Procedure Patterns
| Pattern | Description | When to Use |
|---|---|---|
| Single If-Then (Binary Rule) | One condition, one response | Simple, clear-cut scenarios |
| Multi-Tree Rule | Several if branches beneath one trigger | Multiple possible conditions/outcomes |
| Workflow-Style Rule | Step-by-step guidance with checks in sequence | Troubleshooting or multi-step support flows |
| Templated Response Rule | Picks a ready-made reply template based on conditions | Fast, consistent messaging with variables |
Key Points
- Focus on the reply—describe what the AI should “say” or whether it should “escalate” to human staff
- Stay conditional—use clear “if” clauses so the AI knows when to apply rules
- Keep each rule self-contained—no need to reference other Procedures
Where to Find Procedures
Navigate to: Agent Hub > Wiki > Procedures Define conditions and instructions that guide AI responses based on message type, contact details, or other triggers. All Procedures apply only to the selected inbox.Procedure Templates
Conduit offers preset templates for common procedures by industry. Users can fully customize templates in their workspace. To find Procedure templates:- Navigate to Agent Hub > Knowledge > Wiki > Procedures > Add Procedure
- Select “Import template” and choose from Conduit’s predefined procedures
Good vs Bad Procedures
Example 1 - Condition Clarity
Bad: “If needed, extend the deadline”—AI doesn’t understand “needed” Good: “If a customer requests a deadline extension and no conflicting commitments exist, approve up to 48 hours”Example 2 - Customer-Focused Replies
Bad: “If customer reports an issue, notify operations manager and create task”—AI cannot perform back-office actions Good: “If customer reports an issue, thank them and confirm the team has been informed”Example 3 - Conditional Statements
Bad: “Offer 20% discount for repeat customers”—no context for when to use Good: “If customer mentions prior purchases, offer 20% discount on next order”Example 4 - Knowledge vs Procedures
Bad in Procedures: “We don’t offer refunds”—static policy, belongs in Knowledge Good: “If customer requests a refund within 30 days, process it; otherwise explain the policy”Example 5 - Guardrails vs Procedures
Vague: “Do not disclose pricing differences”—permanent restriction Procedure: “If customer asks why price differs elsewhere, explain platform variations” Guardrail: “Never mention platform price differences in communications”Example 6 - Outcome Clarity
Bad: “If product is broken, fix it”—no customer-facing instruction Good: “If customer reports a defect, ask for details and order number, then confirm the team will follow up”Example 7 - Verifiable Conditions
Bad: “If customer requests expedited shipping and warehouse confirms stock, ship it”—AI can’t verify real-time inventory Good: “If customer requests expedited shipping, confirm you’ll check availability and notify them with an update”How the Reasoning Engine Uses Your Procedures
The processing steps are:- Engine reads all Procedures and matches “if” conditions against contact data and chat context
- Performs time/price calculations (e.g., “hours until arrival,” “percentage refund”)
- Drafts reply following chosen policy, applies Style, and passes through Guardrails before sending
FAQ
What information can I refer to in Procedures?
Reference contact details (account status, payment status, key dates), chat history, Knowledge base, and calendar availability. More data sources coming soon.When should I use templated replies?
Use carefully and only when exact wording is mandatory. These responses are sent verbatim, requiring very precise “if conditions” to prevent misuse. Key considerations:- Use only when specific wording is legally/policy-required
- Include detailed context for when template should/shouldn’t be used
- Provide clear “if conditions” that must be met
- Consider adding fallback options