The playbook
The playbook is your instructions to the agent for this inbox — written the way you would brief a new colleague. It applies to every channel: email, web chat and phone.
Write it under Playbook in the inbox's settings. It is saved when you click outside the field, or with Save playbook. The counter shows how much room is left; a playbook can be up to 4000 characters.
What to write
- What you do and what customers usually ask about.
- Facts the agent needs: opening hours, delivery times, how returns work, where to find prices.
- What it may and may not promise.
- When to hand over to a person — for example refunds, complaints or anything about an invoice.
- Tone: formal or relaxed, short or thorough.
An example:
We sell and rent outdoor gear. Open Monday–Friday 10–18, Saturday 10–16. Answer questions about products, sizes, rental and delivery. Returns are free within 30 days with the receipt. Never promise a refund — hand refund questions over to the team. Keep answers short and friendly.
The phone has its own addition to the playbook, for what only applies on calls. See How the agent answers the phone.
The signature
Under Signature, write the text added to the end of every email reply from this inbox — for example «Best regards» and the team's name. It is saved when you click outside the field.