Playbooks

Playbooks define how your AI Agent responds to specific requests and which steps are carried out in the process. They are used when conversations should not only be answered, but handled in a targeted way. For example, to collect information, check requests, or pass content on to your team.

Playbooks therefore form the basis for structured and automated conversation workflows.

What are Playbooks used for?

Playbooks are suitable for requests that require a clear, structured process.

Examples of use cases for Playbooks:

• Systematically record and confirm appointment requests

• Record callback requests with complete contact details

• Document support or service requests in a structured way

• Categorize and forward billing or contract questions

For each request, you can define a separate workflow in the Playbook that specifies which information the AI Agent should ask for.

How do Playbooks work?

A Playbook controls how your AI Agent handles a conversation. It can specifically ask for information such as customer numbers, problem descriptions, or contact options.

The Agent confirms the collected details and then passes them on. For example by email, webhook, or as a summary in the sipgate app.

Name Playbooks correctly

The title of a Playbook influences when it is selected by the AI Agent. Therefore, use clear and unambiguous names that are thematically distinct from one another.

Similar or vague names can lead to the Agent selecting an unsuitable Playbook.

💡 Deliberately test the naming of your Playbooks with different formulations and adjust titles if necessary to ensure clear assignment.

Define Playbook conditions

Make sure the conditions are precise and specific in order to reliably trigger relevant Playbooks. These conditions could include keywords, certain phrases, or specific requests from callers. Check regularly whether the defined conditions are still applying correctly and optimize them if necessary for better AI Agent performance.

Use tasks in the Playbook in a targeted way

A Playbook consists of individual tasks that define which information the AI Agent should collect in the conversation. Tasks can also be created optionally to map simple if-then logic . For example: If a certain piece of information is available, then ask an additional question.

In addition, you can mark tasks so that they appear prominently in the summary. This allows you to specifically control which information is particularly important for follow-up processing and should be displayed with priority. Tasks can not only be used to retrieve information, but also to specifically communicate information and instructions to callers in the context of the Playbook.

Define closing action

When creating Playbooks, you can define the desired closing action as forwarding to any phone number, to a channel, or as a callback. Channels do not need their own routed phone number for this. The analytics dashboard will then show which channel a call was forwarded to.

Use tasks to obtain the callers' consent for the desired closing action. Based on the response, alternative actions can then be defined. e.g. “Ask whether a callback is desired. If not, say that this will be noted and hang up.”

Interaction: Playbooks, knowledge base, and customer questions

Playbooks define conversation workflows. The knowledge base and customer questions provide the answers, while Playbooks control the structured approach of the AI Agent. Together with conversation handling, routing, and follow-up processing, this creates a stable, traceable process for your telephony.

Note: The term scenarios corresponds to today's Playbooks.