Smart Operating Procedures

Write a procedure once in plain English.
The same Smart OP runs on chat, voice, tickets, and Agent Assist.

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Smart OP

AI Workflow Active

Define SOP

Execute

Define your SOP in plain English

Intents + Actions described naturally

When to use the Shipping DelaySmart OP

Use this when customer asks about why their order hasn't arrived yet

What steps to take in this Smart OP

1. Check the order status by calling order_statusAPI

2. If the status is in_transit:

a. Retrieve the tracking_update

b. Share it with the customer

3. If the status is delayed:

a. Apologize for the delay

b. Offer a 10% discount by calling apply_discount

Smart OP

Intents defined in Natural Language

Actions & conversation defined in Natural Language

Write Workflows in Plain English, Execute with Code-Level Precision

Stop waiting on engineering to build brittle decision trees. Your CX team writes procedures in natural language and the AI compiles them into executable logic. That same procedure answers the customer on chat or voice, auto-responds on a ticket, and drafts the reply your agent sees in Agent Assist.

Smart OP Builder

Natural Language

Compiled Logic

Your SOP in Plain English

💬When a customer asks about a refund...

🔍Look up their order using the Order API

📅Check if it's within the 30-day return window

✅If eligible, process the refund automatically

⚡If not, offer store credit and escalate if needed

📧Send confirmation email with refund details

Auto-compiled Workflow

intentrefund_request
apiGET /orders/{id}
conditiondays_since_purchase ≤ 30
actionPOST /refunds
fallbackoffer_credit → escalate
actionPOST /notifications/email

Connected Systems

4 Active

☁️

Salesforce

CRM

💳

Stripe

Payments

🎫

Zendesk

Tickets

🛒

Shopify

Orders

Smart OP Engine

Live API Call200 OK
GET/contacts/{email}
→ Customer found: Premium tier

Take Actions Across Every System Your Team Uses

Smart OPs integrate directly with your CRM, ticketing, payments, and order management systems. Automatically look up customer data, process refunds, update tickets, and trigger downstream workflows, all within a single procedure, without switching tools.

Enterprise-Grade Guardrails for Every Interaction

Built-in guardrails ensure critical operations like identity verification, high-value refunds, and compliance-sensitive requests are handled securely. Smart OPs automatically detect when to escalate to a human, so your customers always get the right level of support.

Guardrails Engine

Incoming Request

Customer requests account deletion

🔐Identity verified

📋Compliance check: GDPR

⚠️Active subscription detected

Decision

Escalated

Escalate to retention specialist

Simulation Runner

Ready

Testing:Refund Request Smart OPv2.1

Refund within window

Order #1234, 5 days old

Refund past window

Order #5678, 45 days old

VIP customer complaint

Premium tier, urgent

Missing order info

No order ID provided

High-value refund

Order #9012, $750

Test Results4/5 passed

94%

Coverage

1.2s

Avg Latency

1 flagged

Edge Cases

Test, Iterate, and Deploy with Confidence

Run every Smart OP through a simulation environment before it touches a live customer. Test against real-world edge cases, validate accuracy, compare versions, and iterate rapidly. A robust suite of testing, versioning, and alerting tools built right in.