead of deciding for itself.
What a procedure can do
Ask the customer a question and wait for the answer: free text, a choice of fixed options, or a pick from a list such as their bookings.
Read data from your store or connected systems, such as an order or a customer's bookings.
Write changes, such as cancelling a booking. Write actions are always confirmed by the customer first.
Branch with IF / ELSE IF / ELSE conditions, judged by the AI from a sentence, or by a short code expression.
Compute exact values with a short Python snippet: days since an order, a total, a filtered list.
Look up content in your knowledge base and answer from it.
Work in your inbox: create a ticket or task, add a note or topic, tag the contact, or save contact attributes.
Hand off to a team, or end the conversation with your own closing message.
Run a sub-procedure, a shared set of steps you write once and reuse.
How it fits with your AI agent
Each published procedure has a When to use description. When a customer's message matches one, the agent follows that procedure. When none matches, the agent answers as it normally would, using its knowledge base and actions.
Use | Best for |
Knowledge Base | Facts and policies that are the same for every customer |
AI Agent on its own | Standard requests its actions already cover |
AI Procedure | A specific process your business requires, in a set order, with your rules |
Where to find it
Go to Chatbot → AI Chatbot → AI Procedures. If your business has several AI agents, open the agent first: AI Procedures is listed with that agent's pages, and each agent has its own procedures.
Once you have a procedure, you'll see two tabs:
Procedures start from customer conversations.
Sub-procedures are called by other procedures, never directly by a customer.
Limitations
Steps run one at a time, in order.
A condition can't be placed inside another condition's branch.
The agent can't collect attachments, so ticket types that need one can't be created by a procedure.
FAQ
Does a procedure replace my Knowledge Base? No. The agent still answers from it, both inside and outside procedures.
Can a procedure change data without asking? Changes in your connected system (Write actions) are always confirmed by the customer first. Inbox steps (tickets, tasks, notes, topics, contact tags and contact attributes) and store coupons run without asking.
Do I need to write code? No. Code is optional, for exact calculations. The editor can also write it for you.