What are Playbooks?
Playbooks are no-code workflows that give you guaranteed, predictable behavior for high-value tasks. Use them when you need your AI agent to collect information, qualify leads, book meetings, or create support tickets, every time, the same way.Key Benefits
Custom Workflows: Design unique conversation flows tailored to your specific business needs Lead Qualification: Systematically collect visitor information and route qualified leads to your CRM Support Ticket Routing: Intelligently triage support requests and create tickets in your helpdesk Live Chat Handoff: Seamlessly transfer conversations to human agents when needed, with scheduling support Meeting Scheduling: Guide visitors through booking demos, consultations, or sales calls Multi-Language Support: Write content in any language while using standardized tool syntaxHow Playbooks Work
Playbooks work alongside your agent’s general knowledge:- General Conversations: Your agent uses training materials to answer questions naturally
- Playbook Activation: When a trigger phrase is detected, the playbook takes over
- Guided Execution: The agent follows playbook steps precisely, using tools to collect info, create tickets, etc.
- Return to Normal: After reaching the end, the agent returns to general conversation mode
Core Components
Every playbook consists of:- Steps: Numbered instructions that execute sequentially
- Tools: Actions the agent takes (see tool reference below)
- Triggers: Phrases or conditions that activate the playbook
- Branching: Logic that creates different paths based on user responses
- Rules (optional): Domain-specific guidance for the agent Learn more: Core Concepts & Structure
When to Use Playbooks
Use playbooks when you need:- Guaranteed, predictable behavior for high-value scenarios
- Systematic information collection
- CRM integration (creating contacts, tickets)
- Meeting booking flows
- Multi-step qualification logic
- Live chat handoff with specific conditions Don’t use playbooks when:
- Simple Q&A is sufficient
- Flexibility is more important than consistency
- The scenario happens rarely
Creating Your First Playbook
You have three options:1. Quick Setup Wizard (Recommended for Beginners)
- Answer a few questions about what you want
- AI generates a complete playbook
- Customize as needed
- Takes 2-3 minutes
2. Templates
- Start with pre-built examples
- Modify for your use case
- Great for learning structure
- See examples: Complete Playbook Examples
3. Start from Scratch
- Full control over every detail
- Best for advanced users
- Requires understanding of syntax
Available Tools
These tools let you control what actions your playbook takes:
Click any tool name above to see detailed documentation with examples.
Simple Example
Here’s a basic lead capture playbook:- Asks three questions in sequence
- Thanks the visitor and ends cleanly
Learn More
Understanding Structure:- Core Concepts & Structure - Learn about steps, branching, and rules Real-World Examples:
- Complete Playbook Examples - Six templates you can copy and customize Writing Better Playbooks:
- Best Practices & Tips - Expert guidance on structure and flow Troubleshooting:
- Troubleshooting Guide - Fix common errors and validation issues Quick Lookup:
- Quick Reference - Syntax, patterns, and checklists