Standard operating procedure template, written for your process
Most SOPs live in one person's head until that person is on holiday. Describe the task (or attach notes, a screen recording or a voice memo) and your todo.is agent turns it into a clear SOP with numbered steps, owners, quality checks and a revision log, ready to print or share.
The prompt
- Write a standard operating procedure for [PROCESS NAME] at [COMPANY OR TEAM]. Here is how we do it today: [HOW THE TASK IS DONE NOW]. The people who follow it are [WHO USES THE SOP]. Use this structure: purpose, scope, roles and responsibilities, tools and materials, numbered step-by-step procedure (one action per step, with the expected result), quality checks, what to do when something goes wrong, related documents and a revision history table. Write short, plain sentences a new hire can follow without asking anyone. Mark any step where my notes are unclear with "TO CHECK" so I can fill it in. Deliver it as a Word file (.docx) with a one-page checklist version at the end, and [EXTRA FORMAT OR LANGUAGE].
What to change
- [PROCESS NAME]: The task, e.g. "processing customer refunds" or "closing the cafe at night".
- [COMPANY OR TEAM]: Who it is for, e.g. "Northwind Support team".
- [HOW THE TASK IS DONE NOW]: Rough notes in any order, or say "see the attached notes / screen recording / voice memo".
- [WHO USES THE SOP]: e.g. "new support agents in their first week" or "evening shift staff".
- [EXTRA FORMAT OR LANGUAGE]: e.g. "also a PDF copy", "a Spanish version" or "nothing else".
Example result
- SOP-CS-004: Processing customer refunds
- Owner: Support Lead | Version: 1.0 | Review date: every 6 months
- 1. Purpose
- Make sure every refund is checked, approved and paid the same way, within 3 business days.
- 2. Scope
- Applies to all refund requests from the online store. Chargebacks and wholesale orders follow SOP-FIN-002.
- 3. Roles
- • Support agent: checks the request and prepares the refund
- • Support lead: approves refunds above the agent limit
- • Finance: reviews the weekly refund report
- 4. Tools
- • Helpdesk, store admin, refund reason list (Appendix A)
- 5. Procedure
- 1. Open the ticket and confirm the order number. *Result: order found in store admin.*
- 2. Check the order date is within the return window. If not, use reply template R-3 and stop.
- 3. Confirm the item was returned or a photo of the damage is attached.
- 4. Choose the refund reason from Appendix A.
- 5. If the amount is above the agent limit, assign the ticket to the Support lead and wait for approval.
- 6. Issue the refund to the original payment method. *Result: refund status shows Pending.*
- 7. Add the refund ID and reason as an internal note.
- 8. Send reply template R-1 and set the ticket to Solved.
- 6. Quality checks
- • Refund ID is in the ticket note
- • Reason code is filled in
- • Customer got a confirmation email
- 7. When something goes wrong
- • Payment method expired: offer store credit, log it as reason 07
- • Duplicate request: merge tickets, never refund twice
- 8. Revision history
- | Version | Date | Change | By |
- | 1.0 | TO CHECK | First version | M. Ortega |
How to do it with todo.is
- Copy the prompt and fill in the brackets with your process and team.
- Paste it into todo.is on the Today screen, and attach any notes, photos, a screen recording or a voice memo of someone doing the task.
- Your agent writes the SOP as a Word file plus a short checklist and marks the gaps for you.
- Fix the TO CHECK items, then ask for changes like "add screenshots placeholders" or "make a version for managers".
Tips for a better result
- Record someone doing the task once and attach the video or voice memo. Real steps beat steps from memory.
- Write one action per step and say what success looks like. That is what makes an SOP usable on a busy day.
- Give each SOP an ID and a review date so outdated versions do not keep circulating.
- Keep exceptions in their own section instead of burying them inside steps.
- Ask your agent to remember your SOP format, so every new procedure in your company looks the same.
standard operating procedure template: FAQ
- What should a standard operating procedure include? A purpose, scope, roles, tools, numbered steps with expected results, quality checks, how to handle problems and a revision history. Short SOPs can drop some sections, but steps and owners are always needed.
- What is the difference between an SOP and a checklist? An SOP explains how and why each step is done, with roles and exceptions. A checklist is a short list to tick off once people already know the procedure. Many teams keep both.
- How long should an SOP be? As short as possible while still being complete. Most single-task SOPs fit on 2 to 5 pages; if it grows longer, split it into several procedures.
- Can todo.is turn a screen recording into an SOP? Yes. Attach the video (up to 50 MB) and your agent transcribes what is said, looks at what happens on screen and writes the steps. Check the result against the real task before you share it.
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