⚡ SOPs: Workflow Automation

SOPs (Sophosic™ Operating Protocols) are reusable, intelligent workflows that combine conversational AI with structured processes. Create automated experiences for yourself, your team, or your customers.

What are SOPs?

Think of SOPs as AI-powered playbooks that guide conversations and actions according to your specific process.

Real-World Examples:

• Customer support triage system
• Lead qualification interview
• Content brief generator
• Onboarding checklist assistant
• Meeting agenda creator
• Bug report collector

SOP Components

Every SOP includes:

1. Instructions: What the AI should do and how to behave
2. Mode Configuration: Reasoning level and capabilities
3. Interface Type: Conversational or form-based
4. Sharing Settings: Public, private, or unlisted
5. Trigger Options: URL, webhook, or manual

Accessing SOPs

View Public SOPs

Browse community-created SOPs:

Your SOPs

Access your created SOPs:

1. Dashboard → My SOPs
2. View all SOPs you’ve created
3. See usage statistics
4. Edit or share SOPs

Creating Your First SOP

AI: Hello! I'm here to help with your support request.
    Can you describe what you're experiencing?

User: My account won't load

AI: I understand. When did you first notice this issue?

User: This morning

AI: Got it. Let me ask a few quick questions to route
    you to the right team...

Company Name: [Text Input]
Industry: [Dropdown]
Number of Employees: [Number Input]
Primary Challenge: [Text Area]
Budget Range: [Radio Buttons]

You are a friendly customer support assistant for Acme Software.

Your goal: Gather information about the customer's issue and
route them to the appropriate team.

Steps:
1. Greet the customer warmly
2. Ask them to describe their issue
3. Gather these details:
   - When did it start?
   - What have they tried?
   - How critical is it?
4. Based on responses, route to:
   - Billing Team (payment/subscription issues)
   - Technical Team (bugs/errors)
   - Account Team (login/access issues)
5. Provide ticket number and expected response time
6. Thank them and offer additional help

Tone: Friendly, professional, empathetic
Response Style: Concise, clear, actionable

Running an SOP

Starting an SOP

Format: sophosic.ai/[username]/[sop-slug]
Example: sophosic.ai/john/customer-support

sophosic.ai/john/support?message=I need help with billing

Conversational SOP Flow

Form-Based SOP Flow

URL Parameters for Smart Links

You can pre-fill messages and settings by adding parameters to your SOP links, making them perfect for automation and quick access.

Quick Example

sophosic.ai/username/research-assistant?message=Analyze%20market%20trends&reasoning=high&web=true

This link starts the “research-assistant” SOP with a specific message and enables web search with high reasoning.

Practical Use Cases

QR Codes:

• Product packaging → Links to onboarding SOP
• Conference booth → Opens lead qualification SOP
• Equipment label → Launches maintenance checklist SOP
• Restaurant table → Starts ordering assistant SOP

Email & Notification Links:

• Support emails with pre-filled context
• Automated notification buttons
• One-click workflow triggers

Marketing & Sales:

• Landing page CTAs with context
• Social media bio links
• Ad campaign redirects

Available URL Parameters

You can customize the SOP experience with these parameters:

Message Parameters (choose one):

• message=Your%20message%20here
• msg=Your%20message
• m=Message
• query=Your%20query
• q=Query

Reasoning Level (choose one):

• reasoning=minimal - Quick, simple responses
• reasoning=low - Basic conversations
• reasoning=medium - Balanced (most common)
• reasoning=high - Deep analysis
• Alternative: think=high or mode=high

Web Search (choose one):

• web=true - Enable web search
• web=false - Disable web search
• Alternative: websearch=true

Creating Smart Links

Combine your SOP URL with parameters:

Format:

sophosic.ai/[username]/[sop-slug]?parameter1=value1&parameter2=value2

Examples:

