Documentation

Playbooks

Create conversation scripts that guide your agent through specific scenarios.

What Is a Playbook?

A playbook is a set of instructions that tells your agent how to handle a specific type of conversation. Think of it this way: If your agent is a new employee, a playbook is the training manual for a specific task.

Examples of When to Use Playbooks:

  • ●A customer wants to book an appointment
  • ●A customer asks about pricing
  • ●A customer wants to leave feedback
  • ●A customer asks about your return policy
  • ●A customer wants to cancel or reschedule
Knowledge BasePlaybooks
General information about your businessStep-by-step conversation flows
Answers "what" questionsGuides customers through a process
Static documentsInteractive conversations

Playbook Structure

1. Triggers

Triggers tell your agent when to use this playbook. These are the words or phrases that activate it.

Booking Playbook Triggers:

  • "book an appointment"
  • "schedule a visit"
  • "make a reservation"
  • "I'd like to come in"
  • "are you available"

2. Responses

Responses are what your agent says during the conversation. You can set up multiple responses that flow together.

Response 1: "I'd be happy to help you book an appointment! What day works best for you?"

Response 2: "Great! We have availability on [day] at [times]. Which time would you prefer?"

Response 3: "Perfect! I just need your name and phone number to confirm."

Response 4: "Thank you! Your appointment is confirmed for [day] at [time]."

3. Actions

Actions are things your agent does during the conversation.

  • ●Send a confirmation email to the customer
  • ●Add the appointment to your calendar
  • ●Send an SMS reminder to the customer
  • ●Notify your team via email

How to Create a Playbook

  1. Go to Playbooks - From your dashboard, click "Playbooks" in the left sidebar, then "Create Playbook"
  2. Name Your Playbook - Give it a clear name: "Appointment Booking", "FAQ Response", "Customer Feedback Collection"
  3. Set Triggers - Type the words or phrases that should activate this playbook. Press Enter after each trigger.
  4. Write Responses - Click "Add Response" and type the message your agent should say. Add follow-up responses for each step.
  5. Add Actions (Optional) - Choose the action type (send email, book calendar, send SMS, etc.)
  6. Save and Test - Click "Save Playbook" and test in your agent's Preview window

Playbook Examples

Appointment Booking (Dental Clinic)

Triggers:

book appointment, schedule a visit, make an appointment, when are you available

Responses:

  1. "I'd be happy to help you book an appointment at Smile Bright Dental! Are you a new patient or have you visited us before?"
  2. "Great! What day of the week works best for you? We're open Monday through Friday from 9 AM to 5 PM."
  3. "Let me check our availability. We have openings on [day] at [time slots]. Which works best for you?"
  4. "Perfect! I just need your full name, phone number, and reason for visit."
  5. "Thank you! Your appointment is confirmed for [day] at [time]. We'll send you a text reminder 24 hours before."

Actions:

  • Add appointment to Google Calendar
  • Send confirmation email to customer
  • Send SMS reminder 24 hours before appointment

Delivery FAQ (Pizza Shop)

Triggers:

delivery area, do you deliver, how far do you deliver, delivery fee

Responses:

  1. "Yes, we deliver! Our delivery area covers everything within 5 miles of our location on Main Street."
  2. "Our delivery fee is $3.99 for orders under $30, and FREE for orders over $30."
  3. "Delivery usually takes 30-45 minutes. Would you like to place an order now?"

Customer Feedback Collection (Hair Salon)

Triggers:

leave feedback, I want to review, how was my service, customer satisfaction

Responses:

  1. "We'd love to hear about your experience at Serenity Salon! On a scale of 1 to 5, how would you rate your visit today?"
  2. "Thank you for that rating! Is there anything specific you'd like to share about your experience?"
  3. "We really appreciate your feedback! Here's a 10% discount code for your next visit: THANKYOU10."

Actions:

  • Send feedback summary to salon manager via email
  • If rating is 3 or below, send alert to manager for follow-up

Best Practices

1. Keep It Conversational

Write responses the way you'd actually talk to a customer. Good: "Sure! I can help you with that." Bad: "Acknowledged. Please specify the desired date."

2. Ask One Question at a Time

Don't overwhelm customers with multiple questions in one message.

3. Always Offer Next Steps

End each playbook with a clear next step or an offer to help further.

4. Handle Dead Ends

Add a fallback response: "I'm not sure I understood. Could you rephrase that? Or would you like to speak with a team member instead?"

5. Keep Playbooks Focused

One playbook per scenario. Don't try to handle bookings, complaints, and pricing in the same playbook.

Testing Playbooks

Before Going Live

  1. Open your agent's Preview window
  2. Type each trigger you set up
  3. Walk through the entire conversation flow
  4. Check that responses sound natural, the conversation flows logically, and actions trigger correctly

Common Issues and Fixes

IssueFix
Playbook doesn't activateAdd more trigger variations
Responses feel roboticRewrite in a more conversational tone
Conversation gets stuckAdd fallback responses
Actions don't triggerCheck that the tool is properly connected
Playbook activates when it shouldn'tMake triggers more specific

How Many Playbooks Do You Need?

Start with 2-3 playbooks for your most common scenarios.

Recommended starting playbooks:

  • ●Appointment/Booking - If you take appointments
  • ●FAQ - For your most common questions
  • ●Feedback - To collect customer reviews

Ready to Create Playbooks?

Explore Tools to give your agent the ability to take real actions, or set up Voice for phone calls.

Tools GuideVoice Setup