Procedures: fixed rules
Procedures: fixed rules
Make the agent follow exact steps for certain requests, written in your own words or as fixed steps.
Procedures are used when the agent runs in procedures mode (switch it on the Prompt tab). The first enabled procedure whose rule matches the caller's message runs.
Two kinds
- Describe it in your own words: write it like instructions to a new team member, in any language. The AI follows it over several messages and can use the agent's webhooks, end the call, and transfer to numbers you write.
- Fixed steps: a match rule and steps that run in order: send a message, ask the AI, call an HTTP API, tag the conversation, transfer the call or hang up. Later steps can use earlier results, like
{{output.order}}.
- Go to Procedures and click New procedure.
- Fill in When should this run?, for example “The customer wants to return or exchange an item”. Leave it empty to run on the first message, whatever it says.
- Write the steps, for example: “1. Ask for the order number. 2. Look it up with Order status. 3. Ask the reason for the return. 4. Read the details back and confirm.”
- Save and try it on the Test tab.