Overview

AI voice agent playbooks now use a visual builder. You build the call flow on a canvas, add actions the agent takes during or after the call, and can review exactly what the agent did on each call, step by step.

Note: The Playbook Builder is in beta and is turned on per company. Some actions (such as Make API request) appear only when the Supermove team enables them for your company.

In this article, you'll learn how to:

• Open the builder and work on the canvas
• Add steps and configure actions
• Use Continuous and End of Interaction actions
• Connect to another system with Make API request
• Review what the agent did on a call

Open the Builder

In the Sales App, open a playbook from any of these:

• Settings → Playbooks (or New Playbook)
• Settings → Voice Agents: click the agent's playbook
• Configure playbook on a call

The same builder opens for Autopilot playbooks in the Office App under Settings → Autopilot → Playbooks.

The Canvas

Edit Playbook shows a chat on the left and the canvas on the right. You can describe a change in the chat or make it by hand. Both update the same canvas.

• The playbook reads top to bottom as a flowchart, starting with the trigger card (when the agent should use this playbook).
• Drag cards to move them. Each card's menu offers Duplicate and Remove.
• The header has Reset view, Undo, Redo and Save.

Note: Nothing changes for the agent until you click Save.

Add Steps

Click the + on any line between two cards (or + Add step at the end of a path) to open a searchable menu:

• Steps: Instruction, Condition, Join path, End
• Project Actions: Create project, Update project, Add project tags, Create task, Create claim, Update claim
• Communication: Transfer call, Schedule call, Send email, Send SMS, Make API request

Create task, Create claim and Update claim appear only for companies that also use the Office App.

Instruction

One thing the agent says or asks (previously called a "task"). Set a Name (the card title) and a Description (what the agent should do).

Condition

Splits the playbook into Paths; the agent follows only one per call. Enter the question the agent decides, how to decide it, and a name and description for each path. Use Join path to bring two paths back together.

End

Closes a path and names how it ended, for reporting.

Note: Every path needs an End before the playbook saves. A path without one shows a Needs an end badge.

Action Settings

• Create Project: list the Project Fields the agent fills in. Auto-approve create project creates it immediately; otherwise a team member approves it from their inbox.
• Update Project: choose the fields and variables the agent may change.
• Add Project Tags: choose tags and whether they apply to new projects, existing projects or both. Turn on Decide which tags apply to let the agent add only the tags that fit, with a When to Apply instruction and Sensitivity (Low, Medium, High) per tag.
• Create Task / Create Claim / Update Claim: based on your task templates and claim fields, each with an auto-approve option.
• Transfer Call: add one or more Destinations (name, phone number and when to use it). A transfer ends the agent's part of the call, so add an End after it. With several destinations, Confirm with the caller before transferring controls whether the agent checks first; with one destination, the agent transfers right away.
• Send Email / Send SMS / Schedule Call: draft a follow-up from a template with instructions. Turn on Automatically send email, Automatically send SMS or Automatically schedule call to skip review; otherwise a team member reviews it first.

Continuous and End of Interaction Actions

Beside the trigger card are two blocks that run outside the main flow. Use Add action on each block.

• Continuous ("Runs throughout the call"): the agent acts as soon as the caller says something that fits, whatever step it's on. Available: Update project, Add project tags and Transfer call (external numbers only). Example: transfer anyone who asks about billing.
• End of Interaction ("Runs after the interaction is finished"): runs once, whichever path the call took, and only if the caller actually spoke. Available: Create project, Update project, Add project tags, Create task, Create claim, Schedule call, Send email and Send SMS. Example: email an estimate recap.

Make API Request

Sends the project's details to another system (such as your own scheduling or pricing tool) and brings values back, for example open move dates or a booking rate the agent can share with the caller.

1. Request: HTTP Method (POST by default), URL, Headers (JSON; keys and tokens are hidden when you reopen the step), and the Project and Job Variables to send. Optionally include marketing milestones and survey details.
2. Response Fields: click Add Field and give each value a Name and Instructions for where to find it in the response.
3. Timeout: wait 1–30 seconds (10 by default).
4. If the Request Fails: Skip this step and continue or End the run.

Tip: Follow the step with a Condition that has Success, Error and Timeout paths.

Review What the Agent Did on a Call

Voice agent calls now run the playbook one step at a time and save every step as it happens. To see why an agent said or did something:

1. Open the call in Sales App → Calls and go to the Playbook tab.
2. The Call Context panel shows the call, client and project details the agent started with (so it doesn't ask for information it already has).
3. Each step on the path shows what the Caller said, the details it saved (such as Move Date or Moving From), and who settled it: the voice agent, the call transcript, a person or automatically.
4. Click a step to open Step Details. Before this step shows everything the agent knew at that point; Added this step shows what it saved. This shows whether a wrong answer came from missing context or an earlier step.

From the project side, the Office App Run page shows the same run on the canvas, including which branch the agent chose (for example, "Chose: Local") and the result of any API request.

The tab updates live during a call, and a rep can still check off a step the call left open. Voice agents without a published Playbook Builder playbook keep working as before.

FAQ

Why won't my playbook save?
Check for paths showing Needs an end and add an End step.

Why did the agent transfer without asking?
Transfer steps with a single destination transfer immediately. Add the confirm option (with multiple destinations) if you want the agent to check first.

Why didn't an End of Interaction email go out?
These actions run only if the caller spoke. If automatic sending is off, the email is waiting as a draft for review.

Need Help? If you have questions about the Playbook Builder, contact our Product Experts team at help@supermove.com.