What are Playbooks?
Playbooks are a powerful workflow and automation tool for managing your relationships with customers. Use Playbooks to automate customer onboarding steps, set up trial rooms in Slack, and more.
A Playbook consists of one or more triggers used to start the Playbook, and a series of Action steps that are executed when the Playbook is triggered. Each step can be configured to perform a specific action, such as creating a new Slack channel, sending a message to a channel, or even inviting a customer to a shared Slack Connect channel.
Triggers
Triggers are the events that start a Playbook. For example, a Playbook can be triggered when a reaction is added to a message, a customer is created, or via a webhook.
The following triggers are currently supported:
- Abbot Added to Channel - Runs when Abbot joins a channel.
- Conversation Overdue - A conversation is overdue for a reply.
- Conversation Started - A conversation was started by a customer.
- New Customer Created - A new customer record is created in Abbot.
- Run Playbook Button - Add a Run Playbook button to the Playbook list page to run this Playbook manually.
- Reaction Added - Runs when a reaction is added to a message.
- Schedule - Runs on the specified schedule.
- Negative Sentiment - Runs when AI classifies a conversation as having negative sentiment.
- Ticket Linked - Runs when a ticket (Zendesk, HubSpot, etc.) is linked to a conversation.
- Ticket Status Changed - Runs when a linked ticket status changes.
- Webhook - Runs when a POST or PUT request is sent to the Playbook's webhook URL.
Actions
Actions are the steps that are executed when a Playbook is triggered. Actions are executed in order.
- Notify Responders - Notifies the first responders for a channel in its Hub or in a DM.
- Create Channel for Customer - Creates a channel for a customer using the customer name and chosen prefix.
- Invite to Slack Connect - Creates a Slack Connect channel and invites a user to it.
- Send Slack Poll - Sends a Slack poll to a channel.
- Request Approval in Slack - Requests an approval from one of any number of approvers in Slack.
- Send Message - Posts a message in a channel.
- Continue If - Runs the next step of the Playbook if a certain condition is met.
- Create Customer - Creates a Customer in Abbot.
- If - Branches the Playbook based on a condition.
- Run Skill - Runs a Skill in a channel.
- Wait - Pauses the Playbook for the specified duration.