> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tryecco.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Procedures

> Create, edit, and publish the step-by-step flows Ecco follows in guest conversations.

**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.

## 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.

> [!NOTE]
>
> 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.

## 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.

## Edit a procedure

Edit the procedure directly on the page: changes are saved as you go. Use **Undo** and **Redo** for recent changes.

**Textual**

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.

**Structured**

Select **Add step** and choose a block:

| Block | What it does |
| - | - |
| **Ask** | Ecco asks the guest for information. |
| **Tell** | An instruction for Ecco. |
| **Say** | An exact message Ecco repeats word for word. |
| **If** | Branches the flow, with **Else if** and **Else**. |
| **Tool** / **System tool** | Runs an action, such as a transfer or a lookup. |
| **Sub-procedure** | Continues with another procedure. |
| **End** | Ends the flow. |

Open **More actions → Diagram** to see the flow visually. Use the controls to zoom, reset, or fit it on screen.

### 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](/how-to-use/settings#departments).

## 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.

## 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.

> [!NOTE]
>
> 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.

## More actions

> **View changes**
>
> Compare the saved draft with the published version.

> **Diagram**
>
> Open the visual flow of a structured procedure.

> **Reload procedure**
>
> Reload the procedure from its saved version.

> **Delete draft**
>
> Remove a new draft that was never published.

> **Delete procedure / Undo deletion**
>
> Remove a published procedure, or cancel a removal that has not been published yet.

## 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.

> [!WARNING]
>
> Ecco does not delete a procedure that another procedure may use. If you see this message, contact the Ecco team.


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