Playbooks
Playbooks define how your agent responds to specific requests and which steps are carried out. They are used when conversations should not just be answered, but handled in a targeted way, for example to collect information, check requests, or pass content on to your team.
This makes playbooks the foundation for structured and automated conversation flows.
What are playbooks used for?
Playbooks are suitable for requests where a clear, structured process is needed:
Record callback requests with full contact details
Document support or service requests in a structured way
Categorize and route billing or contract questions
Capture appointment requests when no calendar integration is connected
A playbook consists of individual tasks. You define what the AI agent should do in the conversation:
Ask for information, for example customer numbers, contact details, or descriptions of the issue
Pass on notes, such as instructions or information for callers
Map simple if-then workflows, for example ask an additional question depending on an answer
Highlight important details in the summary, so that they are directly visible for follow-up
Tasks can be set as mandatory or optional. This allows the conversation flow to be tailored specifically to the respective request.
More information can be found under Summaries & Transcripts.
Playbooks from the library
In the library you will find ready-made playbooks from sipgate for common use cases, for example recording incident reports or retrieving orders. The library is continuously expanded.
The playbooks are already preconfigured and partially editable:
Add your own information: Fill in the provided fields with your information.
Connect tools: Connect the required tools.
Trigger and flow: These are fixed and cannot be changed.
You can find the library in the sidebar of the agent overview. Drag the desired playbook onto your agent using drag and drop.
Don't see a suitable playbook? Then create your own.
Own playbooks
You create a custom playbook from scratch and configure it entirely yourself. You define how your agent handles a conversation:
Ask for information: For example customer numbers, issue descriptions, or contact options.
Confirm details: The agent confirms the collected information.
Pass on results: For example by email, webhook, or as a summary in the sipgate app.
Newly created playbooks are initially deactivated. Only after activation will your agent use them for suitable requests. Deactivated playbooks are ignored and do not need to be deleted.
How many playbooks you can create depends on your plan:
sipgate sona Free: Up to three playbooks.
All other plans: Unlimited playbooks.
Name and describe playbook
Title and description help your agent choose the right playbook. Make both specific and clearly distinguish the topics from one another. Test the selection with different requests and adjust the details if necessary.
Define conditions
Define keywords, phrases, or specific requeststhat should trigger the playbook. Regularly check whether the conditions are taking effect, and adjust them if necessary.
Use tasks
With tasks, you define what your agent should do in the conversation:
Ask for information, such as customer numbers or contact details.
Ask follow-up questions, when certain information is available. Use optional tasks for this.
Give notes and instructions.
Mark important tasks to have them highlighted in the conversation summary . More on this under Summaries & Transcripts.
Define closing action
Choose a transfer to a phone number or a channel or a callback as the closing action.
Channels do not require their own routed phone number. In the analytics dashboard, you can see which channel was forwarded to.
Use a task to obtain the consent of the callers and, if necessary, define alternatives, such as ending the conversation if no callback is desired.
Interaction with knowledge and customer questions
Playbooks control the flow. The knowledge base and the customer questions provide the information for your agent's answers.
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