Writing a playbook

A playbook is the ordered list of stages the AI moves through in a conversation. How to write, test and reuse one.

A playbook tells the AI how a conversation should move towards your goal. It is a list of stages that run in order. For each reply, the AI picks the stage the conversation is at and does what that stage says.

What a stage is

Each stage has three parts:

  • a name, such as Open or Qualify,
  • when this stage applies, such as "First reply",
  • what the AI does in it, written in plain sentences.

A playbook can have up to 8 stages. Each stage's text can be up to 1,500 characters.

The playbook you start with

A new account starts with four stages: Open, Qualify, Handle objections and Ask. You can change every word.

Edit the playbook

  1. Choose the account with the switcher at the top of the sidebar.
  2. Open AI and goals. The playbook is on the Goal and playbook tab.
  3. Change a stage's name, its "when" line or its text.
  4. Use the arrows to move a stage earlier or later, the cross to remove it, and Add a stage to add one.
  5. Press Save changes.

Starter and saved playbooks

  • Starter playbooks offers two to begin from: "Open, qualify, ask" and "Straight to the point". Press Use this on one. It replaces the stages on the page, and nothing is saved until you press Save changes.
  • Save as playbook keeps the stages on the page under a name. Saved playbooks are listed under the stages. Press a name to load it, or the cross next to it to delete it. An account keeps up to 30 saved playbooks.

Extra instructions

Under the playbook, Extra instructions holds who you are, what you offer and how to respond. It is added to every reply on the account, on top of the playbook, and can be up to 12,000 characters.

Two things belong here:

  • For the goal Collect contact details, say which details you want.
  • If the AI may accept a meeting time for you, say so. Without that, it does not confirm times.

Try it before it runs

The Try it card answers a made-up message with the goal, playbook, knowledge and rules as they are saved. Nothing is sent.

  1. Save your changes first.
  2. Type a message a person might send, or leave the example.
  3. Press Draft a reply.

You see the reply, the stage the AI chose, how it judged the goal, and why. If the AI would hand the conversation to you, it says so. A try that writes a reply uses one AI reply from the month's allowance.

Rules a playbook cannot change

The Always-on rules card lists rules that apply to every reply, whatever the playbook says. For example, the AI never writes a link of its own and states only facts from your instructions and knowledge base. They are described in Drafts, auto replies and the rules that always apply.

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