Playbooks
Create reusable instructions that teach Max how to handle repeated tasks consistently, such as meeting prep, follow-up, qualification, or escalation.
Review what Max surfaced, what work moved forward, and which source context should be checked before acting.
Configure how Max should act.
Use Chat with Max, Tasks, Playbooks, and Settings to define manual requests, recurring work, reusable instructions, and global behavior.
A playbook needs a narrow when-to-use rule, operating instructions, allowed tools, optional attachments, and an enabled state.
What Playbooks are for
Playbooks are reusable instructions and tools for repeated Max behavior. In the product, Playbooks are organized by use case, with tabs such as Chat and Email drafting.
Use a playbook when teammates keep asking Max to do the same kind of work and the response should follow a consistent procedure.
Chat playbook examples
Government bids: use tools to review public procurement opportunities and return a short summary of relevant tenders.
Nearest charger: use a location tool to find the closest available charger and return map links or WhatsApp-friendly directions.
Candidate lookup: search approved candidate sources, shortlist the top matches, and explain why each candidate fits.
Payment link creation: use the payment-link tool only when the customer, amount, currency, and product are clear.
Pipeline update: read the pipeline table or CRM records, summarize changed opportunities, and show what needs owner action.
Support ticket creation: identify the request type, create or update the support ticket, attach company context, and report the next step.
Email drafting examples
Ticket support: draft replies that reference the correct support ticket and avoid promising work outside the documented status.
Replying about Frontline: use approved help-center or knowledge content before explaining product behavior.
Renewal follow-up: reference the latest CRM activity, open To-do's, and related deal context before drafting the email.
Implementation check-in: summarize the current ticket or project state, ask for the missing input, and keep the owner visible.
Fields to configure
When to use is the trigger rule in plain language. Write the phrase or situation that should make Max choose this playbook.
Instructions are the reusable prompt. Tell Max the sequence to follow, which information to include, what to avoid, and what the final answer should look like.
Tools define what Max may call while following the playbook. Use integrations, system tools, custom tools, and objects or tables only when the playbook needs them.
Attachments are useful when the output should include a file or source material. Keep them specific; broad attachments make the playbook harder to trust.
What good looks like
A good playbook has a narrow trigger, clear instructions, allowed context, and a review expectation.
Do not create a broad 'help with sales' playbook. Create focused playbooks such as meeting prep, silent-account follow-up, support escalation summary, renewal-risk review, invoice review, or candidate shortlist.
FAQs
When should I create a Playbook?
Create one when the team repeats the same Max instruction often and wants a consistent procedure.
What makes a Playbook useful?
A narrow trigger, clear instructions, allowed context, and an obvious review expectation.
What is the difference between Chat and Email drafting?
Use Chat playbooks for internal requests a teammate asks Max to perform. Use Email drafting playbooks when Max should produce reply copy with source context and review rules.