AOPs

Agent Operating Procedures (AOPs)

Define business logic in natural language for autonomous agents.

Overview

AOPs (Agent Operating Procedures) let you describe business processes in plain English. AI interprets these into executable agent configurations.

What are AOPs?

Definition

AOPs are written instructions that:

• Describe business workflows in natural language
• Are interpreted by AI into executable steps
• Define triggers, conditions, and actions
• Include error handling and escalation

Why AOPs?

AOP Structure

Basic Template

When [trigger condition],
analyze [data] and
if [condition 1] then [action 1],
else if [condition 2] then [action 2],
finally [cleanup or notification].

Components

AOP Examples

New Account Onboarding

When a new account is created:
1. Analyze the account data including MRR, industry, and company size
2. If MRR is greater than $10,000:
   a. Assign to senior CSM
   b. Schedule executive introduction call within 7 days
   c. Create premium onboarding checklist
3. If MRR is between $5,000 and $10,000:
   a. Assign to standard CSM
   b. Schedule kickoff call within 14 days
   c. Create standard onboarding checklist
4. If MRR is less than $5,000:
   a. Assign to SMB team
   b. Send self-service onboarding resources
   c. Set up automated check-ins
5. Send welcome email with appropriate tier
6. Notify assigned CSM of new account
7. Create task for 30-day check-in

At-Risk Response

When account health drops below 50:
1. Analyze contributing factors including:
   - Recent usage trends
   - Support ticket volume
   - Email engagement
   - Meeting history
2. If risk score is above 70%:
   a. Escalate to CS Manager immediately
   b. Create high-priority action for same-day outreach
   c. Schedule executive check-in if possible
3. If risk score is between 50-70%:
   a. Notify assigned CSM
   b. Create action to schedule check-in within 48 hours
   c. Generate recommended action list based on signals
4. If champion has left in past 30 days:
   a. Flag for immediate re-engagement
   b. Research new point of contact
   c. Attempt to schedule intro meeting
5. Generate summary of risk factors
6. Create timeline entry
7. Add to weekly risk review meeting

Renewal Check-In

When renewal is 90 days away:
1. Analyze account including:
   - Current health score and trend
   - Usage over contract period
   - Expansion opportunities
   - Previous renewal history
2. If health is above 80 and usage is high:
   a. Prepare for smooth renewal
   b. Look for expansion opportunities
   c. Consider multi-year offer
3. If health is between 50-80:
   a. Identify potential risks
   b. Create action to address before renewal
   c. Schedule QBR if not already done
4. If health is below 50:
   a. Escalate to leadership
   b. Create rescue plan
   c. Schedule executive meeting
5. Prepare renewal conversation guide
6. Generate ROI report for account
7. Create tasks for 60 and 30-day milestones
8. Send calendar hold for renewal meeting

Creating AOPs

Step 1: Access AOP Editor

1. Go to Agents → AOPs
2. Click Create AOP
3. Choose: Start from scratch or Use template

Step 2: Define Basic Info

Step 3: Write AOP Content

Write in the editor:

• Use natural language
• Be specific about conditions
• Define clear actions
• Include error handling

Step 4: Configure Execution

Step 5: Test Interpretation

1. Click Interpret
2. AI generates workflow steps
3. Review generated steps
4. Edit if needed
5. Save

AOP Templates

Available Templates

Using Templates

1. Click Use Template
2. Review template content
3. Customize for your needs
4. Save as new AOP

AOP Best Practices

Writing Effective AOPs

Clarity Guidelines

Testing and Iteration

Managing AOPs

Lifecycle

Version History

Track changes:

1. Click History on any AOP
2. See all versions
3. Compare changes
4. Restore previous version

Permissions

Control access:

Troubleshooting