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Where guidance cards are a library of unordered rules, a playbook is a single goal-directed flow. You give the agent a goal, an ordered set of things to cover, and the ways it can route the customer to a human—and it works toward that goal naturally across the conversation. A playbook is optional and there’s one per agent. A good fit is qualifying an inbound lead, booking a consult, or triaging a request before a person takes over.

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What a playbook contains

  • Goal — one line describing what the agent is trying to achieve. “Qualify an inbound lead and route them to sales.”
  • Objectives — an ordered list of things to cover. The agent weaves them into the conversation rather than interrogating the customer—it won’t fire them off as a checklist.
  • Pacing note (optional) — guidance on timing. “Have a couple of exchanges before offering to hand off.”
  • Handoff options — the ways the agent can offer to continue with a person (see below).

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Handoff options

Handoff options are the menu the agent offers once the goal is met (or the moment the customer asks for a person). Each option has a type and a label—the label is what the customer sees:
TypeExample label
Phone”A phone call”
Online meeting”A video call”
On-site meeting”An in-person meeting”
LINE salesperson”Chat with our sales team”
Operator”A member of our team”
When the customer picks one, the agent hands the conversation to a human and stops replying. An operator handoff is always available as a fallback, even if you don’t add it explicitly—the agent can always escalate to a person.
A handoff option is an offer and a routing label, not an integration. Choosing “A phone call” marks the conversation as handed off and tells your team how the customer wants to continue—your team takes it from there.

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What happens at handoff

Once the agent hands off:
  • The conversation is marked as handed off and the agent won’t reply again—on any channel—until your team resumes it.
  • It surfaces in the Conversation Pool for a person to pick up, with the route the customer chose.
  • Reply mode is independent of handoff. A handoff stops the agent regardless of whether it was in auto-send or auto-draft.
See handing off to a human for the operator side and how to resume.

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Playbook vs. guidance cards

Use a…When you want…
Guidance cardA standing rule that’s always true—tone, formatting, what to avoid.
PlaybookA goal with a beginning and an end—gather what you need, then hand off.
They compose: an agent can run a playbook and follow its conventions at the same time.

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Next steps

Operator workflow

Pick up a handoff and resume the agent

Guidance cards

The conventions that run alongside a playbook

Create an agent

Set a playbook under Behavior