Examples of generative procedures for AI agents

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<p id="docs-hc-snippet" style="display: none;">Generative proceduresare flexible conversation flows that useagentic AIto guide an AI agent's responses and actions during a conversation with a customer.</p>
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<div class="note attention" id="procedures_examples__note_e4y_nnr_2jc">
<span class="attentiontitle"></span> <span class="ph">The functionality described in this article is being rolled
out to all Suite and Support plans from May 11 through June 12, 2026. You may not
see this functionality in your account yet. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a> for details.</span>
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<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10473649691418" target="_blank">Generative procedures</a> are flexible conversation flows that
use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8966284087066" target="_blank">agentic AI</a> to guide an AI agent's responses
and actions during a conversation with a customer.</p>
<p class="p">This article provides examples of generative procedures for different scenarios to help
you get an idea of how to construct your own procedures. </p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="procedures_examples__ul_el4_jcf_wfc">
<li class="li"><a class="xref" href="#topic_gdt_mcf_wfc">Example procedure: Order status</a></li>
<li class="li"><a class="xref" href="#topic_lc2_ncf_wfc">Example procedure: Damaged item</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="procedures_examples__ul_ohl_kcf_wfc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9424547622298" target="_blank">Best practices for creating and using generative
procedures for AI agents</a></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8979864563610" target="_blank">Creating generative procedures to shape flexible
conversation flows for AI agents</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_gdt_mcf_wfc">
<h2 class="title topictitle2" id="ariaid-title2">Example procedure: Order status</h2>
<div class="body">
<p class="p"><strong class="ph b">Step 1: Acknowledge customer intent and inform general order delivery
times</strong></p>
<ul class="ul" id="topic_gdt_mcf_wfc__ul_ebp_scf_wfc">
<li class="li">Acknowledge you have understood the customer’s intent to receive the status of
their order. </li>
<li class="li">Let the customer know [company name] orders are processed, picked, and delivered
to customers in 3 days since the order is received. </li>
</ul>
<p class="p"><strong class="ph b">Step 2: Collect order details</strong></p>
<ul class="ul" id="topic_gdt_mcf_wfc__ul_oq4_tcf_wfc">
<li class="li">IF orderNumber already exists, skip this step and continue to ask for customer
email. </li>
<li class="li">IF orderNumber DOES NOT exist, ask the customer to provide it. The correct
format for order numbers is 5 digits. </li>
<li class="li">IF the order number is provided in an incorrect format, ask the customer to try
providing their order number in the correct format (5 digits). IF a customer
provides their order number in an incorrect format twice, ALWAYS escalate to a
human agent. </li>
<li class="li">When orderNumber is received in the correct format, save it to the session as
/orderNumber and use action /updateOrderNumber to Zendesk ticket. </li>
<li class="li">Then, ask the customer to provide their email address. Validate email is
provided in a correct format. </li>
<li class="li">IF the email address is provided in an incorrect format, ask the customer to try
providing their email address once more. In case the format is provided
incorrectly twice, ALWAYS escalate to human agent. </li>
<li class="li">Once you have received email correctly, save it to the session as /email and use
action /updateUserEmail to update user email to Zendesk ticket. </li>
</ul>
<p class="p"><strong class="ph b">Step 3: Check order status</strong></p>
<ul class="ul" id="topic_gdt_mcf_wfc__ul_c1l_wcf_wfc">
<li class="li">Trigger API /checkOrderStatus to obtain customer order status. </li>
<li class="li">Personalize the response using orderStatus, estDelDate, and courier information
obtained through the API. If available, provide trackingURL. Display the details
using bullet points and one item per line: <p class="p">Order Status:
{{orderStatus}}</p>
Estimated delivery date: {{estDelDate}} <p class="p">Courier:
{{courier}}</p>
Tracking link: {{trackingUrl}} </li>
<li class="li">IF orderStatus is ‘cancelledByMerchant’, inform the customer their order has
been cancelled by the merchant due to insufficient stock, and a refund will be
issued on their card.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_lc2_ncf_wfc">
<h2 class="title topictitle2" id="ariaid-title3">Example procedure: Damaged item</h2>
<div class="body">
<p class="p"><strong class="ph b">Step 1: Confirm the issue and express empathy</strong></p>
<ul class="ul" id="topic_lc2_ncf_wfc__ul_x4h_zcf_wfc">
<li class="li">Express understanding and apologize for the inconvenience caused by the damaged
item. </li>
<li class="li">Clearly acknowledge that the customer has reported a damaged item.</li>
</ul>
<p class="p"><strong class="ph b">Step 2: Collect essential details</strong></p>
<ul class="ul" id="topic_lc2_ncf_wfc__ul_fhd_1df_wfc">
<li class="li">Request the customer’s order number. Remind the customer of the correct format
(5 digits). </li>
<li class="li">If the customer provides an incorrect order number (e.g., not 5 digits), ask
them to try again. If the customer provides the order number incorrectly twice,
escalate them to customer service. </li>
<li class="li">Ask for the name or description of the damaged product. </li>
<li class="li">Request a description of the damage. </li>
<li class="li">Politely ask if the customer can provide a photo of the damaged item. </li>
<li class="li">Save the order number to session as orderNumber, and save the name of the
damaged product to session as damagedProduct. </li>
</ul>
<p class="p"><strong class="ph b">Step 3: Provide next steps</strong></p>
<ul class="ul" id="topic_lc2_ncf_wfc__ul_wsk_1df_wfc">
<li class="li">Inform the customer that you will escalate their request to a support team who
will get in touch with them in 3-5 business days. </li>
<li class="li">Trigger /API-Create-ZD-Ticket to submit a ticket. </li>
</ul>
<p class="p"><strong class="ph b">Step 4: Close the interaction politely</strong></p>
<ul class="ul" id="topic_lc2_ncf_wfc__ul_lnp_1df_wfc">
<li class="li">Thank the customer for their patience and understanding. </li>
<li class="li">Reassure the customer that the issue will be resolved.</li>
</ul>
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