Wiki: SOPs that write themselves.

Most operations have a wiki nobody updates. By the time someone needs it, the SOP is wrong or missing. DEF flips that: the procedures get written by the system, from what actually happened, not from what someone thought should happen.

Where to find it

Open your user dropdown (top right of the dashboard, click your profile picture). One of the items in the menu is Wiki. Click it. A page tree opens on the left, content on the right.

How a Wiki page gets created

DEF watches every task that gets completed. When the same kind of task gets solved the same way three times in a row, the system writes a procedure:

1. What triggered the task (the kind of message, the situation).
2. What was done to resolve it (the steps the employee took).
3. Who did it (the role, not necessarily the person).
4. How long it took.

The new page appears in the Wiki tree under the right department. You get a one-time notification: "a new SOP was generated for 'broken AC complaint'". You can read it, edit it, or leave it.

What it's used for

Every future task gets the relevant SOP attached. When the next maintenance lead receives a broken AC task, the WhatsApp they get includes the SOP steps. They don't have to invent the solution; they follow what worked last time.

The Wiki also gets queried by your agent. If a guest asks "what time does check-in start?", the agent answers from the Wiki, not from a guess.

Editing

You can edit any Wiki page. Click it, hit Edit, change the text, save. Your edit overrides what DEF wrote.

You can also seed the Wiki — pre-write SOPs you want from day one, so your team doesn't have to wait for three completions before the agent has the right answer.

The Wiki is the part of DEF that gets smarter over time without anyone maintaining it. By month three, you'll have 30–50 pages covering most of the regular questions in your operation.