Integrations
Procedures.
A fixed series of actions and checks that always runs in the same order, like checking an order before starting a return.
An action is one request. A procedure chains up to 12 steps into one job, in the order you set. Use one when a task always takes several calls, or when a later call needs data from an earlier one.
For example, return an order:
- Run action
get_order: look up the order. - Check a condition: the order's status is not "processing". If it is, stop and tell the customer it can be cancelled instead.
- Run action
create_return: start the return with the reason the customer gave.
Build a procedure
Open the Procedures step and press Add procedure.
| Field | What it's for |
|---|---|
| Procedure name | A short id, like return_order. |
| What it accomplishes | What the whole procedure does. |
| When to use | When the agent should start it. |
| Customer inputs | Values the agent collects before starting, like the order number and the reason. |
Then add steps. Each step either runs an action or checks a condition:
- In an action step, map its inputs from the procedure's inputs,
{{args.order_id}}, or from an earlier step's result,{{steps.order.status}}. - A check compares a value: equals, not equals, exists, greater than or less than. Write the message the customer gets when the check fails.
How a procedure runs
- Steps run in order. Lookups run right away.
- Every step that makes a change still shows the customer its own card and waits for Confirm.
- The procedure stops if the customer cancels, a check fails or an action fails. The customer is told why.
- Steps that already finished are not undone. If step 3 fails, steps 1 and 2 still happened, so put changes as late as you can.
Test it
Simulate procedure runs the whole thing against mock responses you write for each step, so you can check every path, including failed checks, without touching your system.