# Playbooks Playbooks define how your AI Agent responds to specific concerns 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, review concerns, or pass content on to your team. This makes playbooks the basis for structured and automated conversation workflows.
### **What are playbooks used for?** Playbooks are suitable for concerns that require a clear, structured process. #### **Examples of use cases for playbooks:** * Systematically capture and confirm appointment requests * Record callback requests with full contact details * Document support or service requests in a structured way * Categorize and route invoice or contract questions For each concern, 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, descriptions of problems, 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. ### Naming 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 easy to distinguish from one another. Similar or vague names can cause the agent to select an unsuitable playbook. {% hint style="success" %} 💡 Test the naming of your playbooks deliberately with different phrasings and adjust titles if necessary to ensure clear assignment. {% endhint %} ### 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 concerns of the 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 during the conversation. Tasks can also be created optionally to map simple **if-then logics** . For example: **If certain information is available, then ask an additional question.** In addition, you can mark tasks so that they appear prominently in the summary. This lets you 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 convey information and instructions to callers in the context of the playbook. ### Define a closing action When creating playbooks, you can define the desired closing action as a transfer to any phone number, to a channel, or a callback. Channels do not require their own routed phone number for this. In the analytics dashboard, you can then see to which channel a call was transferred. 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 has been noted and hang up.” ### Interaction: playbooks, knowledge base, and customer questions Playbooks define conversation workflows. The [**knowledge base**](/documentation/en/behavior/wissensdatenbank.md) and [**customer questions**](/documentation/en/behavior/kundenfragen.md) provide the answers, while playbooks control the AI Agent’s structured approach. Together with conversation management, routing, and follow-up processing, this creates a stable, traceable process for your telephony. {% embed url="" %} {% hint style="info" %} **Note:** The term *scenarios* corresponds to today’s **playbooks**. {% endhint %} --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://help.sipgate.com/documentation/en/behavior/playbooks.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.