Triggers
Triggers tell adaptlive when to activate a playbook — and when to surface a prompt mid-call. They're all Live Signals under the hood. Manage them in Settings → Live Signals.
The trigger types
- Default per number — Every number has a default workflow. Set it on the number itself in Numbers → [number]. This is your "always on" fallback.
- Keyword phrase — Fires when a phrase appears in the live transcript. "burst pipe" → emergency workflow. "cancel my service" → retention workflow.
- Inbound number — Different numbers, different default workflows. Service line gets one; sales line gets another.
- Time of day — After-hours flips to a different workflow. Defined by Settings → Business Hours.
- Caller ID prefix — Calls from a specific area code take a different path. Useful for multi-region ops.
Priority when multiple match
Signal confidence is the tiebreaker. The signal with the highest score at any moment wins. The cockpit can switch playbooks mid-call if a higher-confidence signal fires later — that's by design, not a bug.
Manual override
The cockpit's Switch playbook button always wins. Useful when a service call turns into a billing dispute and the AI hasn't figured that out yet.