Playbook · SOP authoring

SOPs your team can actually follow

Write procedures as structured topics and steps in an editor built for the job — with AI drafting the outline, version history on everything, and publishing that is always a deliberate act.

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How it works

From blank page to published procedure

An editor shaped for procedures, not documents

Every playbook is an outline of topics and steps on the left and a focused writing canvas on the right — so a procedure stays scannable at any length, and nobody has to hunt through a wall of prose to find step four.

Topics and steps keep every procedure scannable
Slash commands, rich content, covers, and tags
Per-topic status, time estimates, and collaborators

Refund handling — duplicate charges Published Preview

Contents Assignments Meta Activity

Cover Page Smart Outline

Confirm the duplicate

Check the billing record

Verify the 24h window

Refund or escalate5m

Refund policy quiz3m

Check the billing record

Open the customer's billing record and locate both charges before touching anything.

Compare amounts, invoice IDs, and timestamps of the two charges.
Confirm both charges settled — not one payment plus a pending authorization.
If they match within 24 hours, continue to Refund or escalate.

…both charges reference the same invoice — refund the newer one and note the invoice ID.

Start from a blank page — or don't

Smart Outline drafts your playbook's structure from a one-line description, and inline suggestions keep the writing moving. Already have docs? Import them and restructure instead of retyping.

Smart Outline drafts the topic-and-step structure
Inline AI suggests the next line as you write
Import existing documents to start

Publish deliberately, roll back safely

A playbook has a real publication state — published, scheduled, or unpublished. Edits stay private until you ship them, every published version is kept, and rolling back is one click, not an archaeology project.

Unpublished changes flagged until you ship or discard them
Publish now or schedule for later
Save, compare, and restore versions at any time

Refund handling — duplicate charges Published

PublishMake the latest changes live for readers and AI

UnpublishTake this playbook out of circulation

Save VersionSnapshot the current state to the history

Discard ChangesReturn to the published version

v1.3 Refund window now 24h

Jun 30 Dana Whitfield 6 sections

v1.2 Chargeback escalation path

Jun 12 Sam Ruiz 5 sections

v1.1 First published version

May 28 Dana Whitfield 4 sections

Go further

Writing it is half the job

Training & acknowledgment

Assign what you wrote, quiz for understanding, and capture signatures where sign-off matters.

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AI grounding

Published playbooks become the ground truth behind every Helpdesk AI answer — cited by version.

Explore AI grounding

Playbook overview

The whole product — authoring, publishing, training, and analytics — in one tour.

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Questions

Frequently asked

Can I import our existing SOPs?

Yes — import existing documents to start, then restructure them into topics and steps. Smart Outline can also draft a structure from scratch when there’s nothing to import.

What happens when I edit a published SOP?

Edits stay private until you publish them. The playbook is flagged as having unpublished changes until you ship or discard them, and every published version is kept so you can compare and roll back.

Can several people work on one playbook?

Yes — collaborators are built in per topic, alongside status and time estimates, so a long procedure can be written and maintained by the people who actually own each part.

Get started

Write it once, keep it alive

Start with one procedure — import it or draft it with Smart Outline — and publish it to your team today.

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