Review and publish instructions

Control which instructions agents can use.

Before you start

Supervisor permissions for instruction authoring and state changes.

Steps

1. Create or update an instruction with its scope and steps.
2. Provide an approved customer message separately from internal guidance.
3. Move the instruction through Draft and In review.
4. Publish it when ready for use, or retire instructions that should no longer be followed.

Expected result

Agents can select the published instruction.

Important behaviour

Instructions share underlying knowledge infrastructure but have their own four-state lifecycle: Draft, In review, Published and Retired.

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