Standard operating procedure

SOPs turn the know-how in your best people's heads into instructions others can follow: how to handle a damaged-item claim, how to process a wholesale order, how to close the month. A good SOP says when it applies, the steps in order, the information each step needs, the exceptions and when to ask someone. Short and specific beats long and general. SOPs and AI agents: an SOP written for a new hire is also a strong brief for an agent. In AI products it is often called an AI playbook. Concierge playbooks let you write a method once and choose which agents follow it; a playbook guides the work but never grants extra permissions.