Create a Playbook
A playbook is the AI script that activates during a call. It defines what questions to ask, what data to capture, and what guidance to show your staff at each stage of the conversation.
Start from a Template
The fastest way to get a playbook live. Navigate to Playbooks → New Playbook → Browse Templates. Templates available include:
- New Customer Intake
- Service / Repair Appointment Booking
- Emergency Dispatch
- Insurance FNOL (First Notice of Loss)
- Estimate Request
- Follow-Up Call
- Complaint Resolution
- Referral Intake
Select a template, rename it, and customize it for your business. All templates can be fully edited.
Build from Scratch
- Click Playbooks → New Playbook → Blank.
- Name the playbook (e.g., "HVAC Emergency — After Hours").
- Add a Trigger — the phrase or call condition that activates this playbook.
- Add Steps — each step has a prompt shown to staff, optional field(s) to fill, and branching logic for different answers.
- Configure the Wrap-Up Template — what gets summarized and pushed to your CRM.
- Click Publish.
Playbook Steps
Each step can include:
- Question — Text shown to staff to read or ask the customer.
- Field — A text input, dropdown, checkbox, or date picker to capture a specific data point (address, job type, urgency level, etc.).
- Guidance Note — An internal note visible only to staff (e.g., "Do not quote a price until you confirm the service address").
- Branch — Route to a different step based on the customer's answer or a field value.