Turn your team’s instructions into a procedure they can run.

Describe how the job gets done. An agent drafts a procedure with steps for agents and teammates. As you review their work, edits and corrections become lessons automatically, so agents use what they’ve learned on future jobs.

Watch the three one-minute films

Who takes part in a job

An agentUses the records and tools assigned to its step to prepare or complete work.
A teammateFinds assigned steps in their own list of work.
A client or someone outsideCan send an email that starts the job.
You, as a reviewerAnswers approval requests and questions that agents send to Now.

Describe how the job gets done.

Write it the way you’d explain it to someone new, or upload your checklist. An agent drafts the steps and assignments. Review the draft and choose where work needs approval before publishing it.

You can try an unpublished draft on a past job to check the steps before using it for new work.

Illustration of describing a job. A service manager writes how a repair request gets handled and attaches the old dispatch checklist. An agent drafts a six-step procedure: the customer’s email starts it, three agents build the work order, check the unit’s history and pick a tech with the parts, the manager approves the dispatch, and the tech fixes it. Nothing runs until the draft is approved.

Procedures New process

The work you have in mind

When a customer emails service@ about a broken unit, open a work order, look at what’s been done to that unit before, and find a tech nearby who has the part on their van. I okay every dispatch before anyone drives out.

dispatch-checklist.pdf

Repair requestDraft · 6 steps

1 Customer emails service@ Starts it
2 Build the work order Intake agent
3 Check the unit’s history and manual Service agent
4 Pick a tech who has the parts Dispatch agent
5 Approve the dispatch Waits for you
6 Fix it and file the report The tech

Nothing runs until you approve the draft.Approve draft

An illustration. The repair business is an example.

Run it on a job.

Start a procedure by hand, from an email, on a schedule or from an event. Agents and teammates take their assigned steps, using integrations to reach the other systems the job needs.

Work that needs your decision appears in Now with the information to review. Other jobs can continue while that step waits.

Illustration of five repair jobs running at once. One waits for you to approve a dispatch to the Harlow depot. Two are with technicians on site, and two are with agents, checking a unit’s history and picking a tech.

RunningRepair request

Walk-in coolerHarlow depot 12345 · Approve6
Ice machineBay Street Café 123456 · Marco, on site
Dish machineNorthgate School 123 · History456
Rooftop unitEastfield Clinic 1234 · Picking a tech56
Reach-in freezerPier 4 Diner 123456 · Dana, on site

An illustration. The jobs are examples.

Your corrections teach the next run.

Edit an agent’s work or correct a decision as you review it. Standard Procedure automatically keeps the lesson and agents use it on the next relevant job. There’s no separate training task.

Correct a dispatch because the suggested technician lacks site training, for example. On the next request for that site, the agent uses the training requirement when choosing a technician.

You own your data and procedures, including the knowledge built from these corrections. That knowledge stays in your workspace.

You can also change the procedure’s steps, try a draft on a saved job before publishing, and restore an earlier version. Saved tests replay after publication so you can check the results.

Illustration of automatic learning from a dispatch correction. The reviewer says Dana lacks Harlow’s site training and chooses Marco. Standard Procedure automatically keeps a lesson to check site training for Harlow jobs. On the next request for Harlow, the agent uses that lesson when suggesting a technician.

Repair request Learning from corrections

You, on the Harlow depot job

Dana isn’t cleared for Harlow. Send Marco; he has the part and has completed that site’s safety training.
Lesson saved automatically

For Harlow jobs, check site safety training before selecting a technician.

Used on the next Harlow request

Checked parts and site training. Marco is cleared for Harlow and has the part.

An illustration. The repair business is an example.

Approval requests and agent questions arrive in Now.

You can require review at a step or for a connection call. An agent can also ask for help during a job.

A required review: A step assigned to a person, or a call set to ask first, waits for their response.
A question from an agent: An agent can ask for missing information, a credential or a decision. The job waits until someone answers.

The agent receives your answer and resumes the job. Corrections become knowledge for future jobs automatically. Review the rules for agent tools and approvals.

Illustration of an agent stopping to ask. A repair request from the Harlow depot doesn’t say which unit is broken, and two units there are under contract. The intake agent stops at step 2, says what it checked, and asks you which unit it is. You can ask the customer, or answer that it’s the walk-in cooler.

Repair request Harlow depot

1 2 · Which unit? 3 4 5 6 Waiting for you

The intake agent stopped to ask

Which unit is broken? The email says “the cooler’s down again” and doesn’t name one.

Under contract here

2 coolers

Walk-in and reach-in

Named in the email

Neither

No photo attached

Read the email and the thread before it Checked both units’ service history

The job waits here until you answer.

Ask the customer It’s the walk-in

An illustration. The repair business is an example.

Turn your team’s instructions into a procedure they can run.

Describe how the job gets done.

Run it on a job.

Your corrections teach the next run.

Approval requests and agent questions arrive in Now.

We’re setting up the first businesses now.