Managing generative procedures 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. After youcreate a generative procedure, you can manage it at any time.


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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. After you create a generative procedure, you can manage it at any
time.
This article contains the following topics:

Editing generative procedures
Testing generative procedures
Viewing and restoring previous versions of generative procedures
Adding a note to a generative procedure version

Related articles:

Best practices for creating generative procedures
for AI agents
Examples of generative procedures for AI
agents



Editing generative procedures

You can edit a generative procedure at any time.
To edit a 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 edit the procedure for.
Under Reply method, make sure the Procedure tab is selected.
Click Edit procedure.
Make adjustments to the procedure using the free-text field at the bottom and
click Update procedure. The timestamp in the upper-right corner is
updated to show your username and how long ago you edited the
procedure.


Review the AI-generated procedure map to ensure the logic the AI agent will
follow is appropriate.

(Optional) Repeat the previous two steps until you’re satisfied with the
procedure map.
If you want to make your edits live to customers, click Publish
procedure. If you want to discard your edits, restore a previous version of
the procedure.





Testing generative procedures

After you create or update a generative procedure, you can test it before making it
live for your AI agent.
Testing a procedure always tests the most recently made changes. For example, if you
draft updates to a live procedure and test it before publishing the updates, the
draft is tested, not the published version.

To test a generative procedure
Open a procedure for
editing.
In the top-right, click Test procedure.

In the Session parameters dialog, do one of the following:
To test a conditional branch of the procedure, select a
Parameter and enter a Value, then click
Test.
To test the procedure as a whole, click Test without
parameters.

Tip: To remember your
selection for next time, unselect Ask me every
time.





In the test widget that appears, test the procedure by sending messages to
the AI agent.


Tip: To view test conversation data, filter the conversation logs by
Display only test conversations.




Viewing and restoring previous versions of generative procedures

A version history is maintained for each procedure. This means you can quickly
restore a previous version of a procedure if a newer version includes changes you
don’t want to keep.
You can view and restore a specific version of a procedure from the procedure builder
update log on the left, or from the version history panel on the right.
To view and restore a procedure from the update log


Open a procedure for
editing.
In the procedure builder update log on the left, click a version that you
want to view.
The selected version opens
in a read-only view. You can use the View previous version and
View next version icons ( ) in the upper right to move through different
procedure versions.
In the upper right, click Restore procedure. Or, to return to the
current, editable procedure, click Close.



To view and restore a procedure from the version history panel


Open a procedure for
editing.
In the upper-right corner, click the options menu ( ) and select View version history. The
Version history panel appears. Versions are grouped by day. A green
checkmark indicates the currently published version of the procedure.



Click to expand the day that includes the version you want to revert back
to. Each version shows the timestamp and user who saved or published
it. Any notes added
for the version are shown as well.


To view a previous version of the procedure, click its entry in the Version
history panel. That version of the procedure opens in a read-only
state.
Tip: You can copy a direct
link by clicking the options menu for that version and selecting
Copy link to version. This is helpful if you need to
share a specific version of the procedure with another user.



To restore the version, click Restore procedure in the upper
right. Alternatively, click the options menu ( ) for the version you want to restore and
select Restore as draft.
The version is restored as the
current draft, and the live AI agent is not affected.

To make the restored version live to customers interacting with the AI
agent, click Publish procedure.


At any point, you can return to the currently published version of the procedure for
comparison.
To return to the currently published version of the procedure

With the procedure open, click the options menu ( ) and select View published
procedure.
The current version of the
procedure appears.





Adding a note to a generative procedure version

Each time you update a generative procedure, it creates a new version in the
procedure's version history. For each version, you can add a note to help you
remember the changes you made to that version.
To add a note to a generative procedure version


Open a procedure for
editing.
Make any necessary changes and click Publish procedure. A
notification message appears in the lower-left corner.


Click Add note in the notification message. Alternatively, click
the options menu ( ) in the upper-right corner and select
View version history. Click the options menu for the version
you just updated and select Add note.
The Add note dialog
appears.


Enter the text of your note and click Save. The note is added
underneath the version in the Version history panel.


(Optional) To edit or delete a note, click the options menu and select
Edit note or Delete note.




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