Start free
AI customer service procedures

Your procedures, in plain English. Followed one step at a time.

A procedure tells Aide what to do in one situation, like a damaged order or a refund request. Aide picks it from what the customer writes, works through your steps, and finishes the way your team chose.
Get a demoSee how procedures work
What a procedure can check and do
When to useOnly ifStepsFinishOrder changes governedCheck trigger and TestUse when examplesTopic confidence, 80% to 97.5%When to useOnly ifStepsFinishOrder changes governedCheck trigger and TestUse when examplesTopic confidence, 80% to 97.5%When to useOnly ifStepsFinishOrder changes governedCheck trigger and TestUse when examplesTopic confidence, 80% to 97.5%
Shopify order and tracking@ Collect a fieldIf and OtherwiseHand-off rulesDraft and Set liveVersion historyRun on existing conversationsShopify order and tracking@ Collect a fieldIf and OtherwiseHand-off rulesDraft and Set liveVersion historyRun on existing conversationsShopify order and tracking@ Collect a fieldIf and OtherwiseHand-off rulesDraft and Set liveVersion historyRun on existing conversations
76%+
AI resolution rate
End-to-end resolution on paths pre-approved by your team
100%
Accurate on what it acts on
Because it acts only within the rules and confidence your team sets, and hands off otherwise
24h
To first value
Start with your highest-volume topic and expand from there
Trusted by customers on
Zendesk logoZendesk★★★★★5.0 rating
Shopify logoShopify★★★★★5.0 rating
We currently use Zendesk and as such needed an AI solution that works with our existing CX platform and allows us to fully leverage our Shopify data to cut down support times and costs. Aide was a perfect fit as it integrates with both and seamlessly helped our agents get through tickets faster and automatically populates ticket fields on Zendesk!
Patchstore24Shopify
We have been working with Aide for some time now and they have been exceedingly responsive and helpful to our needs. Throughout the process, the Aide team has taken our feedback well and made this as smooth as possible.
Wicked ClothesShopify
Really great approach and strong answers out of the box. Ability to grow into your AI journey at your own pace starting with suggested responses, macro suggestions or precanned messages and then slowly automate once you're confident.
Zendesk Marketplace reviewZendesk
Anatomy of a procedure

Plain English your team writes. Steps Aide follows.

Every procedure has the same parts: when to use it, the steps, and how it finishes. Here is each one, as your team sees it in Aide.

Each procedure has a When to use of up to 300 characters, written as you'd brief a teammate, including what it is not for: "Not when the parcel is only late." Use when and Don't use when examples sharpen it. Each customer message follows at most one procedure, and if none fits, Aide replies as usual. Every message shows the procedure Aide followed and the ones it considered, with the reason.

Only if conditions decide whether a procedure may run at all: the channel, the topic and how sure Aide is of it, from 80% to 97.5%, the inbox, ticket and contact fields, Salesforce contact fields, the Shopify order and its tracking, or a message pattern.

The steps are one plain-English document. Type @ to collect a field from the customer, use one they already gave, answer only from chosen sources, or take an action: update the shipping address, tag the Shopify order, assign to a group, run a macro, add an internal note. If and Otherwise branches cover the cases, and Aide works one step at a time without asking twice.

A procedure ends by replying and staying open, handing off or closing. Settings cover a customer who changes subject partway through. Hand-off rules are procedures too, written as Hand off when, such as when a customer threatens legal action.

A procedure never changes an order by itself. Cancelling, refunding, changing the address, removing an unshipped item and adding an order note are Aide's order actions on Shopify: they open once the shopper is verified, follow the topic's AI level and the customer's confirmation, and refunds wait for your team by default.

Check trigger tries the When to use on your last 50 conversations and gives a reason for each near miss. Test runs the draft in a live chat or replays a past conversation with it. Preview conversations never reach customers.
Aide is the AI platform for customer service. Procedures are how you build its Agentic SOPs. See how they are governed in agent governance or what agents do with them in AI agents.
The Agent Governance Engine

Governance around every procedure

A procedure says what to do. The Agent Governance Engine decides how far Aide may go, the same way for every procedure.
One AI level per topicEvery topic is at AI Agent, Drafts or None, and new topics start at Drafts. Raise a topic when its tests look right; a reply that promises more than its level allows is revised or handed off.
Hands off with a summaryWhen a request is past your rules, such as a return outside the window, Aide starts nothing and hands the conversation to your team with a summary of what it found and why.
Every change on recordEdits wait as a draft while the live version runs. An owner or admin sets them live with a note, What changed shows the difference, and version history restores any earlier version.
The next fix, suggestedAide Superintelligence reads where your team keeps rewriting Aide's drafts and proposes the smallest fix, such as an article, an instruction line or a procedure, then asks before it changes anything.
Getting started

Works with your existing stack

Only if conditions read your helpdesk fields, Salesforce contact fields and your Shopify orders and tracking, and steps run in the conversation wherever it happens. One click into your helpdesk, no migration, no replatforming, no engineering.

