Complex tasks, handled end to end
A refund with eligibility rules, a plan change with proration, a claim that needs three checks. Too involved for an answer, too routine for a person.
Train your agent the way you train a teammate
Write your procedures in plain English, the same way you'd write an SOP. Add the conditions, the lookups and the actions, and your agent follows them the same way every time.
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Refunds and returns
DRAFTPUBLISHEDRevision 3 · written here in the dashboard on Sep 19 · edited by Priya
1,600 of 12,000 characters
45 of 50 steps remaining
Written for Northwind Assistant
Refunds and returns
Draft waitingBooking an appointm…
In useUrgent outage reports
Set aside · from your assistantWrite another
When should the agent use this?76/500
Someone asks for their money back, or says an order arrived wrong or broken.
- 1
Let them say what went wrong in their own words before offering anything. Use their name, {{contact.name}}, once — not in every line.
- 2
Use @find_order to pull up the order they are talking about. Ask for the order number if they have it, otherwise the email they used.
- 3
Say plainly what our returns window is and where their order sits inside it, as of {{system.local_date}}. Do not promise an outcome you have not confirmed.
- 4
If a refund is the right remedy, say so and use @start_refund. If a replacement fits better, offer that first and explain why.
- 5
If they are still unhappy, or the order is outside anything you can settle, use @bring_in_teammate rather than repeating yourself.
- 6
Add a step
Type @ to use an ability, {{ for a detail, Enter for the next step.
Write the “when” into the sentence itself — “If it’s after hours, use @create_ticket instead.”
Trusted by over 100+ businesses
- Greet customer and ask how to help.
- Ask for order number or email to locate order.
- Use
⚡ lookup_orderto retrieve the order details. - Confirm which item the customer wants to return.
- Check the return window eligibility.
- Check the customer information.
- Use
⚡ payment_infoto retrieve payment details.
The difference between answering and doing
Most agents answer the question. A procedure gives yours the steps to finish it, the same way every time.
The same way every time
Two customers with the same problem get the same process. Not a similar answer, the same steps, in the same order, with the same checks.
Change it in minutes
A policy changes on Monday. Edit the step, re-run your tests, and every conversation follows the new rule. No sprint, no ticket.
Written like language, run like logic
Every support team already has procedures, in a Google Doc or in the head of whoever has been there longest. Procedures are the same, except your agent follows them.
Write it like you'd write it for a person
Numbered steps in plain English. "Ask for the order number." "Check whether it's inside the return window." Anyone who can brief a new hire can write one.
Conditions and branching
If the order is inside the return window, do this. If it isn't, do that. Real conditional logic, written as a sentence rather than assembled from blocks.
Steps that must happen
Verify identity before showing an account. Check eligibility before promising a refund. Mark a step as required and the agent can't skip past it to reach a faster answer.
Limits at the step level
Set what the agent can decide alone, what needs approval and what always goes to a person. Different rules for a $10 refund and a $500 one.
No improvisation inside a procedure
Outside a procedure the agent reasons freely. Inside one it follows your steps. You choose which is which.
Anyone can read what it will do
A procedure isn't hidden behind a canvas or a config screen. Compliance, a new manager or a lawyer can read the steps and know exactly what the agent does before it does it.
Everything your agent can do, out of the box
Here's your current plan.
Your subscriptions
Hobby +240.00 USD/mRenews on April 12, 2025
Takes the action
Issue the refund, change the booking, update the subscription across all three systems.
Hey, I got the wrong size on order #84213
Thinking
Checked data sources
Return PolicyProduct Warranty Guide
Procedure: Order exchange
lookup_ordercheck_inventorycreate_exchangeescalateSee it run
Run the procedure against real scenarios and watch each step execute, including the branches you hope nobody hits.
Looks it up
Pull the order from Shopify or the invoice from Stripe, right where it’s needed.
Branches on data
What comes back from one step shapes the next, not what the customer said.
Pauses for approval
Where a human should sign off, it stops, asks, and continues on approval.
Start from templates
Refunds, identity checks, billing disputes, bookings. Ready to adapt to how you work.
Regression tested
Save your scenarios and re-run the whole set on every edit.
Reads the trace
Which steps ran, which conditions were met, and what each lookup returned.
The procedures most teams need, ready to adapt
Process a return or refund
Check eligibility against your policy, offer the exchange first, issue the label, confirm the timeline.
Verify a customer's identity
Confirm who you’re speaking to before anything sensitive is shared, with the checks your policy requires and an escalation path when they fail.
Change/cancel a subscription
Compare what they have with what they're asking for, apply the proration rules, take the change and confirm what happens next.
Account password reset
Help users reset passwords to securely regain account access.
Where is my order?Passed
How do I track my shipment?Passed
Can I get a refund on a sale item?Passed
How long do refunds take to process?Passed
Do you offer installment plans or financing?Passed
Do you refund shipping costs on returns?Passed
How do I cancel a subscription?Failed
Can I exchange my order?Passed
Where is my return label?Passed
Show me the latest collection…
Completed 3 actions
Checked data sourcesReturn Policy
Procedure: Order return & refundShopify Get Order
Action: Generate Return LabelHere are 3 products…
Orange sneaker
Pastel sneakerSee it run before a customer does
Works with the tools you already use
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Frequently asked questions
A written set of steps your agent follows for a specific situation, the same way an SOP guides a teammate. You describe when it applies, what to check, what to ask and what to do, and the agent works through it the same way every time.
No. You write the steps in plain English. Where a step needs data or a system, you attach a lookup or an action to that step, and the rest stays ordinary writing.
Each procedure says when it applies, in its own first lines. The agent matches the customer's situation against those conditions and picks the procedure that fits, so you never script which one appears where.
Yes. Steps can pull live data (an order, a booking, an account) and run actions in your connected systems (issue the refund, change the booking, update the subscription). The agent runs them at the step where they belong.
The agent handles it. Customers interrupt, change their mind and trail off; the agent answers what came up, then picks the procedure back up at the right step instead of starting over.
Yes. Run it in a preview conversation and watch it work through the steps, including the lookups and actions, so you see it run before a customer does.
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