Procedures

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What are Procedures?

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Procedure Syntax

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Actions: {{action:action_name}}

1. Ask the customer for their order number
2. Fetch order details using {{action:get_order_details}}
3. Tell them their order status

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Conditions: {{if:condition}} ... {{else}} ... {{endif}}

{{if:order_status == "shipped"}}
Your order has been shipped! Tracking: {{tracking_number}}
{{else}}
Your order is still being processed. Expected: {{estimated_ship_date}}
{{endif}}

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Escalations: {{escalate:escalation_path_id}}

If the customer needs more help:
{{escalate:escal_path_support}}
I've connected you with a human agent.

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Complete Example

# Order Status Check

1. Ask the customer for their order number
2. Fetch order details using {{action:get_order_details}}
3. Check the order status:
   {{if:order_status == "shipped"}}
   - Your order has been shipped!
   - Tracking number: {{tracking_number}}
   - Expected delivery: {{delivery_date}}
   {{else}}
   - Your order is still being processed
   - Current status: {{order_status}}
   - Estimated shipping: {{estimated_ship_date}}
   {{endif}}

4. If the customer needs more help:
   {{escalate:escal_path_support}}
   I've connected you with our support team.

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Creating Procedures

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Step 1: Create Agent Actions

1. Navigate to Agents → Your Agent → Actions
2. Click “Create Action”
3. Configure the action:
   • Name: get_order_details
   • Description: Fetch order details from API
   • HTTP Method: GET
   • URL: https://api.example.com/orders/{{order_number}}
4. Click “Save”

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Step 2: Create Escalation Paths

1. Navigate to Agents → Your Agent → Escalations
2. Click “Create Escalation Path”
3. Configure the escalation:
   • Name: Support Team
   • Platform: Slack
   • Destination: #support-channel
4. Click “Save”

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Step 3: Create Procedure

1. Navigate to Agents → Your Agent → Procedures
2. Click “Create Procedure”
3. Configure the procedure:
   • Title: Order Status Check
   • Content: Write your procedure using the syntax described above
4. Enable the procedure
5. Click “Save”

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How Procedures Execute

1. Document is parsed for syntax markers
2. Actions execute and results are stored in context
3. Conditions evaluate using context data
4. Appropriate blocks execute based on conditions
5. Escalations trigger when needed
6. Processed document is provided to AI agent
7. AI agent responds using the enhanced context

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Context Variables

• {{action:get_order_details}} → stored in @context['get_order_details']
• Access nested fields: order.status, customer.email
• Use in conditions: {{if:order.status == "shipped"}}

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Condition Syntax

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Comparison Operators

• == - Equal to
• != - Not equal to
• > - Greater than
• < - Less than
• >= - Greater than or equal
• <= - Less than or equal

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Examples

{{if:amount > 100}}
{{if:status == "active"}}
{{if:order.total >= 50}}

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Best Practices

1. Test actions first: Ensure actions work before using in procedures
2. Use clear condition expressions: Keep conditions simple and readable
3. Handle errors gracefully: Actions may fail - design procedures accordingly
4. Test escalation paths: Ensure escalation paths are configured
5. Use descriptive variable names: Makes conditions easier to understand

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Troubleshooting

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Action not executing

• Verify action name matches exactly
• Check action is enabled
• Review action configuration (URL, method)
• Check Rails logs for errors

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Condition not working

• Verify variable exists in context
• Check condition syntax
• Test condition expression separately
• Review context data structure

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Escalation not triggering

• Verify escalation path ID is correct
• Check escalation path is active
• Ensure escalation path belongs to agent
• Review escalation service logs

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Next Steps