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A playbook is a procedure the assistant runs during a call — taking a damage claim, changing a booking, qualifying a lead. You describe the procedure once, and the assistant follows it every time instead of improvising.
The playbooks list

Playbooks, and the assistants using them.

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When to use one

Put it in the prompt when the assistant just needs to know something, or when good judgement is the point. Use a playbook when the order matters, when a step must happen every single time, or when you want to know where callers drop out.

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Two kinds

Free-form

You write the procedure as guidance. The assistant follows it, using judgement about pace and order.

Structured

You lay out numbered steps. They run in order, every time.
Pick free-form when a human would describe the job in a paragraph. Pick structured when they’d describe it as a checklist.

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When it starts

Each playbook has a trigger — a description of the situation that should start it:
The trigger is the only part of a playbook the assistant sees before deciding to start it, so write it as what the caller says and means, not as what the procedure does. A playbook has to be published before an assistant will run it. Draft playbooks are invisible to callers.

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Tools and knowledge inside a playbook

A playbook can carry its own tools and knowledge articles. These are available only while it’s running. This is the neat part: an assistant with thirty tools picks the wrong one regularly. Move the refund tool into the refund playbook and it can only be reached once the caller is actually asking for a refund.

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If the caller goes off-script

They can. A caller who interrupts with a different question gets an answer, and the assistant picks the procedure back up. One who changes their mind entirely leaves the playbook.

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Seeing where callers drop out

Every run is recorded, including the ones where the caller hung up halfway — which are the interesting ones. In Analytics, chart playbook runs grouped by stopped at step and you get a picture of exactly where people give up.