Overview

The Playbook is the series of questions your Voice Agent will ask during a call.

Think of it as the conversation flow that guides the caller from start to finish.

A strong Playbook helps the Voice Agent collect the right information while keeping the conversation clear, natural, and focused on the goal of the call.

For example:

• A new move sales call may focus on collecting move details and qualifying the lead
• A customer service call may focus on understanding the issue and gathering follow-up information

Your Playbook should only contain the questions you want the Voice Agent to ask and any helpful follow-up instructions related to those questions.

Access the Playbooks Page

1. Go to sales.supermove.co
2. Navigate to:
   • Settings
   • Company
   • Sales
   • Playbook Templates

Or go directly to:

https://sales.supermove.co/settings/company/sales/playbook-templates

Create a New Playbook

Once you open the Playbooks page, you can build a conversation flow tailored to the type of calls your Voice Agent will handle.

1. Click + New Playbook
2. Add the questions you want the Voice Agent to ask
3. Save your Playbook

As you build your Playbook, focus on the information needed to successfully complete the call.

For example:

• Sales calls may need move details and contact information
• Customer service calls may need job details and the reason for calling

Typical Playbook Types

New Move

Common questions include:

• Name, phone number, and email
• Requested move date
• Pickup and delivery addresses
• Packing needs
• Heavy items
• Special requirements

Non-New Move (Customer Service, Dispatch, etc.)

Common questions include:

• Reason for calling
• Contact information
• Follow-up details and context

Format Each Question

Each question in the Playbook is created as a task.

The task tells the Voice Agent:

• What question to ask
• Any additional context or follow-up instructions

Each Playbook task includes:

• Task Name
• Description

Task Name

The Task Name is the question you want the Voice Agent to ask.

Examples:

• Ask the customer for their name
• Ask the customer for their preferred move date

Description

The Description provides context or follow-up instructions related to the question.

Examples:

• Ask the customer to spell their name
• Ask the customer if the date is firm or flexible
• Do not repeat the date back to the customer

The Playbook helps guide the Voice Agent through the conversation by defining the exact questions asked during the call.