Playbooks are your team personal assistants. They generate automatically tasks, send emails and alert your team when customers need attention.
The anatomy of a playbook
A playbook can be triggered when a contact or account:
Performed a specific event
Entered in a stage
Progressed or Declined health in a specific stage
Entered in a segment
A playbook can generate multiple sequences of actions (called steps) overtime. A step can generate all the following actions:
Email Tasks (email that needs to be approved)
Auto-emails (email sent automatically)
Assign customer to a teammate
How to create a playbook
1/ Go on the Playbooks view and create a new playbook
2/ Name your playbook
3/ Define the trigger
4/ Define your steps (sequences of actions)
A step should have at least 1 action
You can add a delay between steps
You can also add additional filters on each step to make sure the step is triggered when customers meet certain conditions. There are very useful for follow ups (only trigger step if customer didn't/did an event).
5/ Save it
Tasks and email tasks generated by playbooks show up in the Tasks view under the menu Playbooks.
Note: To send emails or create email tasks via a playbook, you must connect an email service provider.
Can a playbook be triggered on the same contact or account more than once?
Yes, but not if the contact/account is still in the playbook. It means that as soon as a contact/account meets the trigger conditions, the playbook is triggered except if the contact/account is currently on this playbook. If a contact/account meets X times the trigger conditions, the playbook will be triggered X times.
When I create a new playbook, can it be applied to all the contacts or accounts that previously meet the conditions of the trigger?
No, playbooks are not retroactive at the moment.