Zendesk logo
Zendesk

Resolves and updates tickets inside your existing workflows.

Front logo
Front

Closes conversations end to end, right in the shared inbox.

Gorgias logo
Gorgias

Answers chat and email once an inbox is live, with Aide's card in the sidebar.

Shopify logo
Shopify

Reads live orders and tracking, and executes cancellations, refunds, and address changes.

WooCommerce logo
WooCommerce

Reads orders, products and customers.

Salesforce logo
Salesforce

Read-only: the AI reads only the fields you choose.

Claude logo
Claude

Search knowledge, read conversations, and act from a Claude chat.

Aide integrates with your custom systems via API.

Frequently asked questions

A procedure tells Aide what to do in one situation, such as a damaged order, what to ask before a refund, or when to hand off. Aide picks it from what the customer writes, follows its steps one at a time and finishes the way your team chose. Each customer message follows at most one procedure; if none fits, Aide replies as usual. Procedures were called Scenarios until November 2026, and we also call them Agentic SOPs (ASOPs).

From its When to use: up to 300 characters of plain English, written as you would brief a teammate, including what it is not for, such as "Not when the parcel is only late." You can train it with up to 20 Use when and 20 Don't use when example messages. Only if conditions can then limit where it runs: the channel, the topic and Aide's confidence in it (80% to 97.5%), the inbox, ticket and contact fields, Salesforce contact fields, the Shopify order and its tracking, or a message pattern.

Steps are one plain-English document of up to 30 steps. Type @ to collect a field from the customer, use a field they already gave, answer only from chosen knowledge sources, or take an action: update the shipping address, add a tag, tag the Shopify order, assign to a group, run a macro or add an internal note. If and Otherwise branches handle the cases. Order changes still follow the topic's AI level, the customer's confirmation and your approval limits, and refunds wait for your team by default.

The way your team chose: reply and stay open, hand off to your team, or close once Aide has replied. Settings cover a customer who changes subject partway through, such as a question your knowledge answers or a request for a person. Hand-off rules are procedures too, written as Hand off when, for example when a customer threatens legal action.

In Instructions, under Aide AI Agent > Instructions, such as "Never promise a delivery date." Instructions hold in every conversation, while each procedure handles one situation; where a procedure says something more specific, the procedure wins. Aide's voice lives in Tone & identity.

A monolithic agent is one behavior you have to trust wholesale: change anything and you have changed everything, and when it misbehaves you cannot isolate why. Procedures cut the work into situations. Each customer message names the procedure Aide followed and the ones it considered, with the reason, and you change one procedure without touching the rest.

Check trigger tries the When to use on your last 50 conversations on its channels, lists matches and declines with a reason for each near miss, and lets you add a misjudged one as an example. Test runs the draft in a live chat or replays a past conversation with it. Preview conversations never reach customers, and edits to a live procedure stay a draft until an owner or admin sets them live.

Yes. Run on existing conversations applies a procedure to up to 5,000 open conversations, with a preview of what matches and what is skipped. It runs only safe actions such as tags, assignment, closing, notes and macros, and never sends replies or drafts.

Most teams start with their highest-volume topic and see first value within 24 hours. New topics start at Drafts, so a person sends each reply until you raise a topic to AI Agent. On a helpdesk, each inbox moves from Watch only to test senders, then a share of conversations, then everyone.

Start free with 150 AI replies a month and no card. Paid plans start at $39 a month with a 7-day free trial, and you pay for AI replies, not seats. See aide.app/pricing for every plan.

Procedures and deployment, defined

The vocabulary of deploying automations safely, defined.

Automate one procedure at a time, on your terms

Plain-English steps your team writes, checked on your recent conversations and tested before you set them live.

Start freeGet a demo