Agent AI Playbook

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.

Playbook Main Page

Displays all playbooks in the system. Use this page to create, edit, and delete playbooks.

Tab	Description
Name and Channel	Displays the playbook name and the channel it applies to — Chat, Voice, or Chat and Voice.
Type	Shows whether the playbook is Primary or Conditional. A Primary playbook runs throughout the conversation. A Conditional (Dynamic) playbook runs only when a specific condition is met, such as a dialog execution step or a matched utterance.
Description	Shows the description entered when creating the playbook.
Triggers For	Shows the agents the playbook applies to.
Creation	Shows the execution mode of the playbook. Displays LLM when GenAI mode is selected and Manual when Deterministic mode is selected.
Last Updated	Shows the date and time of the most recent change to the playbook.
Status	Shows whether the playbook is active or inactive. Toggle On to activate the playbook for live conversations or Off to deactivate it.

Playbook Types

Type	Description
Primary	Standard playbooks triggered for all assigned agents. Include Open and Close stages with multiple configurable steps. Always visible on the Agent AI widget.
Dynamic	Situation-specific playbooks triggered by a customer utterance or dialog execution. A lightbulb icon on the widget alerts the agent when a Dynamic Playbook matches.

Create a Playbook

Create a Primary Playbook

Sign in to the Platform.
Select Agent AI > AGENT EXPERIENCE > Agent Playbook.
Select + New Playbook.

Fill in the General Settings:

Field	Description
Playbook Name	A name that reflects the playbook’s purpose.
Description	A short description of what the playbook covers.
Type	Select Primary (selected by default).
Tags	Labels for grouping and searching similar playbooks. Press Enter after each tag.
Step Progression	Sequential — steps must be completed in order. Random — agents can complete steps in any order.
Channels	Voice or Chat.
Configure how playbooks perform during runtime	* Deterministic: The system uses NLP utterance-based models to trigger playbooks, steps, and adherence. * GenAI: The system uses GenAI models to trigger playbooks, steps, and adherences.

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.
Select Done.

Create a Dynamic Playbook

Sign in to the Platform.
Select Agent AI > AGENT EXPERIENCE > Agent Playbook.
Follow steps 3-4 from Create a Primary Playbook, but select Dynamic in the Type field.
Select the Assignments menu to define which agents see this playbook. The default selection is Trigger for all interactions.
Select the Triggers menu to define when the playbook appears on the widget.
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.
Select Save.

Configure Playbook Steps

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. Dynamic playbooks start with no stages — you add them manually.

Create a Step in a Primary Playbook

Open the playbook and select + Add Step.
Enter a Step Title and Step Body.
To allow sending the step content to the customer, enable Enable send/copy button (available for Voice channel only).
Select Add Buttons and choose Yes/No confirmation buttons.
- Yes — marks the step as complete.
- No — marks the step as incomplete.
Optionally change button colors or delete buttons.
Select Save.

Create a Step in a Dynamic Playbook

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

Step Adherence

Step adherence tracks whether an agent completed a step. By default, agents mark steps complete manually. You can configure automatic adherence based on utterances or dialog execution. To configure automatic adherence:

Open the playbook and select + Add Step.
Select Step Adherence.
Choose 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.
Select Apply.

Assign a Playbook

Control which agents see the playbook.

Open the playbook and select the Assign button in General Settings.
Choose an assignment option:
Option Behavior
Trigger for all Interactions Visible to all agents for all interactions.
Trigger for Selected Agents Visible only to the selected agents or groups.
Select Save.

Option	Behavior
Trigger for all Interactions	Visible to all agents for all interactions.
Trigger for Selected Agents	Visible only to the selected agents or groups.

Edit a Playbook

Sign in to the Platform.
Select Agent AI > AGENT EXPERIENCE > Agent Playbook.
Select the vertical ellipsis(⋮) next to the playbook, and then select Edit.
Select Settings and make your changes.
Select Update.

Delete a Playbook

Sign in to the Platform.
Select Agent AI > AGENT EXPERIENCE > Agent Playbook.
Select the vertical ellipsis(⋮) next to the playbook, and then select Delete.
Confirm by selecting Yes.

Edit a Step

Sign in to the Platform.
Select Agent AI > AGENT EXPERIENCE > Agent Playbook.
Select Edit on the playbook.
Select the step you want to edit.
Make changes on the Step Configuration page.
Select Update.

Delete a Step

Sign in to the Platform.
Select Agent AI > AGENT EXPERIENCE > Agent Playbook.
Select Edit on the playbook.
Select Delete on the step.
Confirm by selecting Yes in the Delete Step window.

Modules

Platform Services

Administration

References

Playbook Main Page

Playbook Types