Runbooks
/ Step-by-step playbooks humans approve. AI Desk uses them to resolve matching issues autonomously.
What a runbook is
A runbook is an approved procedure: trigger topics, ordered steps, and guardrails. When a ticket or chat matches, AI Desk follows the runbook instead of improvising. Humans stay in control because nothing goes live until reviewed.
Desk / Runbooks
Runbooks
New runbookRefund outside window
ApprovedPortal login loop
DraftTrial extension
Auto-generatedDraft → approve → autonomous
- Human Desk surfaces an unresolved pattern or content gap.
- Humaner drafts a runbook from the ticket context.
- A teammate edits and approves it.
- AI Desk applies it on the next matching issue.
Per-agent scope
Runbooks attach to an agent. Multi-business workspaces keep playbooks isolated per brand.
Manage runbooks
- 1
Desk → Runbooks
https://app.humaner.io/dashboard/desk/runbooks for org-wide view.
- 2
Or per agent
Agents → your agent → Runbooks for agent-specific playbooks.
- 3
Review status
Draft, approved, and auto-generated runbooks are labeled so approvers know what still needs eyes.