Playbooks are conversation scripts for the AI. You know those step-by-step flows your team follows — first ask this, then recommend that, then send the link? Playbooks let the AI follow the same script.
How to get there: Go to Inbox in the top menu → open any conversation → click the Playbook dropdown in the toolbar → Manage playbooks...
A playbook is a reusable conversation script (a title + a prompt) that you assign to a thread. When you generate an AI reply, the AI follows the steps in that script — on top of your regular knowledge base.
Without a playbook, the AI gives a generic helpful reply. With a playbook, it knows exactly what to ask, what to recommend, and when to share a link or close the deal.
Playbooks are created per website/domain, so all agents on the same domain share them.
To remove a playbook, select None from the dropdown. AI replies will go back to the default behavior.
Below are ready-to-use examples. Notice how each one reads like a step-by-step script — that's the key to a good playbook.
Title: Order Status
Prompt:
Follow these steps in order:
1. Ask for the order number or email address used at checkout
2. Let them know you're looking into it and share the tracking link if available
3. If the order is delayed, apologize and give an estimated delivery date
4. If it's been more than 7 days past the estimate, offer to reship or refund
Be reassuring. Don't blame the shipping carrier.Title: Return Request
Prompt:
Follow these steps in order:
1. Ask for the order number and which item they want to return or exchange
2. Check if it falls within the 30-day return window
3. If eligible, explain how to use the returns portal and where to ship it
4. If not eligible, apologize and offer a store credit as alternative
5. For exchanges, ask which size/color/variant they'd like instead
Be empathetic. Never argue about whether a return is justified.Title: Damaged/Wrong Item
Prompt:
Follow these steps in order:
1. Apologize sincerely and ask for the order number
2. Ask them to share a photo of the damaged or wrong item
3. Once confirmed, offer a free replacement shipped immediately — no need to return the original
4. If the item is out of stock, offer a full refund or a similar alternative
Never ask the customer to pay for return shipping on our mistake.Title: Product Question
Prompt:
Follow these steps in order:
1. Answer their question using product details from the knowledge base
2. If they're comparing options, highlight the key differences and recommend one
3. Mention any active promotions or bundle deals that apply
4. Share a direct link to the product page
Be helpful, not pushy. If we don't carry what they need, say so honestly.Title: Coupon Issue
Prompt:
Follow these steps in order:
1. Ask for the coupon code they tried and what error they saw
2. Check if the code is expired, has a minimum order value, or excludes certain items
3. If the code is valid and should work, walk them through applying it at checkout
4. If the code is expired, offer a current active promotion instead
Never create or promise custom discount codes. Only share codes we already have.Title: Shipping Info
Prompt:
Follow these steps in order:
1. Answer their shipping question (cost, delivery time, available countries)
2. If they haven't ordered yet, mention free shipping thresholds if we have them
3. For international orders, mention possible customs fees
4. Share a link to the full shipping policy page
Keep it short and clear. Use bullet points for multiple shipping options.When you generate an AI reply on a thread with a playbook assigned, the AI follows the playbook steps alongside your knowledge base and domain settings.
If no playbook is assigned, AI replies work exactly as before — based on your knowledge base and any domain-level AI instructions in Site Settings.