Routines and checklists

Routines

A routine is a focused set of instructions for one bounded customer task. Routines are configured from Admin. A routine has a Name, Display Name, Summary, Type, and Instructions.

There are two types:

Conversational routines run inside a customer conversation. The assistant can ask questions, keep the routine active across replies, and finish it when the task is complete.
Report routines run from Analytics for a customer. They analyze that customer's conversation and available files and produce a report; they do not send a routine conversation to the customer.

Only one conversational routine is active for a customer at a time. A routine can close after it finishes, reaches its configured limit, expires, or the conversation is handed to a team member. If a customer returns to an unfinished checklist, the saved progress is used to continue it.

If an action is interrupted while a routine is running, the assistant may be unable to confirm whether it finished. It avoids repeating the action and can tell the customer that the result needs confirmation. Check the conversation and any connected system before asking the assistant to try the action again.

Report routine options

When editing a report routine, the available settings include:

Model: choose a model for this report, or leave it on Use conversation/default cascade.
History scope: Entire conversation or Current phase only. The latter uses the current phase's conversation and summarizes earlier phases for context. New report routines start on Current phase only; choose Entire conversation only when the report needs the full back-and-forth of earlier phases.
Pass images to the model: send the conversation's actual images to a model that supports vision. Expired media is skipped.
Structured Fields: declare details the report should extract, such as a status or category. A field can have a fixed list of allowed values, be a number (an order total, a score, a count), or be free-form. A number field sorts by value wherever it appears as a column.

Checklists

Edit a conversational routine's Checklist by selecting Edit checklist. The checklist is a fixed, ordered set of items, optionally grouped into named sections. The assistant brings up the next outstanding item during the conversation so items are not silently skipped.

Each item is shown as Filled, Skipped, or Pending. A checklist can finish only when no item remains pending. If the customer declines an item, it can be skipped; skipped items are not asked again. Partial progress is retained when the routine closes, including when it expires or is handed to a team member.

View checklist results

Open Analytics, select a Sender, and select a customer. Open the Checklists tab beside Reports. Each checklist shows a count and status: Live and in progress for an active checklist, or complete or incomplete for a closed result. Expand a section to see item statuses and filled values. A live checklist takes precedence over an older closed result with the same name.