Chatbase is the AI customer support platform for building and deploying agents that resolve complex support queries, automate customer service workflows, and improve customer outcomes. With this launch, the company is rolling out Procedures, a way for teams to script exactly how an agent handles a given situation instead of leaving the flow to model improvisation. Operators define the trigger that starts the procedure, the ordered steps the agent walks through, the branches for different customer responses, and the point at which the conversation escalates to a human.
The feature sits alongside Chatbase's existing action system, where during a conversation, the agent can trigger a task, pull in data, or hand off to a person, so it can actually resolve requests instead of just replying to them. Procedures give support leaders a way to encode the runbooks their human agents already follow (authentication checks, refund eligibility, order lookups, tiered escalation) so the AI executes them consistently rather than reasoning from scratch each time. That matters for teams whose agents are moving beyond FAQ deflection into workflows where a wrong step has real consequences.
Chatbase is led by founder and CEO Yasser Elsaid, and serves over 10,000 businesses with a platform that lets companies build customer facing agents that plug into CRMs, payment systems, and scheduling tools to resolve issues end to end. Procedures arrives shortly after the company extended its stack to phone support with Chatbase Voice, a voice AI agent that extends the company's customer support platform from chat to phone , and it applies the same design across both channels so a procedure authored once governs how the agent behaves whether the customer is typing or calling.
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Priya K.Aug 10, 2026
The surgeon metaphor with 'contains graphic scenes' is genuinely the best launch copy I've seen this week. Whoever writes for Chatbase deserves a raise or at least a scalpel.
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Tomas BergAug 10, 2026
ok wait, branches AND human handoff configured in the same flow? this is the thing every support team has been duct-taping with Zapier for two years.
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Lin ZhaoAug 10, 2026
Curious how this is priced. Per-procedure? Per-resolution? If it's still per-message I'm going to need someone to explain the margin story to me slowly.
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devaAug 10, 2026
Procurement checklist: SSO, SOC 2 Type II, audit logs on the procedure edits, PII redaction on the handoff. Anything less and legal eats me alive.
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Kwesi OwusuAug 10, 2026
Reply to Deva above, this is the actual question. Everyone ships 'agents' until an enterprise asks who authored the procedure and when it last changed.
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Mira B.Aug 10, 2026
The video pacing is tight but the surgery b-roll under agent screenshots is a choice. I laughed, then I felt weird, then I clicked. Mission accomplished I guess.
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June ParkAug 10, 2026
Naive question but what happens when the trigger fires and none of the branches match? Does it just sit there or does it default to human? Genuinely asking.
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Chatbase is the AI customer support platform for building and deploying agents that resolve complex support queries, automate customer service workflows, and improve customer outcomes. With this launch, the company is rolling out Procedures, a way for teams to script exactly how an agent handles a given situation instead of leaving the flow to model improvisation. Operators define the trigger that starts the procedure, the ordered steps the agent walks through, the branches for different customer responses, and the point at which the conversation escalates to a human. The feature sits alongside Chatbase's existing action system, where during a conversation, the agent can trigger a task, pull in data, or hand off to a person, so it can actually resolve requests instead of just replying to them. Procedures give support leaders a way to encode the runbooks their human agents already follow (authentication checks, refund eligibility, order lookups, tiered escalation) so the AI executes them consistently rather than reasoning from scratch each time. That matters for teams whose agents are moving beyond FAQ deflection into workflows where a wrong step has real consequences. Chatbase is led by founder and CEO Yasser Elsaid, and serves over 10,000 businesses with a platform that lets companies build customer facing agents that plug into CRMs, payment systems, and scheduling tools to resolve issues end to end. Procedures arrives shortly after the company extended its stack to phone support with Chatbase Voice, a voice AI agent that extends the company's customer support platform from chat to phone , and it applies the same design across both channels so a procedure authored once governs how the agent behaves whether the customer is typing or calling.
Comments (7)
The surgeon metaphor with 'contains graphic scenes' is genuinely the best launch copy I've seen this week. Whoever writes for Chatbase deserves a raise or at least a scalpel.
ok wait, branches AND human handoff configured in the same flow? this is the thing every support team has been duct-taping with Zapier for two years.
Curious how this is priced. Per-procedure? Per-resolution? If it's still per-message I'm going to need someone to explain the margin story to me slowly.
Procurement checklist: SSO, SOC 2 Type II, audit logs on the procedure edits, PII redaction on the handoff. Anything less and legal eats me alive.
Reply to Deva above, this is the actual question. Everyone ships 'agents' until an enterprise asks who authored the procedure and when it last changed.
The video pacing is tight but the surgery b-roll under agent screenshots is a choice. I laughed, then I felt weird, then I clicked. Mission accomplished I guess.
Naive question but what happens when the trigger fires and none of the branches match? Does it just sit there or does it default to human? Genuinely asking.