Agent AI Playbook

​

Playbook Main Page

​

Playbook Types

​

Create a Playbook

​

Create a Primary Playbook

1. Sign in to AI for Service.
2. Select Agent AI > Agent Experience > Agent Playbook.
3. Select + New Playbook > Create New Playbook.
4. 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	Playbook type. Select Primary (default).
   Tags	Labels for grouping and searching similar playbooks. Press Enter after each tag.
   Step Progression	Sequential — agents must complete the steps in a sequential manner. Random — agents can complete steps in any order.
   Channels	Voice or Chat.
   Configure how playbooks perform during runtime	Deterministic — 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 system creates the playbook 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.

​

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.

​

Create Bulk Playbooks

1. Sign in to AI for Service.
2. Select Agent AI > Agent Experience > Agent Playbook.
3. Select + New Playbook, and then select Bulk Playbooks.
4. Expand Instructions and ensure your files meet the following requirements:
   • Use PDF format only.
   • Keep each file under 1 MB.
   • Remove all images, media, and hyperlinks.
   • Split large documents into smaller, topic-specific files.
5. Upload or drag-and-drop a knowledge article (PDF).
6. Select Next. The method defaults to Gen AI Based.
7. Select Generate Playbooks. If the system displays an error, complete the following settings: a. From the main menu, go to Generative AI > Gen AI Features.
   b. Select All Modules > Agent AI.
   c. Go to Automated Playbook Generation and select a model with prompts. To use a model without prompts, create a custom prompt first. Follow this doc to create custom prompts.
   d. Select a prompt or select Add New to create a new one. Follow this doc for help.
   e. Turn on the Status toggle.
8. Select the edit icon next to a playbook.
   Each bulk-created playbook shows a bulk-created badge and a Review status.
   
9. Select Review & Update.
10. Turn on the Status toggle.
11. Select Deploy from the left navigation, and then select Publish.
12. Enter a comment, and then select Confirm.

​

Configure Playbook Steps

​

Stages and Steps

​

Create a Step in a Primary Playbook

1. Open the playbook and select + Add Step.
2. Enter a Step Title and Step Body.
3. To allow sending the step content to the customer, select Enable send/copy.
4. Select Add Buttons and choose Yes/No confirmation buttons.
   • Yes — marks the step as complete.
   • No — marks the step as incomplete.
5. Optionally change button colors or delete buttons.
6. Select Save.

​

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.

​

Step 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.

​

Assign a Playbook

1. Open the playbook and select the Assign button in General Settings.
2. 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.

3. Select Save.

​

Edit a Playbook

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

​

Delete a Playbook

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

​

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.

​

Delete a Step

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