Playbooks are powerful, no-code workflows that give you complete control over how your AI agent behaves in specific scenarios. Think of them as step-by-step scripts that guide your agent through conversations: asking the right questions, collecting information, creating support tickets, handing off to live agents, or booking meetings, all without writing a single line of code.

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Why Playbooks are Powerful

Fine-Grained Control: Define exactly how your agent acts and responds in key scenarios, ensuring consistent, reliable behavior that aligns with your business processes. No-Code Simplicity: Build complex workflows with numbered steps, branching logic, and tool calls using simple text syntax. No programming knowledge required. Deep Integration: Seamlessly connect to HubSpot, Salesforce, Web APIs and Expertise Booking, all from within your playbook flows. AI-Assisted Creation: Use the Quick Setup Wizard to describe what you want, and AI generates a complete, validated playbook for you in seconds. Flexible and Scalable: Run multiple playbooks simultaneously, each triggered by different phrases or conditions. Update and refine them anytime without breaking existing conversations.

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Common Use Cases

  1. Lead Capture & Qualification: Collect name, email, company, and qualifying questions; route qualified leads to your CRM
  2. Support Triage: Ask about the issue, recommend solutions, create tickets or hand off to agents
  3. Demo Booking: Qualify interest, collect contact info, trigger calendar booking interface
  4. Multi-Path Qualification: Branch based on company size, budget, use case, or other criteria
  5. Combined Workflows: Try AI solution first, then offer ticket creation or live chat escalation

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Quick Start

  1. Connect Integrations (optional): Go to Integrations page and connect HubSpot, Salesforce, or calendar
  2. Create a Playbook: Use the Quick Setup Wizard for AI-assisted creation, or start from a template
  3. Define Your Trigger: Set the phrase or condition that activates your playbook
  4. Test: Use chat demo to test all paths through your playbook
  5. Activate: Toggle your playbook active to make it live

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Browse Documentation

Explore the articles below to learn everything about Playbooks: