{
  "set": "CX Digital — CS SOP demo set for MinimalAI",
  "generated": "2026-09-30",
  "schema": "Agent Operating Procedure (AOP) v0.9",
  "source": "https://swimlanes.cxdigital.nl/",
  "security": "No secrets. Tools by logical name; bind to the AI platform's integrations.",
  "languages": {
    "spec": "en",
    "customer_facing": [
      "nl",
      "en"
    ]
  },
  "sections": [
    {
      "id": "order_delivery_wismo",
      "nl": "Order, levering & WISMO",
      "en": "Order, delivery & WISMO",
      "procedures": [
        "CS-W01",
        "CS-W11",
        "CS-W12",
        "CS-W06",
        "CS-W16",
        "CS-W04",
        "CS-W05",
        "CS-E10",
        "CS-W30",
        "CS-W31",
        "CS-W26"
      ]
    },
    {
      "id": "complaints_escalation_incident",
      "nl": "Klacht, escalatie & incident",
      "en": "Complaints, escalation & incident",
      "procedures": [
        "CS-S05",
        "CS-S06",
        "CS-W02",
        "CS-W03",
        "CS-W23",
        "CS-W24",
        "CS-W32",
        "CS-W34"
      ]
    }
  ],
  "procedures": [
    {
      "id": "CS-W01",
      "title": {
        "nl": "Order status & Track & Trace",
        "en": "Order status & Track & Trace"
      },
      "section": "order_delivery_wismo",
      "intent": "cs_w01_order_status_track_trace",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-W01.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-W01.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-W01_Order_Status_TrackTrace.html"
    },
    {
      "id": "CS-W11",
      "title": {
        "nl": "WISMO – mét Sendcloud",
        "en": "WISMO – with Sendcloud"
      },
      "section": "order_delivery_wismo",
      "intent": "cs_w11_wismo_with_sendcloud",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-W11.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-W11.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-W11_WISMO_Sendcloud.html"
    },
    {
      "id": "CS-W12",
      "title": {
        "nl": "WISMO – zonder Sendcloud (handmatig)",
        "en": "WISMO – without Sendcloud (manual)"
      },
      "section": "order_delivery_wismo",
      "intent": "cs_w12_wismo_without_sendcloud_manual",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-W12.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-W12.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-W12_WISMO_Handmatig.html"
    },
    {
      "id": "CS-W06",
      "title": {
        "nl": "Levertijd / voorraad / backorder",
        "en": "Lead time / stock / backorder"
      },
      "section": "order_delivery_wismo",
      "intent": "cs_w06_lead_time_stock_backorder",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-W06.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-W06.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-W06_Levertijd_Voorraad_Backorder.html"
    },
    {
      "id": "CS-W16",
      "title": {
        "nl": "Order wijzigen / annuleren (vóór verzending)",
        "en": "Change / cancel order (before shipping)"
      },
      "section": "order_delivery_wismo",
      "intent": "cs_w16_change_cancel_order_before_shipping",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-W16.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-W16.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-W16_Order_Wijzigen_Annuleren.html"
    },
    {
      "id": "CS-W04",
      "title": {
        "nl": "Productadvies & maatvoering",
        "en": "Product advice & sizing"
      },
      "section": "order_delivery_wismo",
      "intent": "cs_w04_product_advice_sizing",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-W04.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-W04.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-W04_Productadvies_Maatvoering.html"
    },
    {
      "id": "CS-W05",
      "title": {
        "nl": "Offerte & zakelijk bestellen (B2B)",
        "en": "Quote & business order (B2B)"
      },
      "section": "order_delivery_wismo",
      "intent": "cs_w05_quote_business_order_b2b",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-W05.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-W05.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-W05_Offerte_Zakelijk_B2B.html"
    },
    {
      "id": "CS-E10",
      "title": {
        "nl": "Cross-sell / upsell via CS",
        "en": "Cross-sell / upsell via CS"
      },
      "section": "order_delivery_wismo",
      "intent": "cs_e10_cross_sell_upsell_via_cs",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-E10.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-E10.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-E10_CrossSell_Upsell.html"
    },
    {
      "id": "CS-W30",
      "title": {
        "nl": "Orderbevestiging & verwachtingsmanagement",
        "en": "Order confirmation & expectation management"
      },
      "section": "order_delivery_wismo",
