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Documentation Index

Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt

Use this file to discover all available pages before exploring further.

Playbooks give contact center agents structured, step-by-step guidance for handling customer interactions. Supervisors create and manage playbooks to help agents maintain consistent quality, even during high call volumes or complex situations.

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Playbook Main Page

Displays all playbooks in the system. Use this page to create, edit, and delete playbooks.
TabDescription
Name and ChannelDisplays the playbook name and the channel it applies to — Chat, Voice, or Chat and Voice.
TypeShows whether the playbook is Primary or Conditional. A Primary playbook runs throughout the conversation. A Conditional (Dynamic) playbook runs only when a specific condition triggers it, such as a dialog execution step or a matched utterance.
DescriptionShows the description entered when creating the playbook.
Triggers ForShows the agents the playbook applies to.
CreationShows the execution mode of the playbook. Displays LLM when GenAI mode is selected and Manual when Deterministic mode is selected.
Last UpdatedShows the date and time of the most recent change to the playbook.
StatusShows whether the playbook is active or inactive. Toggle On to activate the playbook for live conversations or Off to deactivate it.

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Playbook Types

TypeDescription
PrimaryStandard playbooks triggered for all assigned agents. Include Open and Close stages with multiple configurable steps. Always visible on the Agent AI widget.
DynamicSituation-specific playbooks that trigger based on a customer utterance or dialog execution. A lightbulb icon on the widget alerts the agent when a Dynamic Playbook matches.

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Create a Playbook

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Create a Primary Playbook

  1. Sign in to AI for Service.
  2. Select Agent AI > AGENT EXPERIENCE > Agent Playbook. Agent Playbook Path
  3. Select + New Playbook.
  4. Fill in the General Settings:
    FieldDescription
    Playbook NameA name that reflects the playbook’s purpose.
    DescriptionA short description of what the playbook covers.
    TypePlaybook type. Select Primary (default).
    TagsLabels for grouping and searching similar playbooks. Press Enter after each tag.
    Step ProgressionSequential — agents must complete the steps in a sequential manner. Random — agents can complete steps in any order.
    ChannelsVoice or Chat.
    Configure how playbooks perform during runtimeDeterministic — system uses NLP utterance-based models to trigger playbooks, steps, and adherence. GenAI — system uses GenAI models to trigger playbooks, steps, and adherences.
  5. Select Save. The playbook is created with two default stages (Open and Close), five sample steps, and the following note:
    You may experience runtime latency depending on the selected GenAI model.
  6. Select Done.

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Create a Dynamic Playbook

  1. Follow steps 3-4 from Create a Primary Playbook, but select Dynamic in the Type field.
  2. Select the Assignments menu to define which agents see this playbook. The default selection is Trigger for all interactions.
  3. Select the Triggers menu to define when the playbook appears on the widget.
  4. Choose a trigger type: By Customer’s Utterance:
    1. Enter an utterance.
      For Deterministic type step trigger and adherence, the AI suggests options similar to your entry. Select the utterances to include, and select Add.
    2. Select Save.
    By Dialog Execution:
    1. Select a Dialog Task from the Automation list.
    2. Select when the playbook triggers (Wait for dialog Execution for…):
      • Initiated — triggers when the Dialog Task starts.
      • Completed — triggers when the Dialog Task finishes.
  5. Select Save.

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Configure Playbook Steps

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Stages and Steps

Playbooks are organized into Stages (primary groupings) and Steps (tasks within each stage). Primary playbooks have Open and Close stages by default. For Dynamic playbooks, you add stages manually.

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Create a Step in a Primary Playbook

  1. Open the playbook and select + Add Step.
  2. Enter a Step Title and Step Body.
  3. Select Add Buttons and choose Yes/No confirmation buttons.
    • Yes — marks the step as complete.
    • No — marks the step as incomplete.
  4. Optionally change button colors or delete buttons.
  5. Select Save.

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Create a Step in a Dynamic Playbook

  1. Open the Dynamic Playbook, and select + Add Stage.
  2. Enter a stage name, and select the check mark.
  3. Select + Add Step, then follow steps 2-6 from Create a Step in a Primary Playbook.

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Step Adherence

Step adherence tracks whether an agent completed a step. By default, agents manually mark the steps as complete. You can configure automatic adherence based on utterances or dialog execution. To configure automatic adherence:
  1. Open the playbook, and select + Add Step.
  2. Select Step Adherence.
  3. Select an adherence method: By Agent’s Utterance:
    1. Enter an utterance.
      For Deterministic type step trigger and adherence, the AI suggests options similar to your entry. Select the utterances to include, and select Add.
    2. Select Save.
    By Dialog Execution:
    1. Select a Dialog Task from the Automation list.
    2. Select when adherence is recorded:
      • Initiated — step is marked complete when the task starts.
      • Completed — step is marked complete when the task finishes.
  4. Select Apply.

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Assign a Playbook

Control which agents see the playbook.
  1. Open the playbook and select the Assign button in General Settings.
  2. Choose an assignment option:
    OptionBehavior
    Trigger for all InteractionsVisible to all agents for all interactions.
    Trigger for Selected AgentsVisible only to the selected agents or groups.
  3. Select Save.

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Edit a Playbook

  1. Select the vertical ellipsis(⋮) next to a playbook, and then select Edit. Playbook Edit Button
  2. Select Settings and make your changes.
  3. Select Update.

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Delete a Playbook

  1. Select the vertical ellipsis(⋮) next to a playbook, and then select Delete.
  2. Confirm by selecting Yes.

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Edit a Step

  1. Select the vertical ellipsis(⋮) next to a playbook, and then select Edit.
  2. Select the step you want to edit.
  3. Make changes on the Step Configuration page.
  4. Select Update.

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Delete a Step

  1. Select the vertical ellipsis(⋮) next to a playbook, and then select Edit.
  2. Hover over a step and select Delete. Step Delete Button
  3. Confirm by selecting Delete in the Delete Step window.