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July 31, 2025

Introducing Playbooks

Enterprises invest heavily in customer service, but complex inquiries still rely on human agents, because traditional bots can’t follow real-world standard operating procedures (SOPs).

Playbooks empowers your AI agent to follow your standard operating procedures, handling complex, multi-step inquiries with the same precision and flexibility as your best human agents. That means:

  • Interpreting instructions in real time
  • Adapting to unique customer inquiries
  • Using Actions to get information and perform tasks
  • Referencing Variables for personalization
  • Escalating when needed

Like your SOPs, Playbooks are written in natural language with step-by-step instructions, making them easy for you to review and maintain over time. We’ve also made it easy for you to create your first Playbooks through a simple prompt or an existing PDF.

Learn more about Playbooks in our launch blog post, documentation, and best practices guide.

Limitations

While Playbooks offer powerful capabilities, it’s important to be aware of their current limitations:

  • Not supported on Ada Voice: Playbooks currently only work with Messaging and Email channels.
  • Limited Coaching support: While you can coach the AI Agent on when and which Playbook to use, Coaching is not considered once the AI Agent is executing a Playbook. Additionally, you cannot currently coach individual steps or messages taken during a Playbook. To adjust the AI Agent’s behaviour in these cases, edit the Playbook directly.
  • Limited knowledge access: The AI Agent currently cannot initiate a search for knowledge articles while using a Playbook. If relevant knowledge would be helpful, consider incorporating it directly into the Playbook content.

Being aware of these limitations helps ensure realistic expectations and supports better use of Playbooks in your workflows.