Playbook Management

Playbooks are the core of deterministic coaching. Each playbook defines a set of steps that agents should follow when a specific conversation scenario is detected. Navigate to Coaching > Playbooks in the portal.

imagePlaybook management page showing list of playbooks with status, version, and step count

Playbook list with status filters and search

Playbook List

The playbook list shows all playbooks with:

Column	Description
Name	Playbook display name
Condition	The matching condition that triggers this playbook
Status	active, draft, or deprecated
Version	Current version number (increments on each edit)
Steps	Number of steps in the playbook

Filtering

• Status filter -- Show all, active only, draft only, or deprecated
• Search -- Filter by playbook name or condition text

Creating a Playbook

Click Create Playbook to open the creation modal.

Basic Settings

Field	Description
Name	A descriptive name for the playbook (e.g., "Billing Dispute Resolution")
Description	Optional longer description of when this playbook applies
Condition	The text pattern or topic that triggers this playbook. The coaching engine matches customer utterances against this condition.
Trigger Event	When to evaluate: END_OF_UTTERANCE (default) evaluates after each customer statement
Sample Response Enabled	Whether to generate a suggested response for the agent to copy

Steps

Each playbook has an ordered list of steps. For each step, configure:

Field	Description
Text	The instruction shown to the agent (e.g., "Verify the customer's identity")
Critical	Mark as critical if this step must not be skipped. Shown with a red CRITICAL badge in the agent's coach panel.
Compliance	Mark as a compliance requirement. Shown with a blue COMPLIANCE badge.
System Action	Optional automated action when this step is completed (reserved for future use)

Steps are displayed in order. The coaching engine tracks which steps the agent has completed based on conversation analysis.

TIP

Keep steps concise and actionable. Each step should describe a single action the agent needs to take. Use 3-8 steps per playbook.

Adding and Removing Steps

• Click Add Step to append a new step at the end
• Use the drag handle to reorder steps
• Click the delete icon to remove a step
• Step indices are automatically renumbered

Editing a Playbook

Click a playbook in the list to open it for editing. Editing a playbook creates a new version -- the previous version is preserved in the version history.

Playbook Lifecycle

Status	Description
Draft	Newly created. Not active -- will not be evaluated during conversations.
Active	Live and being evaluated against conversations. Only active playbooks are assigned to queues.
Deprecated	Retired. Not evaluated, but preserved for historical reference.

Activating and Deactivating

• Click Activate on a draft playbook to make it live
• Click Deactivate on an active playbook to return it to draft status
• Deactivation takes effect immediately -- ongoing conversations will stop receiving guidance from this playbook

Version History

Click the version icon on a playbook to view its version history. Each edit creates a new version. You can view the steps and configuration of any previous version.

Deleting a Playbook

Click Delete to permanently remove a playbook. This action cannot be undone. Active playbooks must be deactivated before deletion.

WARNING

Deleting a playbook also removes all queue assignments for that playbook. Ensure no queues depend on the playbook before deleting.

Best Practices

• Start simple. Create playbooks for your most common conversation scenarios first.
• Mark compliance steps. Regulatory requirements should always be marked as compliance so agents see the visual indicator.
• Use critical sparingly. Reserve the critical badge for steps that genuinely must not be skipped.
• Review coaching analytics. Use the Coaching Analytics dashboard to see which playbooks have high completion rates and which need refinement.
• Iterate on conditions. If a playbook triggers too often or not enough, refine the condition text to be more specific.