# Customer support with billing topic
sophosic.ai/acme/support?message=I%20have%20a%20billing%20question

# Research assistant with web search
sophosic.ai/acme/research?message=Latest%20AI%20trends&web=true&reasoning=high

# Quick help request
sophosic.ai/acme/help?q=Setup%20guide&mode=low

Tips:

• Spaces in messages become %20 (URL encoding)
• Combine multiple parameters with &
• Test your links before sharing widely
• Keep messages concise for better mobile experience

Managing Your SOPs

SOP Dashboard

View all your SOPs with statistics:

Metrics Displayed:

• Total runs
• Unique users
• Average completion time
• Completion rate
• Last run date

Actions Available:

• Edit SOP
• View analytics
• Copy share link
• Archive SOP
• Delete SOP

Editing SOPs

SOP Analytics (Sophosic™ Business)

Track performance and usage:

Available Metrics:

• Run count over time
• Completion vs. abandonment rate
• Average session duration
• User feedback scores
• Most common paths through conversational SOPs

Accessing Analytics:

1. My SOPs → Select SOP
2. Click “Analytics” tab
3. View detailed statistics
4. Export data (CSV)

Advanced Features

Webhook Triggers

Trigger SOPs automatically from external systems and platforms:

What Are Webhooks?

Webhooks let other systems automatically start your SOPs when specific events happen. Think of them as automatic buttons that get pressed when something occurs in another app.

Real-World Use Cases:

E-commerce:

• New customer signup → Automatically run welcome & onboarding SOP
• Order placed → Trigger order confirmation SOP
• Payment received → Launch fulfillment checklist SOP

Customer Support:

• New support ticket → Run triage & routing SOP
• Customer feedback received → Trigger follow-up SOP
• Negative review posted → Initiate damage control SOP

Marketing & Sales:

• Form submitted → Run lead qualification SOP
• Trial signup → Start nurture sequence SOP
• Demo requested → Launch sales prep SOP

Internal Operations:

• New employee hired → Run onboarding SOP
• Project started → Trigger project kickoff SOP
• Task completed → Launch next phase SOP

How to Set Up Webhooks:

Conversation Starters

Pre-written prompts that help users begin:

Example:

SOP: "Customer Support Assistant"

Conversation Starters:
- "I have a billing question"
- "I'm experiencing a technical issue"
- "I need help with my account"
- "I want to provide feedback"

Adding Starters:

1. Edit SOP
2. Scroll to “Conversation Starters”
3. Click “Add Starter”
4. Enter suggested prompt
5. Save (repeat for multiple)

SOP Templates

Start from pre-built templates:

Available Templates:

• Customer Support Triage
• Lead Qualification
• Meeting Scheduler
• Content Brief Generator
• Bug Reporter
• Feedback Collector
• Onboarding Checklist
• Interview Questionnaire

Using Templates:

1. Create New SOP → “Start from Template”
2. Browse template library
3. Select template
4. Customize instructions
5. Publish

Best Practices

Writing Effective Instructions

✅ "Your goal is to gather customer feedback and rate satisfaction 1-10"
❌ "Help customers"

Phase 1: Greeting and context
Phase 2: Information gathering
Phase 3: Analysis and recommendation
Phase 4: Summary and next steps

Example exchange:
AI: "What industry are you in?"
User: "Healthcare"
AI: "Great! Healthcare has specific compliance needs.
     Do you handle patient data?"

Tone: Warm and conversational, not formal
Style: Use simple language, avoid jargon
Format: Short paragraphs, bullet points for lists

If user provides incomplete information: Politely ask for clarification
If user goes off-topic: Gently redirect to the goal
If user is frustrated: Acknowledge and offer human escalation

Optimizing User Experience

Start Strong:

• Clear, welcoming introduction
• State what the SOP will do
• Set time expectations

Keep It Flowing:

• Ask one question at a time
• Avoid overwhelming users
• Provide progress indicators

End Well:

• Summarize what was accomplished
• Provide clear next steps
• Thank the user

Testing SOPs

Before sharing widely:

SOP Examples

Example 1: Lead Qualification

Purpose: Qualify leads for sales team

Instructions Snippet:

You are a lead qualification assistant for Acme SaaS.

