Playbooks

Playbooks are scripted conversation flows for specific scenarios.

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Overview

A Playbook defines a structured conversation path for situations that require consistency. Use playbooks when:

• Regulatory requirements mandate specific language

• Complex processes need step-by-step guidance

• Training new agents on proven approaches

• Ensuring brand consistency in key moments

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Creating a Playbook

Navigate to Agent Config > Playbooks and click Create Playbook.

Field	Description
Name	Identifier for this playbook
Description	When to use this playbook
Trigger	Conditions that activate this playbook
Steps	The conversation flow
Exit Conditions	When to leave the playbook

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Playbook Structure

Playbook: Collect Payment Information
├── Step 1: Explain what's needed
├── Step 2: Request card number
├── Step 3: Request expiration date
├── Step 4: Request CVV
├── Step 5: Confirm details
└── Step 6: Process or hand off

Each step can include:

• What to say

• What to listen for

• Validation rules

• Branch conditions

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Best Practices

• Keep playbooks focused on specific scenarios

• Allow natural exits when appropriate

• Test thoroughly before deployment

• Review and update based on outcomes

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Related Documentation

• Policies - Rules playbooks enforce

• Actions - Tasks within playbooks