Release notes

Playbooks can now be assigned to conversation start events so they run automatically when a new conversation begins on a specific channel. Supported channels include Messaging, Voice, Email, and all configured Sunshine social channels.

In the Playbook editor’s Details pane, type @ in the When to use this Playbook field to assign one or more events. Each event can only be assigned to one Playbook at a time.

Greeting replacement

When assigned to a Messaging or Voice event, the Playbook replaces the Greeting for that channel. Social channels and Email do not have Greetings, so the Playbook becomes the first response directly. Availability rules still apply: if an end user does not meet the conditions on Messaging or Voice, the conversation start event falls back to the Greeting.

Greeting-first vs. user-message-first channels

On Messaging and Voice, the Playbook fires before the end user sends a message. On social channels and Email, the end user sends a message first — the Playbook has access to that message and can reason about intent. If the Playbook does not address the original intent, it is stashed and picked up after the Playbook completes.

Proactive Conversations

Proactive Conversations can now be linked to a Playbook. When an end user engages with a proactive message, the linked Playbook drives the conversation. See Proactive messaging > Link a Playbook.

Simulations

Conversation start event Playbooks can be tested in Simulations — they trigger the same way they do in production. See Simulations > Multi-turn behavior by capability.

For full details, see Configure > Conversation start events.