> ## Documentation Index
> Fetch the complete documentation index at: https://docs.custral.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Playbook groups & assignments

> Bundle playbooks into groups and route the right playbook to each conversation type.

## 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.

<Info>Groups and assignments are managed together on this combined screen.</Info>

## 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.

## Using it

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Set a default">
    Toggle **Set as default** so this assignment is preferred when more than one could apply to a conversation type.
  </Step>
</Steps>

## Troubleshooting

| Symptom                           | Likely cause                         | What to check                                                                                                |
| --------------------------------- | ------------------------------------ | ------------------------------------------------------------------------------------------------------------ |
| Wrong playbook surfaces on a call | A broader or default assignment wins | Review assignments for that conversation type; both exact-type and "All Types" entries apply, defaults first |
| Group shows 0 playbooks           | No playbooks added to the group      | Add playbooks to the group, then confirm its membership                                                      |
| AI Auto-Select picks oddly        | Vague or missing AI selection prompt | Edit the group and refine the **AI Selection Prompt**                                                        |
| Assignment dropdown is empty      | No playbooks/groups exist yet        | Create at least one playbook (or group) first                                                                |
| Deleted assignment still applies  | Stale data                           | Refresh; confirm the assignment was removed from the Assignments tab                                         |

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

## Related

* [Playbooks](/comms/playbooks/overview)
* [Playbook analytics](/comms/playbooks/analytics)
* [User groups](/team/users/groups)
* [Voice overview](/comms/voice/overview)


## Related topics

- [Playbooks](/comms/playbooks/overview.md)
- [Playbook analytics](/comms/playbooks/analytics.md)
- [Change Log](/product/updates.md)
- [Templates](/comms/templates/overview.md)
- [Conversations](/data/conversations/overview.md)