      "intent": "cs_w30_order_confirmation_expectation_management",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-W30.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-W30.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-W30_Orderbevestiging_Verwachting.html"
    },
    {
      "id": "CS-W31",
      "title": {
        "nl": "Backorder & deellevering-communicatie",
        "en": "Backorder & partial delivery comms"
      },
      "section": "order_delivery_wismo",
      "intent": "cs_w31_backorder_partial_delivery_comms",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-W31.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-W31.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-W31_Backorder_Deellevering.html"
    },
    {
      "id": "CS-W26",
      "title": {
        "nl": "Voorraad- & levertijdbelofte (PDP)",
        "en": "Stock & lead-time promise (PDP)"
      },
      "section": "order_delivery_wismo",
      "intent": "cs_w26_stock_lead_time_promise_pdp",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-W26.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-W26.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-W26_Voorraad_Levertijdbelofte.html"
    },
    {
      "id": "CS-S05",
      "title": {
        "nl": "Klachten & escalatie",
        "en": "Complaints & escalation"
      },
      "section": "complaints_escalation_incident",
      "intent": "cs_s05_complaints_escalation",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-S05.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-S05.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-S05_Klachten_Escalatie.html"
    },
    {
      "id": "CS-S06",
      "title": {
        "nl": "Escalatie proces",
        "en": "Escalation process"
      },
      "section": "complaints_escalation_incident",
      "intent": "cs_s06_escalation_process",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-S06.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-S06.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-S06_Escalatie.html"
    },
    {
      "id": "CS-W02",
      "title": {
        "nl": "Bezorgklacht / schade / niet ontvangen",
        "en": "Delivery complaint / damage / not received"
      },
      "section": "complaints_escalation_incident",
      "intent": "cs_w02_delivery_complaint_damage_not_received",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-W02.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-W02.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-W02_Bezorgklacht_Schade.html"
    },
    {
      "id": "CS-W03",
      "title": {
        "nl": "Garantie & defect product",
        "en": "Warranty & defective product"
      },
      "section": "complaints_escalation_incident",
      "intent": "cs_w03_warranty_defective_product",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-W03.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-W03.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-W03_Garantie_Defect.html"
    },
    {
      "id": "CS-W23",
      "title": {
        "nl": "Negatieve review / publieke klacht",
        "en": "Negative review / public complaint"
      },
      "section": "complaints_escalation_incident",
      "intent": "cs_w23_negative_review_public_complaint",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-W23.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-W23.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-W23_Negatieve_Review.html"
    },
    {
      "id": "CS-W24",
      "title": {
        "nl": "Major incident / storing",
        "en": "Major incident / outage"
      },
      "section": "complaints_escalation_incident",
      "intent": "cs_w24_major_incident_outage",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-W24.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-W24.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-W24_Major_Incident.html"
    },
    {
      "id": "CS-W32",
      "title": {
        "nl": "Recall / batch-issue / productveiligheid",
        "en": "Recall / batch issue / product safety"
      },
      "section": "complaints_escalation_incident",
      "intent": "cs_w32_recall_batch_issue_product_safety",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-W32.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-W32.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-W32_Recall_Productveiligheid.html"
    },
    {
      "id": "CS-W34",
      "title": {
        "nl": "Onderdelen & accessoires nabestellen",
        "en": "Spare parts & accessories reorder"
      },
      "section": "complaints_escalation_incident",
      "intent": "cs_w34_spare_parts_accessories_reorder",
      "json": "https://swimlanes.cxdigital.nl/sops/json/CS-W34.json",
      "md": "https://swimlanes.cxdigital.nl/sops/md/CS-W34.md",
      "swimlane": "https://swimlanes.cxdigital.nl/CS-W34_Onderdelen_Accessoires.html"
    }
  ],
  "bundle": "https://swimlanes.cxdigital.nl/sops/all.json"
}