Overview

Playbooks in Copilot function as sales scripts that guide your team through customer interactions, ensuring they ask consistent questions and gather the right information on every call. This guide will walk you through setting up effective playbooks for your business.

Video Walkthrough

Understanding Playbooks

Playbooks are structured scripts that:

• Ensure consistency across all sales calls
• Guide salespeople to ask the right questions
• Help capture essential customer information
• Generate automatic follow-up content after calls

You can create multiple playbooks for different scenarios, such as:

• Inbound sales calls
• Outbound confirmation calls
• Dispatch calls
• Any specialized call type your business handles

Accessing Playbook Settings

1. Log in to your Copilot account
2. Click on Settings in the top navigation menu
3. The system will automatically take you to the Playbook page
4. You'll see the default playbook template provided by Copilot

Working with the Default Playbook

The default playbook includes standard questions such as:

• Customer name and phone number
• Move date
• Origin and destination locations
• Need for packing services
• Other common moving-related questions

Reordering Questions

To change the order of questions in your playbook:

1. Navigate to your playbook
2. Click and hold the question you want to move
3. Drag and drop the question to your preferred position in the sequence

Editing Existing Questions

1. Locate the question you want to modify
2. Click the Edit button (pencil icon) next to the question
3. Update the following fields:
   • Question: The exact text your salesperson should ask
   • Description: Details to help the AI recognize when this question has been addressed during the call
4. Click Save to apply your changes

Adding New Questions

1. Click the Add New Question button
2. Enter the question text your salesperson should ask (e.g., "Do you have items to store?")
3. Add a description to help the AI understand the context
4. Select the appropriate action type (explained below)
5. Click Save to add the question to your playbook

Understanding Task Types

Playbooks support three types of tasks:

1. No Action

• Basic questions with no additional actions
• AI automatically marks these as completed when detected in conversation
• Example: "What is your move date?"

2. Generate Email

• Creates follow-up emails based on call content
• Identified by the "Send Email" task label
• After the call, salespeople can click a button to generate a personalized email
• The description field acts as a prompt for how to structure the email
• Example prompt: "Include move date, items being moved, and reference any personal information mentioned during the call. Use a friendly tone."

3. Custom (Generate Content)

• Extracts specific information from the call transcript
• Perfect for creating inventory lists, quotes, or summary documents
• After the call, a button appears to generate the custom content
• Example: Automatically generate a complete inventory list from items mentioned during the call

Creating Multiple Playbooks

To create different playbooks for various call types:

1. Navigate to the Playbooks section in Settings
2. Click the Add New Playbook button
3. Name your playbook (e.g., "Outbound Confirmation Call")
4. Add appropriate questions and tasks for that call type
5. Save your new playbook

Using Playbooks During Calls

Switching Between Playbooks

1. During an active call, locate the playbook selector at the top of the playbook panel
2. Click on the dropdown menu to see all available playbooks
3. Select the playbook you want to use
4. Click Change to switch to the selected playbook

Using Generate Email Feature

1. After the call ends, locate the "Generate Email" task in your playbook
2. Click the button to generate an email based on the call content
3. Review the automatically generated email
4. Edit as needed
5. Copy the text and send it to your customer

Using Custom/Generate Content Feature

1. After the call concludes, find the custom content generation task (e.g., "Generate Inventory List")
2. Click the button to extract the requested information
3. Review the generated content
4. Use this information for quotes, follow-ups, or your internal records

Best Practices for Setting Up Playbooks

• Create Purpose-Specific Playbooks: Develop separate playbooks for different call scenarios
• Use Clear Question Phrasing: Write questions that sound natural when spoken
• Be Specific in Descriptions: The better your descriptions, the more accurately the AI can mark tasks as complete
• Organize Logically: Structure questions in a natural conversation flow
• Include Follow-up Generators: Add email and content generation tasks to save time after calls
• Review and Refine: Regularly update your playbooks based on what works best

By effectively setting up playbooks in Copilot, you can ensure consistent customer interactions across your team while saving significant time on post-call documentation and follow-up.

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.