Creating Playbooks

Playbooks are created through a multi-step wizard that walks you through each configuration area. Navigate to Playbooks in the sidebar and click Create Playbook.

Playbook Wizard Steps

1. Client & Offer

Select the client and offer (product/service) this playbook is for. Client and offer names are denormalized onto the playbook for quick reference throughout the system.

2. Playbook Details

• Name — A descriptive name for the playbook
• Playbook ID — Auto-generated 2-5 character uppercase alphanumeric code (e.g., "U4D"). This is used in URLs and API references.
• Manager — Assign a team member as the playbook manager

3. Processing Settings

• Auto Routing — When enabled, routing rules are evaluated on incoming contacts to redirect them to other playbooks based on conditions
• AI Qualification — When enabled, LLM-powered field validation is used during qualification (e.g., mapping free-text answers to accepted values)
• Duplicate Detection — When enabled, incoming contacts are checked against recent submissions. Configure the detection window (1-365 days).

4. First Submission Action

Choose what happens when a contact is first submitted, before delivery. See First Submission Actions for details.

5. Remaining Steps

The wizard continues through AI agents, auto-dialer, questionnaire, routing rules, DQ conditionals, documents, revenue, pixels, and webhooks. Each of these is covered in its own guide page.

After Creation

Once created, the playbook opens in the detail view with tabs for each configuration area. You can edit any setting at any time. Changes are saved per-tab with an unsaved changes indicator.

Playbook States

• Active — Accepting and processing contacts
• Inactive — Paused; contacts submitted to this playbook will not be processed
• Archived — Soft-deleted; can be restored via unarchive. Contacts and interactions are preserved, but delivery endpoints are removed.