Triggers
A trigger tells adaptlive when to activate a specific playbook during a call. You can have multiple playbooks and switch between them mid-call if triggers fire.
Trigger Types
- Always On — This playbook activates for every incoming call. Best for businesses with a single call type.
- Keyword Phrase — The AI monitors the transcript and activates when a specified phrase is spoken. Example: "burst pipe" activates the Emergency Dispatch playbook.
- Inbound Number — Activates when a call comes in on a specific business line (e.g., your service line vs. your sales line).
- Time of Day — Activates only during defined hours. Combine with an after-hours playbook to handle calls differently outside business hours.
- Caller ID Prefix — Activates based on the caller's area code or number prefix.
Trigger Priority
If multiple playbooks match at the same time, adaptlive uses priority order (configurable in Playbooks → Ordering). The highest-priority matching playbook wins. You can also allow manual override — staff can switch to any playbook mid-call with one tap.
Manual Override
Staff can always tap Switch Playbook in the cockpit to change the active playbook. This is useful when a call takes an unexpected turn — for example, a service call that turns into a billing dispute.