Runbooks Overview

​

What is a Runbook?

When a customer asks about refunds:

1. Acknowledge their request and express understanding
2. Ask for their order number if not provided
3. Look up the order using the Order Search tool
4. Check if the order is within the 30-day refund window
5. If eligible, process the refund and confirm the timeline
6. If not eligible, explain the policy kindly and offer alternatives
7. Ask if there’s anything else you can help with

​

When to Use Runbooks

​

Runbook Structure

​

Objective

Objective: Help customers with password reset requests while maintaining account security.

​

Steps

1. Greet the customer and confirm their request
2. Verify identity by asking for their registered email
3. Check account status using the Account Lookup tool
4. …

​

Tool References

Use the [Password Reset Tool] to send the reset email.

​

Conditional Guidance

If the account is locked, escalate to the security team. If the customer can’t access their email, offer alternative verification.

​

Snippets

Insert the Verify Customer Identity snippet from the editor’s @ menu.

​

Runbooks vs Workflows

• The conversation could go many directions
• You want AI to handle edge cases intelligently
• Instructions are easier to write than flowcharts

• Every step must happen in exact order
• Compliance requires deterministic execution
• Multiple tools must coordinate precisely

​

Example Runbooks

​

Customer Support Runbook

## Objective
Help customers resolve their issues efficiently while maintaining a friendly, professional tone.

## Steps
1. Greet the customer and acknowledge their question
2. Search the knowledge base for relevant information
3. If the answer is found, provide a clear, helpful response
4. If more information is needed, ask clarifying questions
5. If the issue requires action, use the appropriate tool
6. Confirm the resolution and ask if there's anything else
7. Close with a friendly sign-off

## Escalation
Escalate to a human agent if:
- The customer is upset and asks to speak to a person
- The issue involves account security or legal matters
- You cannot find relevant information after 2 searches

​

Order Inquiry Runbook

## Objective
Help customers get information about their orders quickly.

## Steps
1. Ask for the order number if not provided
2. Use [Order Lookup Tool] to find the order
3. Provide the relevant information:
   - For status questions: Share current status and expected timeline
   - For shipping questions: Provide tracking information
   - For modification requests: Explain what's possible based on status
4. If the order cannot be found, verify the order number and check alternatives
5. Offer additional assistance

## When to Escalate
- Customer wants to cancel an order that's already shipped
- Order shows an error state
- Customer disputes the order details

​

Next Steps