Standing instructions for situations that currently get escalated to a person. An SOP tells the AI what the situation is, how to handle it, what it must never say, and whether handling it also needs a task raising. The knowledge base holds facts; SOPs hold judgement.
Loading SOPs…
New SOP
Describe the situation and how it should be handled. Nothing is saved until you press save.
Name the situation, not the answer — this is what someone scans the list for.
Pick from your Guesty listings — type to narrow, or just scroll. Choosing a building covers every unit under it.
Products this applies to
Only the products ticked here will read this SOP.
Why — internal reasoning🔒 Never shown to a guest
The AI may use this to decide what to do. It must never quote it, paraphrase it, or hint at it in a guest message — no costs, policies, margins or internal opinions.
How to handle it
One instruction per line, in the order they should be tried.
What not to say
Phrases, promises or facts the AI must keep out of the reply.
If the SOP promises the guest something — a refund, a replacement, someone attending — a reply on its own doesn't deliver it. Tick this and a task is raised alongside the reply so a person actually does the thing that was promised.
What the task should say. Keep it specific enough that whoever picks it up knows what was promised.
Paste or upload an SOP
Paste anything — an email, a note from a WhatsApp thread, an existing written procedure. It's read into the SOP fields for you to check. Nothing is saved until you review it and press save.
Or drop a .txt / .md file here — or click to choose one