Prepare SOPs, policies and manuals for your agent

Step 1

Separate procedures from policies and technical facts

An SOP describes an ordered task, such as requesting a rental extension. A policy states the rules that apply. A manual describes a product or procedure for a specific model. Keep the distinction clear so the agent can explain both the action and its limitations.

Exclude staff passwords, supplier pricing, internal negotiations and other information that customers should not receive. If a procedure contains internal and public steps, create a separately approved customer-facing version rather than uploading the complete internal document.

Step 2

Write an SOP that can be followed in order

State the purpose, who the procedure applies to, what is needed before starting, the numbered actions and the expected result. Add stop conditions for situations needing a team member.

For each step, include the exact information to provide and how the customer knows it is complete. Do not treat a submitted request as approval or a completed payment.

Purpose: Request a rental extension.
Before starting: Have the rental reference and requested new end date.
1. Send the reference and requested date to the approved contact.
2. Wait for confirmation of availability and revised charges.
3. Proceed only after the team confirms the extension.
Stop condition: Do not assume an extension is approved because a request was sent.

Step 3

Preserve scope, versions and units

For policies, include the effective date, applicable products or services, conditions and exception-approval owner. Resolve disagreements between a FAQ and the governing policy before uploading either.

For manuals, preserve the manufacturer, model, revision, specification units and safety warnings. Do not generalise a model-specific instruction to all equipment. Technical suitability and safety-critical advice need the appropriate qualified review.

Step 4

Add, preview and test the source

Use Knowledge Base → Upload for an approved document, or Paste text for a written procedure. Give it a title that identifies the topic and version. Preview the extracted material and ensure the step order and warnings remain understandable.

In Playground, ask how to complete the task, then ask to skip a required approval. The agent should retain the stop condition. Also test a similar but unsupported model or procedure; it should not silently reuse instructions that do not apply.

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1. Upload an approved document.
2. Use Paste text for written FAQs or SOPs.

Completion checklist

• Procedures include prerequisites, ordered actions and stop conditions.
• Policies and manuals retain their scope and current version.
• Test answers distinguish a request from an approval.

Common questions