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Playbooks: how your assistant knows what to do

A playbook defines how your assistant interacts with customers on your connected messaging channels. It contains the assistant's instructions, conversation examples, the phases of your customer funnel, and AI settings.

You can manage all your playbooks from the Admin → Playbooks page in the dashboard.

What is in a playbook

Each playbook is a self-contained set of business rules for your assistant:

• Instructions: The core guidelines detailing your brand identity, response guidelines, and assistant behavior.
• Examples: Sample conversations that teach the assistant how to handle common customer scenarios.
• Phases: The stages of a customer journey (like new leads or qualified customers) that the assistant guides customers through.

When you select a playbook from the list, you can edit these settings using the tabs in the dashboard.

The Change history button at the top of Admin shows prompt and example changes across your playbooks, including Consultant changes, manual edits, and learned lessons. Use the playbook filter inside the history viewer to narrow the timeline, or select a change to inspect its details.

Applied Consultant proposals and Curator changes include a View change link that opens this history viewer at the affected playbook.

Creating and editing playbooks

You can maintain multiple playbooks to support different lines of business or different customer languages.

• Create a playbook: Click + New playbook in the Playbooks tab. This creates a new playbook with default settings and empty instructions.
• Clone a playbook: Open the menu next to any playbook and select Clone. This deep-copies all instructions, examples, phases, and settings into a new playbook named with a "(copy)" suffix.
• Rename a playbook: Open the menu next to a playbook and select Rename to update its display label.

Linking senders to playbooks

A sender is a messaging account (like a WhatsApp phone number, an Instagram profile, or a Facebook Page) that customers use to message you. Every sender must be linked to a playbook.

To change which playbook a sender uses:

1. Go to Admin → Senders.
2. Find your sender in the list.
3. Select a new playbook from the dropdown menu.

When you link a sender to a new playbook, customers who already have a conversation stay on the old playbook and its phases; only new customers start on the new playbook. The old playbook is never deleted by switching — it keeps serving its existing customers.

Deleting playbooks

To prevent data loss and broken customer experiences, you can only delete a playbook if it is a draft. A playbook is considered a draft if:

• It is not linked to any active senders.
• It has no active or past customer conversations.

If a playbook is actively linked to a sender or contains customer history, the delete option is hidden or blocked.

Setting up new accounts

Before connecting a new messaging account, the Defaults for new senders row above the connection options (in Admin → Senders) lets you pick which playbook the new senders should use — either creating a new one or attaching them to an existing playbook. This applies to every channel's connection.

If you leave it set to create a new playbook, a temporary placeholder playbook is automatically created for the account. After completing the signup, you will see a prompt asking if you want to link the new account to one of your existing playbooks instead. If you choose an existing playbook, the sender is linked to it, and the empty placeholder playbook is automatically deleted.