Playbooks

Not sure where to begin? Explore our Getting started guidelines to set up your first AI Agent, review Key concepts to understand the essentials, or check out Improvement tactics to resolve issues and keep things running smoothly.

After adding some Knowledge to your AI Agent, you can start building structured workflows to manage more advanced interactions. AI Agents can follow Playbooks to guide conversations through specific, multi-step scenarios. Playbooks are structured instructions that help the Agent manage nuanced tasks like troubleshooting, verification, or service changes.

They work alongside Actions, Handoffs, and Variables to ensure the AI Agent can perform backend operations and integrate with external systems, escalate when needed, and maintain consistent logic throughout a conversation. Playbooks enable your AI Agent to execute clear, reliable workflows that mimic how a human agent would approach complex cases.

You’ll learn what Playbooks are, how to create and manage them effectively, as well as the best practices for using them.