Give Aura a consistent way to help.
Set instructions for common support situations, including what to explain, what to ask, and when your team should take over.
SOP behavior
Support skill library
version controlled
Reusable skills
Fallback protocol
when confidence < 70%
enabled
Frustrated customer
de-escalation brief
reviewed
Bug escalation
engineering packet
template v1.7
Aura behavior
Tone
calm, direct, policy-aware
team SOP
Evidence
must cite approved source
strict
Fallback
handoff to human owner
required
Governance
Owner
Support ops
approves changes
Version
SOP-2026.04
active
Audit
skill applied to REP-1842
visible
library01
Select skill
Operators attach a behavior pattern to a queue or workflow.
runtime02
Apply SOP
Aura follows the approved fallback and escalation instructions.
audit03
Inspect
The applied skill version is stored with the conversation.
Start with one support situation.
Choose a common question with clear source material.
Write the reply guidance and the limits of what Aura may do.
Define when the request needs a person.
Test typical questions and exceptions before expanding.