What a Playbook Is
A "playbook" is how adaptlive handles one type of call. Under the hood it's a stack of three things wired together — a workflow (what data to capture), signals (when to react during the call), and cockpit surface rules (what to show your staff).
Start from a template
Go to Workflows. Your industry's starters are listed by default; add ?all=1 to the URL to browse every template across industries. Common starters:
- New customer intake
- Service or repair appointment
- Emergency dispatch
- Insurance FNOL (First Notice of Loss)
- Estimate request
- Complaint resolution
Click the fork icon on whichever is closest. It lands in your org as a copy you can edit; the original template stays untouched.
Edit the three parts
- Fields and stages — In the workflow editor. Add the data you want captured, the stages a record moves through.
- Triggers — In Settings → Live Signals. Keywords, inbound number, time of day, caller area code.
- Cockpit surface rules — In the workflow editor. Which fields pop up when (on a signal, on a stage change, on a fact capture).
Test before you ship
There's no separate "draft mode." Call your number from a different phone, watch the cockpit, see what surfaces. Adjust the workflow live — new calls pick up changes immediately.