Playbooks
Write the procedure. The agent follows it.
A playbook is your SOP in plain sentences. The agent follows it step by step.
Your procedures live in documents. Your bot lives in a flowchart.
Every business has a page called "Cancellation Procedure" or "Late Check-in Rules". A flowchart builder asks someone to redraw it as boxes and arrows, and to redraw it again each time the policy changes.
- 01
Start from the SOP you already have
Upload your document and Careflow drafts a playbook for you to review. Or describe the procedure in a sentence and let Copilot write the steps. Nothing goes live until you publish.
- 02
Steps are sentences
Write what to ask, what to check and what to do, the way you would brief a new colleague. One job per step.
- 03
The playbook acts, not just talks
Type @ in a step to call a tool, collect a value, say a line word for word, hand off to a team, add a note or tag, or end the playbook. A tool that changes something, such as a booking or cancellation, asks the customer to confirm before it runs.
- 04
Branch like a real conversation
Add IF and ELSE blocks. Write the test in words, such as "the customer is upset", or as an exact rule on a value.
- 05
Say it exactly when it matters
A line marked "say exactly" is spoken word for word. Use it for greetings, disclosures and policy wording.
- 06
The agent knows when to start
Each playbook says who it is for and who it is not for, with examples of what a customer might say. The agent reads these to decide when to start one.
- 07
Edit a draft, publish a version
You always edit a draft. Customers get the published version, and a conversation keeps the version it started on. Each publish has a short note, and you can compare versions or bring an old one back.
- 08
Try it first
Run the draft in a dry run before you publish. Review lists what must be fixed before publishing.
How it works
- 01
Say when it applies.
Describe who the playbook is for, with examples.
- 02
Write the steps.
Add tools, values and handoffs with @.
- 03
Test and publish.
Dry run, fix, publish with a note.
Do I need to write code?
No. Steps are sentences.
What if the agent should not use a playbook?
Say so under "when not to use it", with examples of what sounds close but belongs elsewhere.
Can a playbook call my systems?
Yes, through tools you build from your integrations or your own API.
Can I change a live playbook?
Yes. Edit the draft, review, and publish a new version. Conversations already in progress finish on the old one.
How is it different from knowledge?
Knowledge answers a question. A playbook walks through a task.
Turn your best procedure into your agent.
Upload an SOP, dry run it, and publish it.