Drafting procedures with AI

Describe a procedure in a sentence, or let TR-AI find recurring requests your team handles by hand and draft one.

Bronze and Growth Pro Open in TR-AI4 min read

On the Procedures page, “Draft with AI” has four options. Every draft is saved switched off, so nothing changes until you review and enable it.

Describe: type what you want (“handle refund requests for orders under $50”) and get named steps, a “when to use” and the tools to allow. Tools you have not connected are listed as “Connect X to enable this step”.
From past tickets: TR-AI groups recurring action requests your team resolved by hand that no procedure covers yet, shows the evidence, and drafts the procedure your agents actually followed.
From an SOP document: upload a PDF, Word (.docx), text or Markdown file (up to 15 MB), or paste a link to a public page or a Confluence or Notion page you have connected. TR-AI drafts up to three procedures from it, one per distinct request type.
Improve: TR-AI reviews a procedure’s last 20 runs (hand-offs, failed steps, customer follow-ups) and suggests concrete edits; accepting creates a new version.

Tips & tricks

Use “Test on 5 past tickets” after drafting — each result is shown next to what your team actually replied.
Answer the AI’s questions in the notes before enabling; they usually point at a missing policy (limits, eligibility).
You get 20 AI drafts per day; tests are limited to 10 runs per day.
For SOP documents, scanned PDFs (images only) cannot be read — export the text or upload the original Word file instead.
Customer names, emails and order numbers in an SOP are masked before the document is sent to the AI.