Playbooks

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

This makes playbooks the basis for structured and automated conversation flows.

What are playbooks used for?

Playbooks are suitable for requests where a clear, structured process is required.

Examples of use cases for playbooks:

• Record callback requests with complete contact details
• Document support or service requests in a structured way
• Categorize and forward billing or contract questions
• Capture appointment requests when no calendar integration is connected

Note: If you have connected a calendar integration, do not create an additional playbook for scheduling appointments. The AI Agent automatically recognizes appointment requests via the calendar integration and can book appointments directly. An additional playbook can cause the request to be assigned incorrectly.

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

Note: Newly created playbooks are initially deactivated. The AI Agent can only use them for suitable requests after they have been activated. Deactivated playbooks are ignored and do not need to be deleted.

Name and describe playbooks clearly

The title and description of a playbook influence when it is selected by the AI Agent. Phrase both clearly, unambiguously, and with clear topical separation. Similar, imprecise, or overly general information can cause the AI Agent to select an unsuitable playbook.

Test the naming of your playbooks deliberately 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, specific phrases, or specific concerns of the callers. Check regularly whether the defined conditions are still being applied 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. You define what the AI Agent should do in the conversation:

• Request information, for example customer numbers, contact details, or problem descriptions
• Pass on instructions, for example instructions or information for callers
• Map simple if-then flows, 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 processing

Tasks can be created 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.

Define closing action

When creating playbooks, you can define a transfer to any phone number, to a channel, or a callback as the desired closing action. Channels do not require their own routed phone number for this. In the analytics dashboard, it will then be visible to which channel a call was transferred.

Use tasks to obtain the callers' consent for the desired closing action. Based on the answer, alternative actions can then be defined. e.g. 'Ask whether a callback is desired. If not, tell them that this has been noted and hang up.'

Interaction: playbooks, knowledge base, and customer questions

Playbooks define conversation flows. The Knowledge Base and Customer questions provide the answers, while playbooks control the AI Agent's structured approach. In combination with call handling, routing, and follow-up processing, this creates a stable, traceable process for your telephony.