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Standard Operating Procedures (SOPs) allow you to document your store’s operational guidelines for handling claims. SOPs are used by both your team and Order Protection’s AI-powered claim automation to ensure claims are processed consistently according to your preferences.

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Accessing SOPs

Navigate to Settings in the left sidebar, then click the SOPs tab. Here you’ll see a list of all your SOPs along with their current state — Active, Inactive, or Draft. SOP settings page
  • Active SOPs are visible to your team on claim pages and are used by claim automation when processing claims.
  • Inactive SOPs are hidden from claims and not used by automation. Use this state for procedures you want to temporarily disable.
  • Draft SOPs are awaiting your review. Drafts are never used by automation until you approve them. SOPs generated from your help desk arrive in this state — see Generating SOPs from your help desk.

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Creating an SOP

Click the Add SOP button at the bottom of the list to create a new procedure. You’ll be prompted to enter a title, then taken to the editor where you can write your content. SOPs support rich text formatting, so you can structure your procedures with:
  • Headings for section titles
  • Bullet points and numbered lists for step-by-step instructions
  • Bold and italic text for emphasis
  • Links and file attachments for reference materials

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Generating SOPs from your help desk

Rather than writing every SOP from scratch, Order Protection can read your help desk and turn what your team already documents into draft SOPs for you to review. Today this works with Gorgias.
This is rolling out gradually. If you don’t see the Gorgias options on your SOPs tab, reach out to your Customer Success Manager.

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Before you start

Gorgias must be connected to Order Protection first. See the Gorgias integration guide to set that up.

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Choosing what to share

The first time you use this, a consent screen asks what Order Protection is allowed to read. Access is read-only. Gorgias consent screen for SOP generation There are two options, and you can enable either one or both — at least one is required to continue:
  • Import my Gorgias macros & canned responses — reads your saved macros. These usually carry your clearest written policies.
  • Analyze my recent customer conversations — reads a recent set of your tickets. This surfaces practices your team applies consistently but may never have written down.
Channels to include narrows which conversations are read — for example email, chat. Leave it blank to include all channels. This applies only to conversations; macros are always read in full when that option is enabled.
Order Protection doesn’t keep your customer conversations. They’re analyzed to generate SOPs and then discarded — only the resulting SOPs are stored. Each generated SOP does keep a reference to what it came from, such as a macro name or a ticket number, so you can trace where a procedure originated.

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Pulling from Gorgias

Choose your options and click Pull from Gorgias. Order Protection reads your selected sources and writes draft SOPs for you. Afterward, the Refresh SOPs from Gorgias card on the SOPs tab lets you re-run this at any time with Refresh from Gorgias, and set how often it happens automatically. SOPs tab showing distillation instructions, refresh settings, and SOPs needing review Automatic refresh offers four options:
A refresh updates drafts you haven’t approved yet, but it never overwrites an SOP you’ve already approved. If your help desk content changes for a topic you’ve already approved, the refresh adds a new draft alongside your existing SOP rather than editing it. Review the new draft and update or deactivate the older SOP yourself so automation isn’t following two versions of the same procedure.

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Reviewing and approving

Generated SOPs land in a Needs Review list in the Draft state. They do nothing until you act on them — claim automation only reads active SOPs. Each one is labeled Generated from Gorgias and records why it was written and what it came from, so you can judge it quickly. A generated SOP showing why it was created and which tickets it came from For each draft you can:
  • Approve — sets the SOP to Active, at which point claim automation starts following it.
  • Edit first — open it and adjust the wording, then approve.
  • Reject — set it to Inactive if the procedure isn’t right, then delete it if you don’t want to keep it.
Read each draft as if it were an instruction to a new agent. Generated SOPs reflect what your team has written and done historically — which may include practices you’ve since changed.

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Distillation Instructions

The SOP Distillation Instructions card shows the rules Order Protection follows when turning your help desk content into SOPs — what counts as a reusable policy, and what gets skipped. Click View to read them. The distillation rules panel These rules are maintained by Order Protection and are view-only. If SOPs aren’t being generated the way you’d expect for your store, talk to your Customer Success Manager — the rules can be tuned for your account.

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Editing an SOP

Click on any SOP from the list to open it. To make changes, click the three-dot menu in the top right and select Edit, or click directly into the content area. Viewing an SOP with the action menu In edit mode, you’ll see the rich text toolbar with formatting options. Make your changes, then click Save Changes to save or Discard & Close to cancel. Editing an SOP with the rich text editor
Each time you save changes, a new version is created in the SOP’s history. This allows you to track how your procedures evolve over time.

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Additional Actions

From the three-dot menu on any SOP, you can also:
  • Set to Active / Set to Inactive — Toggle the SOP’s state. Only active SOPs are visible on claims and used by automation.
  • Duplicate — Create a copy of an existing SOP as a starting point for a new procedure.
SOPs can only be deleted when they are in an Inactive state. If you need to delete an SOP, set it to Inactive first.

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SOPs on Claim Pages

When your team opens a claim, they can access all active SOPs directly from the SOPs tab on the right side of the claim page. This gives agents quick access to the relevant procedures without leaving the claim. SOPs tab visible on a claim page Click on any SOP to expand its full content inline, so your team can follow the procedure step by step while working the claim. Full SOP content displayed on a claim page

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SOPs and Claim Automation

Active SOPs are automatically included in the context provided to Order Protection’s AI-powered claim automation. This means the automation engine follows your store’s specific procedures when assessing and processing claims.
Write your SOPs with clear, specific instructions — the more detailed your procedures are, the more accurately automation will follow them when handling claims on your behalf.

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Best Practices

  • Be specific — Include exact steps, thresholds, and decision criteria (e.g., “Escalate if order value exceeds $500”).
  • Cover edge cases — Document how to handle exceptions and unusual situations.
  • Keep SOPs focused — Create separate SOPs for different claim types or workflows rather than one large document.
  • Review regularly — Update your SOPs as your policies evolve to keep automation aligned with your current practices.
  • Use Active/Inactive wisely — Set SOPs to Inactive while drafting or when procedures are temporarily suspended, so they don’t affect live claim processing.