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Overview

A playbook is a reusable guide your reps follow during a conversation, a talk track broken into sections, a set of objection handlers, and upsell prompts. Playbooks are created and edited in the workspace settings under Playbooks, then assigned to conversation types so the right guide surfaces automatically. Each playbook has a category, a type, an enabled/disabled flag, and a version number.

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How it works

Every playbook stores three kinds of content:
  • Script: an ordered list of sections (each a title plus formatted body) that make up the talk track.
  • Objections: pairs of “Customer Says” triggers and a suggested response, with optional tips. These are meant to surface when the customer raises a concern during a live call.
  • Upsells: opportunities with talking points, meant to surface when relevant keywords are detected.
Playbooks are tagged with a category (Script, Objection Handling, Upsell, General) and a type (Sales Call, Support Call, Account Management, Demo, General). Script bodies support variables inserted with the {{ menu, system variables (contact, user, org) are always available, and you can define custom variables on the Variables tab. The detail editor is organized into tabs: General, Script, Objections, Upsells, Settings (auto-scroll, live mode, AI suggestions toggles), Variables, Conversations (executions that used this playbook), and Suggestions (AI improvement recommendations). You can generate content with AI for the whole playbook or for a single script section. The Suggestions tab can also analyze effectiveness and return an adherence score.

Groups & assignments

Bundle playbooks into groups and route them to conversation types.

Analytics

Track executions, completion rate, adherence, and step performance.

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Using it

1

Create a playbook

On the Playbooks screen, click Add Playbook, give it a name, optional description, category, and type, then create it. You land on the playbook’s detail editor.
2

Add your content

Use the Script tab to add sections, the Objections tab for objection handlers, and the Upsells tab for opportunities. Save each tab with its Save button. Optionally click Generate with AI to draft content from a prompt.
3

Enable and assign it

On the General tab, toggle Enabled. Then route it to the right conversations from the Groups & Assignments screen.
Generating content with AI on the Script, Objections, or Upsells tab replaces existing content in those areas: review the prompt before generating.

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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.