Goal: Determine if this lead is a good fit for our product.

Questions to ask:
1. Company size (employees)
2. Current tools for [our solution area]
3. Biggest challenge in [our solution area]
4. Timeline for making a decision
5. Budget range

Qualification criteria:
- 10+ employees: Qualified
- Active problem in our area: Qualified
- Budget >$500/month: Qualified
- Timeline <90 days: Qualified

Score leads:
- 4/4 criteria: Hot lead → Notify sales immediately
- 2-3/4 criteria: Warm lead → Add to nurture campaign
- 0-1/4 criteria: Cold lead → Thank and offer resources

Always be helpful and professional, even for cold leads.

Example 2: Content Brief Generator

Purpose: Create content briefs for writers

Instructions Snippet:

You are a content strategist helping create detailed content briefs.

Process:
1. Ask about the topic/focus keyword
2. Understand the target audience
3. Determine content type (blog, guide, tutorial)
4. Gather competitive intel (ask for competitor URLs)
5. Define key points to cover
6. Set word count and tone
7. Generate comprehensive brief

Brief format:
- Working Title
- Target Keyword & SEO Goals
- Audience & Intent
- Outline (H2/H3 structure)
- Key Points to Cover
- Competitor Analysis
- Word Count & Tone
- Call-to-Action

Ask clarifying questions to ensure brief is actionable for writers.

Example 3: Bug Report Collector

Purpose: Gather detailed bug reports from users

Interface: Form-Based

Fields:

Bug Title: [Text input]
What happened?: [Text area]
What did you expect?: [Text area]
Steps to Reproduce: [Text area]
Browser/Device: [Dropdown]
Screenshot: [File upload]
Severity: [Radio: Critical/High/Medium/Low]

Instructions Snippet:

Process the bug report and create a detailed ticket:

1. Validate all required fields are complete
2. Analyze severity based on:
   - Critical: System down, data loss
   - High: Major feature broken
   - Medium: Feature partially works
   - Low: Cosmetic issue

3. Generate ticket with:
   - Ticket number (auto-generate)
   - Priority based on severity
   - Affected component (infer from description)
   - Suggested assignment (based on component)

4. Provide user with:
   - Ticket number
   - Expected response time
   - Workaround if available
   - Thank you message

Troubleshooting

SOP Not Responding as Expected

Check:

• Instructions clarity—are they specific enough?
• Are examples provided for complex tasks?
• Is reasoning mode appropriate for task complexity?

Fix:

• Refine instructions with more detail
• Add specific examples
• Increase reasoning effort if needed

High Abandonment Rate

Common Causes:

• Too many questions upfront
• Unclear purpose/value
• Technical issues

Solutions:

• Front-load value (explain benefits first)
• Reduce initial friction
• Add conversation starters
• Test on different devices

Webhook Not Triggering

Troubleshooting Steps:

1. Verify the Webhook URL

   • Double-check you copied the complete URL from SOP settings
   • Ensure no extra spaces or characters were added
   • Confirm the URL is correctly entered in your external system

2. Test the Connection

   • Use the built-in “Send Test” button in SOP settings
   • Verify the test triggers the SOP successfully
   • Check if you receive a success confirmation

3. Check Your External Platform

   • Ensure the trigger event is properly configured (e.g., “Form Submitted”)
   • Verify the webhook action is enabled/active
   • Look for error messages in your automation platform

4. Review Timing

   • Some platforms have delays between trigger and webhook execution
   • Wait 1-2 minutes after a trigger event
   • Check if webhooks are queued or throttled by your platform

5. Contact Support

   • If issues persist after trying above steps
   • Provide your SOP name and webhook setup details
   • Include any error messages you’re seeing

Next Steps

Questions about SOPs? Visit our Help Center or contact support.