Write the steps your agents follow.
Turn the way your team handles a request into a Procedure, then test it on practice conversations before customers ever see it.
Write it the way you'd explain it to a new hire.
Describe the steps in plain language and point to the tools and fields the agent should use. The same Procedure works in customer conversations and on board items.
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In conversations
The agent follows it on calls, chats, and messages when the request matches.
On board items
It starts when an item changes or waits too long, on boards that allow agents.
Choose when it starts.
A Procedure can start from what a customer asks, from something that happens on a board, or from time passing.
Give examples of what customers say when the Procedure applies, and when it doesn't. The agent uses it when a request matches.
Handle the exceptions, not just the easy path.
Real requests don't all look the same. Tell the agent what to do when they don't.
Conditions
Branch on the request and on the customer's contact and order details, then follow the steps that fit.
Stop for a reply, or for a person.
A Procedure doesn't have to finish in one go. It can wait, ask someone to decide, or hand the work over.
Wait
Pause until the customer replies, a status or field changes, or the time you set passes.
Ask for approval
Named teammates approve or reject on the board item or through a link. Approval steps can also expire.
Hand off
Assign a person and leave a note when the agent should stop and someone should take over.
Send an approved message
Some messages shouldn't be improvised. Add a step that sends the exact words you approved.
Practice the conversation before customers do.
Simulations play the customer, so you see how the agent follows the Procedure and where it goes wrong, before you publish.
Publish only what passes.
Every change is a new version. Compare it with the live one, and let failing tests stop it from going out.
See what changed
Compare the draft with the published version, line by line, before new runs use it.
Run all tests first
Turn it on, and publishing stops if a single test fails. The live version keeps running.
Every run leaves a trace. Find where it stopped and step in.
Open any run from the runs list to see the steps it finished, where it's waiting, what failed, or who it was handed to. Pause, resume, hand off, or cancel it from there.
Results stay where the work happened, on the conversation or the board item. On boards, Procedures only edit where you allow agents, and fields marked Humans only stay with your team.
How Boards workQuestions, answered.
Still unsure? Talk to a human.
Still unsure? Talk to a human.
Write your first Procedure today.
Ask Ally for a draft, test it, and publish when it passes. 14 days, no credit card.