Overview

Playbooks in Copilot function as sales scripts that guide your team through customer interactions, ensuring consistency in questioning and information gathering. This guide will walk you through creating, customizing, and effectively using playbooks to streamline your sales process.

Video Walkthrough

What Are Playbooks?

Playbooks are structured sales scripts containing questions and actions that ensure your sales team:

• Stays on task during calls
• Asks consistent questions across all customer interactions
• Captures all necessary information every time
• Can generate follow-up content automatically

You can create multiple playbooks for different call types, including:

• First inbound sales calls
• Outbound confirmation calls
• Pre-move verification calls
• And other specialized call scenarios

Accessing Playbook Settings

1. Log in to your Copilot account
2. Click on Settings in the navigation menu
3. The system will automatically display the Playbook menu first
4. You'll see the "First Inbound Sales Call" template already available

Creating and Editing Playbooks

Viewing Existing Playbooks

1. From the Playbook menu, click on any existing playbook (e.g., "First Inbound Sales Call")
2. Review the pre-configured questions and actions
3. Note the order of questions and any special action types

Reordering Questions

1. Navigate to the playbook you wish to modify
2. Use the drag handles to reposition questions in your preferred sequence
3. The new order will determine how questions appear to sales representatives during calls

Editing Existing Questions

1. Locate the question you want to modify
2. Click the Edit button next to the question
3. Modify the following fields:
   • Question: The text your salesperson will see and ask the customer
   • Description: Instructions that help the AI tool recognize when this question has been addressed during the call
4. Save your changes

Adding New Questions

1. Click the Add New Question button
2. Fill in the required fields:
   • Question text
   • Description/prompt
   • Action type (explained in the next section)
3. Save the new question

Understanding Action Types

Playbooks support three types of actions:

1. No Action

• Simple questions that salespeople need to ask
• Automatically marked as completed when the AI detects the question has been addressed
• No manual marking required by the salesperson

2. Generate Email

• Creates post-call emails based on conversation content
• Uses the description field as a prompt for email generation
• Allows you to specify tone, structure, and content priorities
• After the call, a button appears to generate the email automatically

3. Custom/Generate Content

• Pulls specific information directly from the call transcript
• Ideal for creating inventory lists or summarizing important details
• The description field serves as a prompt for what information to extract
• Can include instructions to calculate totals, organize information, etc.

Using Playbooks During Calls

Accessing the Playbook During a Call

1. When on an active call, look at the right side of your screen
2. You'll see your active playbook with all the questions listed

Tracking Progress

1. As questions are addressed during the call, they will be automatically crossed out
2. This helps salespeople track which questions have been covered
3. Questions are marked complete by the AI without manual intervention

Using Generate Email After a Call

1. After the call ends, locate the "Generate Email" action in your playbook
2. Click the button to generate an email based on the call
3. Review the automatically generated email
4. Copy the content and send or edit as needed

Using Generate Content After a Call

1. After the call ends, find the "Generate Content" action (e.g., inventory list)
2. View the prompt description to confirm what content will be generated
3. Click "Run Action"
4. The system will extract the requested information from the call
5. Review the generated content (items, quantities, measurements, etc.)
6. Use this information for your records or customer communications

Tips for Effective Playbooks

• Be Clear and Specific: Write questions that are easy for salespeople to ask naturally
• Use Descriptive Prompts: The more detailed your description/prompt, the better the AI can recognize when questions are addressed
• Create Purpose-Specific Playbooks: Develop separate playbooks for different call types
• Review and Refine: Regularly update your playbooks based on sales team feedback
• Include Calculation Instructions: For inventory or quote-related content generation, include instructions to calculate totals or estimates

By effectively utilizing playbooks, you can ensure consistent information gathering, save time on follow-up tasks, and improve the accuracy of your customer communications.

Need Help? If you need assistance with playbooks or other Copilot features, contact our support team at help@supermove.com or reach out to your Customer Success Manager.