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Overview

Groups and assignments control which playbook a conversation gets. A group bundles related playbooks together with a selection mode that decides how one is chosen. An assignment maps a conversation type (or all types) to a single playbook or to a group. Both live on the Groups & Assignments screen under Playbooks settings, split across two tabs.
Groups and assignments are managed together on this combined screen.

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How it works

Groups (Groups tab) have a name, optional description, and a selection mode:
  • Manual: a rep picks from the group.
  • AI Auto-Select: AI chooses the best playbook, guided by the optional AI Selection Prompt you provide.
  • Sequential (by priority): playbooks are ordered by priority.
The Groups tab shows each group’s selection mode and a count of playbooks in it. Assignments (Assignments tab) route conversations to a playbook or group:
  • Conversation Type: Phone, Email, Text/SMS, Meeting, or Widget. Leaving it blank assigns to All Types.
  • Assign: choose Single Playbook or Playbook Group.
  • Set as default: marks the assignment as the default.
When resolving which assignment applies to a conversation type, matches on that exact type or the “All Types” (blank) assignments are returned, with default assignments ordered first.

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Using it

1

Create a group (optional)

On the Groups tab, click Add Group, name it, pick a selection mode, and (for AI Auto-Select) describe how the AI should choose in the AI Selection Prompt field.
2

Add an assignment

On the Assignments tab, click Add Assignment. Pick a conversation type (or leave blank for all), choose whether to assign a single playbook or a group, and select it.
3

Set a default

Toggle Set as default so this assignment is preferred when more than one could apply to a conversation type.

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Troubleshooting

When reporting an issue, include the request id shown in the error toast. It links the in-app error to the server logs.