> ## Documentation Index
> Fetch the complete documentation index at: https://docs.orderprotection.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Standard Operating Procedures (SOPs)
> Create and manage standard operating procedures to guide your team and Order Protection's claim automation.
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.
## 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**.
* **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](#generating-sops-from-your-help-desk).
## 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
## 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.
### Before you start
Gorgias must be connected to Order Protection first. See [the Gorgias integration guide](/integrations/gorgias) to set that up.
### 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**.
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.
### 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.
**Automatic refresh** offers four options:
| Option | When it runs |
| - | - |
| **Weekly** | Every Monday |
| **Twice a month (1st & 15th)** | On the 1st and 15th |
| **Monthly** | On the 1st of each month |
| **Off (manual only)** | Never — you refresh by hand |
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.
### 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.
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.
### 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.
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.
## 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.
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.
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.
### 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.
## 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.
Click on any SOP to expand its full content inline, so your team can follow the procedure step by step while working the claim.
## 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.
### 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.
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