AI Features

AI Procedures

Teach Nero how your business works. Procedures determine how Nero responds to customer messages, from greeting to resolution.

What are Procedures?

Nero has two types of knowledge:

Knowledge Procedures
What is it? Facts and information Workflows and rules
Example "Our return policy is 30 days" "Greet the customer, ask for the order number, send the return label"
Think of it as What your team needs to know What your team needs to do

Knowledge is your knowledge base: product info, manuals, FAQs.
Procedures are your business processes: how you want customer questions handled.

Nero combines both: the procedure determines the approach, the knowledge provides the content.

How it works

When a customer sends a message, Nero automatically finds the right procedure based on two things:

  1. Message type: Is it a support question, a sales inquiry, an order?
  2. Channel: Did it come in via email, Slack, WhatsApp?

Nero then applies the matching procedure and drafts a response. You review and send it.

Example

A customer emails about a defective product. Nero recognizes: type = support, channel = email → applies the "Customer Support Protocol" procedure → searches the knowledge base for product info → drafts a response following your guidelines. You review and click send.

Automatic matching

You can configure when each procedure is automatically applied.

By task type

Select which types of messages trigger the procedure:

Type When
SupportCustomer questions, issues, complaints
SalesQuotes, leads, product inquiries
ProjectProject updates, milestones
OrderOrders, deliveries, returns
DevTechnical questions, bugs

By channel

Select which channels the procedure is active on:

Channel
EmailIncoming emails
SlackSlack messages
WhatsAppWhatsApp messages
PhonePhone-reported questions

Priority

When multiple procedures match the same situation, the one with the highest priority is applied first.

Procedure stacking

Many businesses have a consistent communication style for all customer contact, plus specific workflows per topic. With procedure stacking you can combine these without repetition.

Two types of procedures

Type What it determines Example
Base How you communicate "Address customers formally, close with a thank you"
Topic What you do "For returns: ask order number, check policy, send label"

How it works

Say you have:

  • Base procedure: "Formal Communication Style": always formal tone, professional language
  • Topic procedure: "Return Handling": steps for processing returns

For a return question via email, Nero combines both: the response follows the formal style and follows the return steps.

This way you don't need to repeat communication rules in every procedure. Create 1 base procedure and link all your workflows to it.

When to use what

  • No type (standalone): The procedure handles both style and content
  • Base: Create 1 or 2 per organization. Your default communication style
  • Topic: Create as many as you want. Specific processes per subject

AI guidelines

Per procedure you can set extra guidelines for the AI:

Setting What it does
Required elements Parts that must always be in the response (e.g. a greeting, a call-to-action)
Forbidden elements Parts that must never be in the response (e.g. pricing info, competitors)
Max words Limit the response length
Examples Show what a good (or bad) response looks like

Categories

Procedures are organized in categories that match business processes:

  • Support Handling: Ticket processing, escalation, response times
  • Sales Process: Lead qualification, sales steps, follow-up
  • Onboarding: Customer and employee onboarding
  • Internal Operations: Task routing, approval flows, handovers

You can also create custom categories that fit your organization.

Creating a procedure

  1. Go to Knowledge Base → Procedures
  2. Click + New
  3. Fill in:
    • Title and category: Give the procedure a clear name
    • Content: Describe the steps Nero should follow (use the template for the right structure)
    • AI guidelines: Optional: set required/forbidden elements
    • Matching: Configure which message types and channels trigger this procedure
    • Tags and status: Add tags and set the status to Published
  4. Once the status is Published, the procedure is automatically used

Tips

  • Start with one base procedure that defines your communication style. Add topic procedures for each workflow.
  • Use matching for predictable situations (all support emails) and tags for more nuanced matching.
  • Test your procedure by sending a test message and reviewing the draft response in Nero.
  • Combine with knowledge: the procedure determines the approach, but automatically references relevant knowledge articles for the content.

FAQ

What if no procedure matches?
Nero drafts a generic response based purely on your knowledge base. No specific style or workflow is applied.
Can I have multiple base procedures?
Yes, but only one is applied per message. It's better to combine your style rules into a single base procedure.
Are procedures used when I use /ask?
No. The /ask command searches your knowledge base only. Procedures are automatically applied to incoming customer messages.
How do I know which procedure was applied?
Each task in Nero shows which procedure was used for the draft response.
Can I temporarily disable a procedure?
Yes. Set the status to Draft or Review. Only procedures with status Published are automatically applied.
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