> ## 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.

# Playbooks

> Build call scripts, objection handlers, and upsell prompts your team follows during live conversations.

## 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.

## 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.

<CardGroup cols={2}>
  <Card title="Groups & assignments" icon="layer-group" href="/comms/playbooks/groups">
    Bundle playbooks into groups and route them to conversation types.
  </Card>

  <Card title="Analytics" icon="chart-line" href="/comms/playbooks/analytics">
    Track executions, completion rate, adherence, and step performance.
  </Card>
</CardGroup>

## Using it

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

  <Step title="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.
  </Step>

  <Step title="Enable and assign it">
    On the **General** tab, toggle **Enabled**. Then route it to the right conversations from the Groups & Assignments
    screen.
  </Step>
</Steps>

<Note>
  Generating content with AI on the Script, Objections, or Upsells tab replaces existing content in those areas: review
  the prompt before generating.
</Note>

## Troubleshooting

| Symptom                            | Likely cause                        | What to check                                                                                                      |
| ---------------------------------- | ----------------------------------- | ------------------------------------------------------------------------------------------------------------------ |
| New playbook isn't used on calls   | Not enabled, or not assigned        | Confirm **Enabled** on the General tab and add an assignment on the Groups & Assignments screen                    |
| AI generation overwrote my content | Generate replaces existing sections | Re-enter content or use the per-section AI button instead of the bulk **Generate with AI** modal                   |
| `{{` variable shows literally      | Variable key not defined            | Add the custom variable on the **Variables** tab; only system (contact, user, org) and defined custom keys resolve |
| Conversations tab is empty         | No executions yet                   | A playbook only lists conversations after it has been run on a call                                                |
| "Failed to save" toast             | Save request failed                 | Retry; include the request id from the error toast when reporting                                                  |

<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

* [Groups & assignments](/comms/playbooks/groups)
* [Playbook analytics](/comms/playbooks/analytics)
* [Voice overview](/comms/voice/overview)
* [Conversations](/comms/conversations/overview)


## Related topics

- [Playbook analytics](/comms/playbooks/analytics.md)
- [Playbook groups & assignments](/comms/playbooks/groups.md)
- [What the assistant can do](/ai/tools/library.md)
- [Communications](/comms/overview.md)
- [Sales](/start/use/sales.md)