Creating generative procedures to shape flexible conversation flows for AI agents

Generative proceduresare flexible conversation flows that useagentic AIto guide an AI agent's responses and actions during a conversation with a customer.


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Generative procedures are flexible conversation flows that
use agentic AI to guide an AI agent's responses
and actions during a conversation with a customer.
Related articles:

Best practices for creating generative procedures
for AI agents
Managing generative procedures for AI agents with
agentic AI



Creating generative procedures

Client admins and client editors can create a generative procedure from within a use
case.


Note: Generative procedures don’t currently support rich-text
formatting, such as buttons or carousels.

To create a generative procedure


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Click the use case you want to create a procedure for.
Under Reply method, make sure Use procedure when use case is
triggered is selected.
Tip: For
more information about this setting, see Configure whether a use case uses a
dialogue or generative procedure.

On the Procedure tab, click Create procedure.
On the Create procedure screen, enter a free-text description of how
the AI agent should solve a customer’s issue when this use case is
triggered. Within a procedure description, you can:

List the steps required to solve this task as you would with a human
agent. For best results, list them in a logical, sequential
order.
Instruct the AI agent to search a knowledge source to answer the
user’s question. For example, “Search in the help center for…” You
can even use natural language to reference specific search rules
(for example, “Search only in the English help center”).
Add instructions on how to phrase an answer (for example, “Always
include {{brandName}}”).
Type a forward slash (/) or click the plus icon (+) to insert actions, API integrations, parameters, search rules, or links to
other procedures or dialogues.



Click Generate procedure. On the left, the procedure builder
summarizes the procedure it generated, allowing you to read through the
logic in a human-friendly way.

On the right, an
AI-generated procedure map appears, showing you exactly what logic the
AI agent will follow and what steps it will take during a conversation
to solve a customer’s issue for this use case.


If necessary, make adjustments to the procedure using the free-text field at
the bottom and click Update procedure. Make adjustments by
instructing the procedure builder to add, change, or delete parts of the
current version of the procedure. Don’t rewrite the whole procedure in
your adjustment.
For example, you might instruct the AI agent to:


Add a step at a certain point in the current procedure.
Change the content of a specific node in the procedure map.
Adjust content throughout the entire procedure, such as changing
{{phone}} with {{telephone}}.


After each adjustment you
submit, the procedure builder sends a reply summarizing the changes it
made to the procedure, and the procedure map is updated with your
adjustments. You cannot edit your previous entries or the procedure map
directly.
Repeat as necessary until the procedure map looks the
way you expect.
Tip: If you want to
start your procedure from scratch, click the Start over icon
( ) in the upper right. Your changes are
still saved to the procedure’s version
history.


Click Publish procedure in the upper right.



After you create a procedure, you can manage it at any time, including editing,
testing, and restoring previous versions.


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