Write your SOP
You write your SOP with the agent, in the chat. The manage-sop skill runs
it. Ask your agent:
Help me write my SOP.
What the agent asks for
Start from what you already have: a training document, a checklist, an onboarding guide, or a few real email threads. If you have nothing written, the agent asks you:
- How does a request for work arrive, and what do you send back?
- What makes a customer say yes, and what do you need from them then?
- What must be true before the work starts?
- What does finished mean, and who confirms it?
- What goes wrong most often, and how do you notice?
How it places your steps
- Quote: from the request until the customer answers your offer.
- Booking: starts with their yes. Signing, deposit, ordering, scheduling.
- Job: one piece of work being carried out. A booking may lead to several. The agent asks you when a job begins.
If you only want to track jobs, the quote and booking stages can stay empty. We recommend all three; here is why.
Good milestones
- Outcomes, not tasks. "Deposit received", not "Chase the deposit".
- Short. At most six words, with no names, numbers or dates.
- A clear criterion. What a message must show, and what does not count.
- Few. Only the ones that change what someone does next. When one job takes an odd turn, the agent adds a milestone to that job alone.
For example, from a heating and air-conditioning installer:
| Stage | Milestone | Criterion |
|---|---|---|
| Quote | Estimate sent | Cited evidence shows the priced estimate reaching the customer. |
| Booking | Contract signed | Cited evidence shows the customer signing or accepting the estimate in writing. A yes reported by phone is not enough. |
| Job | Inspection passed | Cited evidence shows the town's inspection passed. A booked inspection is pending, not done. |
The full version and two more are in Example SOPs.
Publishing
The agent shows you the draft as an outline and asks what is wrong or missing, until you say it is right. Only on your explicit yes does it publish version 1. It records your yes as evidence first.
Then it asks whether new work should follow this version without asking each time. If you say no, it asks at every new quote.
Changing it later
Ask the agent to revise the SOP. It shows you only what differs and publishes a new version on your yes. Running work stays on the version it started with. Only a job can move to the new one, with your approval; see When a job goes wrong.
Once the SOP exists, the agent offers to write recovery procedures for what goes wrong often: a cancellation, damage, a redo.