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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.

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 (or Connections).
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

When you connect a new messaging account, a temporary placeholder playbook is automatically created for it.

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