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Procedures are the flows Ecco follows for specific requests, such as a late check-in, a lost key, or a table reservation. Open Procedures in the sidebar and choose the channel tab: WhatsApp, OTA, or Voice. Each channel has its own procedures.

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Start from a template

For hotel agents, the template gallery provides ready-made procedures for common guest requests.
1

Choose a template

Open the gallery and select a template to preview its steps and the tools it uses.
2

Create the draft

Ecco adapts the steps to the tools already available to the agent. On Voice, handoff steps transfer the call to reception; on WhatsApp and OTA, they escalate the conversation to a person.
3

Complete the highlighted fields

Replace every yellow [TO COMPLETE: …] field with your hotel’s information. The highlight disappears as you type, and the draft notice shows how many fields remain.
4

Review and publish

Check the wording and tools, then publish the procedure.
Templates do not add or change the agent’s tools. When a tool is not part of the agent’s setup, Ecco uses alternative wording or adds a highlighted field for you to complete.
Restaurant agents start with a blank procedure and can create either a textual or structured flow.

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Create a blank procedure

Select New draft procedure and choose the type:

Textual

Write the flow as numbered steps in plain language. Best for most procedures.

Structured

Build the flow block by block, with conditions and exact messages. Open it as a diagram to check every path.

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Edit a procedure

Edit the procedure directly on the page: changes are saved as you go. Use Undo and Redo for recent changes.
Write each step on its own line. Press Enter to start the next numbered step.Template fields marked [TO COMPLETE: …] are highlighted in yellow. Select the placeholder and enter the requested information. The highlight disappears when you edit the field.Select Add, or type /, to insert:
  • Tools, such as checking availability or sending a booking link;
  • Knowledge base content and other Procedures to reference;
  • headings and steps to organize the text.
Inserted items appear as chips. Select a chip to see its name and description. Add a short instruction next to it explaining when Ecco should use it.

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Transfer calls to a department

On Voice, a procedure can transfer the call to a department, such as Restaurant or Events. Choose the Department in the transfer step. Departments and their operators are set in Configuration → Activity hours → Voice; see Departments.

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Status

The chip in the toolbar shows where the procedure stands:
  • Published — the live version is up to date.
  • Unpublished changes — you edited the procedure; publish to make the changes live.
  • Publishing — Ecco is applying the latest version.
  • To be deleted — the removal is waiting to be published.

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Publish

1

Select Publish

Ecco asks Publish this procedure? and shows the procedure name and the channel where it will go live.
2

Confirm

Ecco publishes the current version. While it is Publishing, this procedure is read-only; you can keep working on the others.
3

Check the result

The status changes to Published when the procedure is live. If publication fails, Ecco shows the reason so you can fix it and publish again.
Before publishing, complete every empty step and every highlighted [TO COMPLETE: …] field. Ecco will not publish a draft with fields still to complete. The procedure can only mention tools available to the agent.

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More actions

Compare the saved draft with the published version.
Open the visual flow of a structured procedure.
Reload the procedure from its saved version.
Remove a new draft that was never published.
Remove a published procedure, or cancel a removal that has not been published yet.

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Delete a procedure

1

Choose Delete procedure

Open More actions and select Delete procedure.
2

Confirm

Check the name and channel in Delete this procedure?, then confirm.
3

Keep working

The procedure leaves the list, the next one opens, and Ecco publishes the removal in the background.
If the removal cannot start, the procedure stays marked To be deleted with the reason. Select Publish to try again, or Undo deletion to keep it.
Ecco does not delete a procedure that another procedure may use. If you see this message, contact the Ecco team.