Playbooks

Playbooks are automated multi-step workflows that can be triggered by the AI agent, by events (like a new conversation), or manually.

Creating a Playbook

1. Navigate to Playbooks
2. Click New Playbook
3. Add steps in order — each step performs one action

Step Types

Playbooks consist of sequential steps. Each step runs after the previous one completes:

Step Type	Description
AI Prompt	Sends a prompt to the AI and uses the response
HTTP Request	Makes an API call to an external service
Transform	Processes data from previous steps

Inputs

Playbooks accept key-value inputs that can be referenced in step templates:

Hello {{.name}}, your order {{.order_id}} has been processed.

When triggered by the agent, the AI provides the inputs based on the conversation context.

Triggering from Agent Tools

To allow the AI to trigger a playbook:

1. Open the widget settings
2. Enable the Playbook Trigger tool
3. Select which playbooks the widget is allowed to trigger

Only explicitly allowed playbooks can be triggered — the AI cannot run arbitrary playbooks.

Triggering from Events

Playbooks can also be triggered by widget events through the event router:

• New conversation started
• Conversation archived
• Custom events via API

Configure event triggers in the Routers section.

Execution

When a playbook runs:

1. Steps execute sequentially
2. Each step can access outputs from previous steps
3. If a step fails, the playbook stops and reports the error
4. Timeout: 30 seconds per execution (when triggered by agent)

Scheduled Playbooks

Playbooks can run on a recurring schedule — hourly syncs, daily reports, weekly digests, etc.

Setting up a schedule

1. Open a playbook and go to the Schedule tab
2. Set the Trigger type to schedule
3. Enter a Cron expression (standard 5-field format, minimum interval: 1 hour)
4. Pick a Timezone (IANA format, e.g. Europe/Amsterdam)
5. Enable the playbook

Common cron examples:

Expression	Meaning
0 9 * * *	Every day at 9:00 AM
0 */2 * * *	Every 2 hours
0 9 * * 1	Every Monday at 9:00 AM
0 0 1 * *	First day of the month at midnight

Pause and resume

You can pause a schedule without removing it. Paused playbooks keep their cron expression and resume from the next occurrence when unpaused.

Auto-pause on failures

If a scheduled playbook fails 3 times in a row, it is automatically paused to prevent runaway costs. The failure counter resets when a run succeeds or when you manually resume the schedule.

Monitoring

View playbook runs in the Playbook Runs section. Each run shows:

• Status (success, failed, timeout)
• Duration
• Step-by-step output
• Trigger source (agent, event, manual)