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 just 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 foundation for structured and automated conversation workflows.

What are playbooks used for?

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

Examples of playbook use:

• Systematically capture and confirm appointment requests

• Record callback requests with complete contact details

• Document support or service requests in a structured way

• Categorize and route invoice or contract questions

For each request, you can define a separate workflow in the playbook that specifies which information is queried by the AI agent.

How do playbooks work?

A playbook controls how your AI agent handles a conversation. It can be used to specifically request 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.

Naming playbooks correctly

The title of a playbook affects when it is selected by the AI agent. Therefore, use clear and unambiguous names that are easy to distinguish thematically.

Similar or vague names can cause the agent to choose an unsuitable playbook.

💡 Test the naming of your playbooks deliberately with different phrasings 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 still apply correctly and optimize 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 as optional to represent simple if-then logic For example: If a certain piece of information is present, then ask an additional question.

You can also mark tasks so that they appear prominently in the summary. This lets you specifically control which information is especially important for follow-up processing and should be displayed with priority. Tasks can be used not only to retrieve information, but also to communicate 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 as a callback. 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 response, alternative actions can then be defined. For example, '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 flows. The knowledge base and customer questions provide the answers, while playbooks control the structured approach of the AI agent. In combination with conversation guidance, routing, and follow-up processing, this creates a stable, transparent process for your telephony.

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