# Procedures

Write a repeatable customer process with instructions, conditions, and actions.

## Overview

Procedures organize a multi-step support process. The editor also uses the term Playbook for the saved document. Define when the process should run, write its steps, reference the actions it needs, and publish it when the preview is ready.

## Create a procedure

1. Open Build → Procedures and create a new procedure.
2. Describe the process to start with AI assistance, or write the instructions in the editor.
3. Set the name and When to use description.
4. Add the instructions, conditions, actions, and context values needed for the process.
5. Save the draft and test its branches in Preview.
6. Choose Publish and confirm the procedure becomes Live.

## Write the instructions

| Input | What it inserts |
| --- | --- |
| Enter | A new instruction. |
| / | Conditional structure such as If / Else. |
| @ | A referenced Action. |
| {{ | A context value, such as customer name, email, phone, customer ID, conversation ID, or channel. |

Keep each step focused on one outcome. State the condition before the action it controls, and give each branch a clear end or next step. Use the action picker so the document refers to the configured action rather than only its name in prose.

## Use actions

A procedure can reference actions that retrieve data or perform a task. Configure and test those actions first. Check their required inputs, response fields, channel support, and approval requirements before using them in a procedure.

When asking the authoring assistant to use private actions, save the procedure first so it has a saved scope to work in. Review AI edits as changes to the draft before publishing.

## Preview the process

- Test the request that should start the procedure.
- Exercise both sides of every condition.
- Try missing input, unavailable actions, and a failed external operation.
- Check that the next step uses the previous action's result correctly.
- Verify customer input and approval pauses before the process continues.

## Draft, Live, and Paused

| State or control | Meaning |
| --- | --- |
| Save | Stores the authoring draft. Published conversations keep using the existing published version. |
| Publish | Publishes and activates the current saved procedure when validation succeeds. |
| Live | The published procedure is active. |
| Paused | The deployment is disabled until resumed. |
| History | Review saved revisions and publication information from the procedure's management controls. |

> **Confirm publication**: A saved draft is not a live procedure. Resolve any publication error and confirm Live before relying on the process in customer conversations.

## Related guides

- [Action approvals](/docs/user-guides/agent-management/approvals)
- [Testing and publishing actions](/docs/user-guides/actions/testing-and-publishing)