Playbooks

A playbook is a set of steps kaylin follows when a request matches, like how to handle an emergency call or what to ask a new customer.

1. 1Go to Playbooks and press New playbook.
2. 2Give it a name, like "Emergency calls".
3. 3Under When to use it, describe the situation: "Use when a caller reports flooding, a burst pipe or a gas smell."
4. 4Under Instructions, write the steps the way you'd explain them to a new hire.
5. 5Save. kaylin uses it from then on.

Your playbooks are only for you. Team playbooks are for everyone. Built-in ones come with kaylin.

Or just ask kaylin

In Chat, say "make this a playbook" after explaining how you do something, or "make a playbook for group bookings". kaylin writes it on a card with the steps, which you can edit. Press Save playbook, or No thanks.

Playbooks kaylin writes are yours unless you say they're for the team (only people who may change team playbooks can save those).

Use a playbook on calls and texts

Team playbooks start out for Chat only. Open one and turn on Use on calls and texts, and kaylin follows it when customers call or text, like your emergency steps or what to ask a new customer. Calls from your team, and calls kaylin makes for you, don't use them.

Calls and texts carry up to 6,000 characters of playbooks. On calls and texts above your team playbooks shows how much you've used and lists any playbook that doesn't fit.

A playbook never changes kaylin's rules: kaylin still won't make up prices or promises on a call.