What are Playbooks?
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.
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 syntax
How 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:
Tool | Purpose | Requirements |
Ask questions to gather information | None | |
Display multiple-choice buttons | None | |
Output exact verbatim text | None | |
Retrieve from training materials | Training materials uploaded | |
End playbook execution | None | |
Display contact form | None | |
Share booking link | Calendar integration | |
Hand off to human agent | HubSpot + live chat | |
Create HubSpot/Salesforce tickets | CRM integration |
Click any tool name above to see detailed documentation with examples.
Simple Example
Here's a basic lead capture playbook:
1. @ask_question: "What is your name?" 2. @ask_question: "What is your email address?" 3. @ask_question: "What is your company name?" 4. @mention_specifically: "Thank you! Someone from our team will reach out shortly." 5. @stop_playbook
This playbook:
- Asks three questions in sequence
- Thanks the visitor
- Ends the playbook
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