Writing Effective Playbooks
Keep Steps Minimal
Ideal: 5-7 steps Maximum: 10 steps (only if absolutely necessary) Why:- Shorter playbooks are easier to maintain
- Less likely to have errors
- Better completion rates
- Each step should have a clear purpose
Ask One Thing at a Time
Focus each step on a single conversational moment. ❌ Wrong:Use Clear, Conversational Language
Write as you would speak. ❌ Avoid:Front-Load Important Questions
Put your most important questions early in the flow. If a visitor drops off mid-playbook, you’ll still have captured the key information.Branching Tips
Only Branch When Necessary
Add branching bullets ONLY when different options lead to different steps. ❌ Unnecessary branching:Ensure All Paths Exit
Every branch must eventually reach@stop_playbook.
❌ Dead-end path:
Tool Usage Tips
Prefer @ask_question Over Forms
Conversational question steps feel more natural than forms. Benefits of@ask_question:
- Higher completion rates
- Feels like conversation, not interrogation
- Easier to add personality
-
Better mobile experience
Use
@show_contact_formonly when: - You need to collect many fields at once (5+)
- Form is gated content requirement
Never Mention CRM Brand Names
Use generic terms. ❌ Wrong:Testing and Validation
Save Early and Often
Save button validates structure automatically. What it checks:- Step numbering
- Branch references
- Tool syntax
- Path to
@stop_playbook
Test in Demo Mode
Use the chat demo to test end-to-end:- Click “Preview” or “Test”
- Trigger the playbook
- Try different paths through branches
- Verify all tools work correctly What to verify:
- Questions display correctly
- Options appear as buttons
- Branching works (different paths)
- Forms/microsites trigger
- Tickets created (check CRM)
- Live chat handoff works
- Playbook ends properly
Related Pages
- Core Concepts & Structure - Learn about steps, branching, and rules
- Complete Playbook Examples - Real-world templates
- Troubleshooting Guide - Fix validation errors
- Quick Reference - Syntax cheat sheet