Playbooks
Describe the process. The AI follows it.
Write the playbook the way you'd brief a new hire. What to listen for, what to ask, how to decide. The AI agent reads it the way a person would and follows it across every conversation.
Written by your team. Interpreted in every conversation. Visible end to end.
You write the Playbook in plain language. The agent reads it the way a person would, adapts to what each customer actually says, and stays inside the steps and conditions you wrote.
# Cancellation
Listen first.
Ask why.
Offer what fits the reason.
Written Playbook
Plain text. Plain English. Edited like a doc.
i need to cancel - too expensive
Starter covers what you use at $12. Switch?
Interpreted per conversation
Same Playbook. Different customer. Different words.
Maya · price
Iris · #38142
Supervisor + Traces
Every interpretation is scored and recorded.
The Editor
Write what should happen. Watch it happen.
The editor is one window. On the left, the Playbook your team writes. On the right, real conversations running it. The same principles produce different conversations because the agent reads the situation, not a flowchart.
# Cancellation save
Use when the customer wants to cancel.
- 01Listen first.
- 02Ask why before you offer.
- 03Offer what fits the reason.
- 04
i need to cancel - too expensive for what i use
Totally fair. Looking at your usage, the Starter plan covers what you actually use at $12 instead of $39 - want to switch?
yeah that works
The processes that don't fit a flowchart
The conversations where the right next move depends on what the customer just said, not what a script predicted they'd say. Playbooks handle the conversation. When an action is needed, like issuing a refund or filing a claim, the Playbook hands off to a Flow.
Troubleshooting
The diagnostic conversation where the next question depends on the last answer. The AI walks the customer through, narrows it down, and points to a fix.
- Connectivity issues
- Device setup help
Retention conversations
The save call, in chat. Listen first, propose later. The AI hears what's actually wrong before it reaches for an offer.
- Subscription save
Complaints before escalation
The first ten minutes after something has gone wrong. The AI listens, acknowledges, gathers context.
- Initial complaint
- Pre-escalation triage
Flows and Playbooks
Flows execute. Playbooks guide.
Two execution models inside the same Agent Studio. The split is about what kind of work the AI is doing in that moment. Most customers run both - on the same agent, in the same conversation.
Behavior
Actions follow exact steps defined in the flow.
Follows principles and adapts them to what the customer actually says.
When to use
Predictable, rule-bound processes - refunds, routing, data collection.
Judgment-heavy conversations - cancellation saves, complaints, complex support.
Requires
Every path mapped in advance.
A description of how to handle the scenario - not a flowchart.
Input
Structured triggers and conditions.
Natural language guidance written by your team.
Where to edit
Flow canvas - drag, connect, configure.
Playbook editor - write, publish, update the words.
Compliance
The same compliance posture, across every agent
Every agent connected through Agent Connect runs under the same certifications as the rest of the platform. SOC 2, GDPR, DORA, EU AI Act. The audit trail captures every interaction, every routing decision, every cross-agent handoff.
Write the process. Republish. Watch every conversation.
Bring a real save script, a triage runbook, an escalation guide. We'll set up the agent on it, run it across a sample of tickets, and show you what the agent did, where, and why.