Teach the AI agent with procedures and actions

Procedures tell the AI agent how your team handles a situation. HTTP actions let it look things up or make changes in your systems. Both are under Admin Center, Integrations, AI & translation, AI agent.

Write a procedure

1. On Procedures, choose New procedure.

2. Enter a Title and When to use, for example “customer asks where their order is”.

3. Write the Steps in plain language:

   1. Ask for the order number.
   2. Look up the order.
   3. Tell the customer the status and the tracking link.

4. Pick the HTTP actions it may use.

5. Choose where it applies: AI agent, Copilot auto-assist, or both.

6. Save.

Start with your most common question.

Add an HTTP action

1. On HTTP actions, choose New action.
2. Enter a Name, the Method, and What it does and when to use it.
3. Enter the URL (https only). Use {parameter} placeholders in the path or query; the host is fixed.
4. Add Parameters, describing what the customer must give, such as the order number.
5. Add Headers, such as an API key. They are stored, never shown again and never sent to the AI.
6. List the Response fields the AI may see, one dot path per line. Leave it empty to show the whole response, cut to 2000 characters.
7. Save, then Test it.

What runs without asking

GET actions run on their own. Anything else needs confirmation: the customer must say yes in the conversation (AI agent), or an agent must approve it (copilot). The AI’s own claim that the customer agreed does not count.

Related

• Set up the AI agent
• How ChaosDesk keeps AI answers safe