Procedures with live-data connectors
Procedures with live-data connectors
Write a policy in plain English; TR-AI follows it step by step using your store, billing, returns and subscription tools, Jira or an MCP server.
A procedure tells TR-AI how to handle one kind of request — for example order status, cancelling a subscription or reporting a bug. When a new ticket matches a procedure’s “when to use” description, TR-AI follows the steps, calling the tools you allowed, and replies with the result.
- 1Turn on Backend ActionsProcedures can only call tools when Backend Actions is switched on (the Procedures page shows a button if it is off). This is also your kill switch.
- 2Connect your systemsAdd a connector — Shopify, WooCommerce or BigCommerce for orders; Stripe, Chargebee, Paddle or Recurly for billing; Recharge or Skio for subscriptions; Loop Returns for returns; Jira; or an MCP server (Growth Pro) — and enter the credentials shown on the form (see the table below). Click “Test connection”.
- 3Start from a templateOrder status (Shopify), Cancel subscription (Stripe), Start a return (Loop), Manage a subscription (Recharge) or Report a bug (Jira) — or describe your own and let AI draft it.
- 4Write clear stepsNumbered steps with explicit checks and limits, e.g. “Only cancel if the order has not shipped and was placed less than 24 hours ago. Never refund more than $100 without a person.”
- 5Test, then enableUse the test box on a sample ticket to see every step and tool call (nothing is changed in test runs).
Commerce and billing connectors
| Connector | What you enter | What TR-AI can do |
|---|---|---|
| Loop Returns | Loop API key (Returns scope) | Check return eligibility; send the customer a return link (write) |
| Recharge | Admin API token | Find subscriptions; skip next order, pause, cancel (write) |
| Skio | Skio API key | Find subscriptions; skip, pause, cancel (write) |
| WooCommerce | Store URL (https), REST consumer key + secret (read/write) | Find order and status; cancel (write); refund (money) |
| BigCommerce | Store hash + API account token (Orders modify) | Find order, status and shipments; cancel (write); refund (money) |
| Chargebee | Site name + full-access API key | Find customer, subscriptions, invoices; cancel or pause at term end (write) |
| Paddle | Paddle Billing API key (sandbox keys are detected) | Find customer, subscriptions, transactions; cancel or pause (write) |
| Recurly | Private API key + region (US/EU) | Find account, subscriptions, invoices; cancel at term end or pause (write) |
Safety built in
| Tool type | Examples | What happens |
|---|---|---|
| Read | Find order, get subscription, list invoices | Runs immediately |
| Write | Cancel order, cancel subscription, create Jira issue | Waits for approval (Slack or dashboard) unless you mark the tool “run without approval” |
| Money | Refund order or payment | Always needs approval and respects the amount cap (default 100 per refund) |
- Customers can only see and change their own orders, subscriptions and payments (matched by the requester’s email).
- At most 5 tool calls per ticket; anything unclear is handed to your team with the reason as an internal note.
- While an approval is pending, the customer gets a short holding reply; the final answer goes to the review queue after approval.
- Every call is recorded in the action log.
Tips & tricks
- Keep each procedure narrow (“order status”, not “all order questions”) — matching is more reliable and steps stay short.
- Write the “when to use” in your customers’ words: “Where is my order? Has my package shipped? Tracking number?”
- Use sandbox mode on a connector while you build; test runs then call the real read tools against your sandbox.
- Set refund caps lower than your agents’ limits at first, then raise them once you trust the results.