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.
Refunds and returns
- 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
Trusted by 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.
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
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
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…
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
Enhance Guzli by simplifying workflows and linking your preferred apps, with fresh integrations added regularly.
Trusted by 100+ brands.
Read customer story“We changed the return window in one plain English procedure. Guzli used the new rule in the next conversation.”
Read customer story“We changed the return window in one plain English procedure. Guzli used the new rule in the next conversation.”
Read customer story“Admissions dates change each term. We update the written steps and the agent answers from the current schedule.”
Read customer story“Admissions dates change each term. We update the written steps and the agent answers from the current schedule.”
Read customer story“Our membership freeze rules have exceptions. We spell out the steps, and Guzli sends anything outside them to staff.”
Read customer story“Our membership freeze rules have exceptions. We spell out the steps, and Guzli sends anything outside them to staff.”
Guzli is committed to delivering the top customer support platform for those who demand excellence.
Enterprise-grade security
We follow industry-leading compliance standards and best-in-class encryption protocols to keep your customer data safe.
GDPR
Full compliance with EU data protection standards.
SOC 2 Type II
Independently audited for security and reliability.
HIPAA
Built to handle protected health information safely.
Your data stays yours
Your data is only accessible to your AI agent and not used to train models.
Data encryption
Data is encrypted at rest and in transit using standard algorithms.
Secure integrations
We use verified variables to ensure users access their own data.
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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