Standard Operating Procedures (SOPs) are detailed guidelines and instructions that you can provide to the AI Agent to handle various customer contact reasons. SOPs work in conjunction with the AI’s core logic to ensure tickets are resolved consistently and according to your company’s standard processes.

Steps to Create an SOP

1. From the Merchant Admin, navigate to AI Agent > SOPs.

2. Click Add SOP.

3. Complete the following fields:

1. Title

• Include the most relevant terms for the contact reason (e.g., “Damaged Item”, “Package Not Delivered”).

• Keep it concise but specific.

2. Description

• Provide a detailed summary of the contact reason.

• Include keywords and phrases that customers commonly use in their outreach.

• This helps the AI or system better match conversations to the SOP, even if the SOP is not directly linked to a specific use case.

3. Content

• Write detailed, step-by-step instructions on how the ticket should be handled.

• Be clear, consistent, and explicit—avoid assumptions.

• If the SOP requires the customer’s order details or account information (e.g., subscription management, order status), always make this the first step. This ensures the order or account is authenticated so the AI can retrieve the necessary information.

• Incorporate Shipped AI functionalities (e.g., order courtesies, delivery assistance, claims function) where applicable.

• Use clear formatting to organize your instructions (e.g., numbered lists, bullet points, sub-headings) so that the hierarchy and flow of steps are easy to follow.

• If a scenario requires special handling already covered in another SOP, reference that SOP instead of duplicating instructions. This keeps SOPs shorter, easier to manage, and simpler to update in the future.

Example SOP

Title: Delivered but Missing

Description: Customer reports they never received their order even though the shipment status shows as delivered. Includes cases of misdelivery or delivery to the wrong address.

Content:

Standard handling for every ticket

1. Authenticate the order.

2. Verify that the shipment status is delivered.

3. Check the number of days since the order was marked as delivered.

   • If 7 days or less:

     • Inform the customer that couriers may prematurely mark shipments as delivered.

     • Ask them to allow a couple more days to see if it shows up.

     • Recommend checking with family members, neighbors, or safe places for the package.

   • If more than 7 days:

     • Proceed to the next step.

4. Reply to the customer with:

   • The latest shipment status (include any sub-message details).

   • Ask if they have checked with family members, neighbors, or safe places (unless they’ve already confirmed this).

   • Ask them to confirm that the shipping address on the order is correct.

5. Based on the customer’s response:

   • If address is correct and they’ve checked thoroughly:

     • If one of the items is Shipped Shield, proceed to file a stolen claim.

     • If no protection is present, escalate to another team member.

   • If address is incorrect:

     • Escalate to another team member for review.

Handling when shipment status is not “Delivered”

• If tracking shows Returned to Sender → Follow the Returned to Sender SOP.

• If tracking shows Shipped but not delivered → Follow the Lost in Transit SOP.

• If tracking shows Processing or Label Created → Follow the Stuck in Processing SOP.

• If tracking shows Damaged in transit → Follow the Damaged in Transit SOP.

Best Practices for Writing SOPs

• Be comprehensive: Cover both common and edge cases.

• Be clear and concise: Write in plain language, avoid ambiguity.

• Think like your team: Mirror how a trained support agent would resolve the issue.

• Use customer-friendly logic: Prioritize resolutions that balance customer satisfaction with business policy.

• Reference other SOPs when possible: Prevents duplication and simplifies updates.

• Keep SOPs updated: Review SOPs regularly to reflect your latest policies.

• Test before launch: Run test conversations to validate accuracy.

Tips for Organizing SOPs

• Use consistent naming conventions for titles (e.g., “Delivered but Missing,” “Did Not Receive Order”).

• Link each SOP to the appropriate use case so it’s only triggered in the right scenarios.

• Review pre-generated SOPs in your dashboard and adapt them to match your current policies.

By following these guidelines, you’ll create SOPs that ensure your AI Agent resolves issues consistently, accurately, and in alignment with your brand’s standards.

If you need any assistance setting up or refining SOPs, please contact us at support@cavalry.ai.