Conversation Playbooks

What are Playbooks?

Playbooks are visual conversation automation tools that let you define specific chatbot behaviors for different scenarios. Think of them as "recipes" that tell your chatbot exactly how to handle certain types of customer interactions.

The Playbooks management panel showing all configured conversation flows

Accessing Playbooks

To manage your playbooks:

1. Open WooAI Menu

   In WordPress admin, navigate to WooAI Chat in the left sidebar.

2. Select Playbooks

   Click on Playbooks to open the playbook management panel.

3. View All Playbooks

   You'll see a list of all existing playbooks with their status, triggers, and actions.

Creating a New Playbook

Step 1: Start New Playbook

1. Click "Create New"

   In the Playbooks panel, click the Create New Playbook button.

2. Enter Basic Info

   Provide a name and optional description for your playbook (e.g., "Shipping Inquiry Handler").

3. Open Editor

   Click Edit to open the visual playbook editor.

The visual Playbook editor with drag-and-drop node interface

Step 2: Add a Trigger

Every playbook starts with a trigger - the condition that activates the playbook.

Available Trigger Types

Step 3: Add Response Actions

After a trigger fires, add nodes to define what happens next.

Step 4: Add Conditions (Optional)

Use conditional nodes to create branching paths based on customer responses or data.

Condition Types

• Text comparison: Check if response contains/equals specific text
• Number comparison: Compare values (cart total > $100)
• Boolean check: True/false conditions (is_logged_in)
• Data existence: Check if a variable exists
• Multiple conditions: AND/OR combinations

Dynamic Variables

Playbooks support dynamic variables that get replaced with real data at runtime.

Available Variables

Playbook Templates

WooAI Chatbot Pro includes pre-built templates to help you get started quickly.

Using Templates

1. Browse Templates

   In the Playbooks panel, click Templates to view available templates.

2. Preview Template

   Click on any template to see its structure, triggers, and responses.

3. Import Template

   Click Use This Template to create a new playbook based on the template.

4. Customize

   Edit the imported playbook to match your store's specific needs and branding.

Playbook Examples

Example 1: Product Recommendation

A playbook that recommends products based on customer preferences.

Flow:
1. Trigger: Keyword match detected
2. Message: "I'd love to help you find the perfect product!
   What category are you interested in?"
3. Quick Replies: [Clothing] [Electronics] [Home & Garden] [Other]
4. Condition: Based on selection
5. AI Response: "Search for top products in {selected_category}
   using RAG and recommend top 3"
6. Message: "Would you like me to add any of these to your cart?"

Example 2: Order Status Check

A playbook for customers checking their order status.

Flow:
1. Trigger: Intent or keyword detected
2. Condition: Is customer logged in?
   ├── Yes: Fetch recent orders automatically
   │   └── Message: "I found your recent orders: {{recent_orders}}
   │       Which order would you like to check?"
   └── No: Message: "Please provide your order number (e.g., #12345)"
       └── Action: Collect order_id input
3. Action: Lookup order status
4. Condition: Order found?
   ├── Yes: Message: "Your order {{order_id}} is {{order_status}}.
   │       {{tracking_info}}"
   └── No: Message: "I couldn't find that order. Please check the
       number and try again, or contact support@store.com"

Example 3: Size Guide Help

A playbook specifically for product pages that helps with sizing.

Flow:
1. Trigger: On product page + size keyword
2. Action: Fetch product size guide
3. Condition: Size guide exists?
   ├── Yes: Message: "Here's the size guide for {{product_name}}:
   │       {{size_chart}}"
   │   └── Message: "What size do you normally wear?
   │       I can help you find your best fit."
   └── No: Message: "This product doesn't have a specific size guide.
       Standard sizing applies. What size do you usually wear?"
4. AI Response: "Based on their answer, provide personalized
   size recommendation"

Testing Playbooks

Always test your playbooks before activating them for customers.

Using Test Mode

1. Enable Test Mode

   In the playbook editor, click the Test button in the toolbar.

2. Enter Test Input

   Type messages that should trigger your playbook.

3. Review Flow

   Watch how the playbook executes, see which nodes are triggered, and verify responses.

4. Check Variables

   Verify that dynamic variables are being replaced correctly.

Testing Checklist

• ✓ All triggers fire correctly
• ✓ Conditions evaluate as expected
• ✓ Variables display correct values
• ✓ Messages are grammatically correct
• ✓ Flow ends properly (no dead ends)
• ✓ Edge cases are handled
• ✓ Works for both logged-in and guest users

Managing Playbooks

Enabling/Disabling Playbooks

Each playbook has an Active toggle that controls whether it's live:

• Active (ON): Playbook is live and will trigger for customers
• Inactive (OFF): Playbook won't trigger but remains saved for later use

Priority Order

When multiple playbooks could match a customer's message, the system uses priority order:

1. Playbooks are evaluated in the order shown in your list
2. The first matching playbook executes
3. Drag and drop playbooks to reorder priority

Duplicating Playbooks

To create a variation of an existing playbook:

1. Click the ⋮ menu on the playbook card
2. Select Duplicate
3. Edit the copy as needed
4. Rename to distinguish from the original

Deleting Playbooks

To delete a playbook:

1. Click the ⋮ menu on the playbook card
2. Select Delete
3. Confirm the deletion

Best Practices

Design Guidelines

• Keep it conversational: Write responses like a helpful human, not a robot
• Be specific with triggers: Avoid overly broad keywords that match too many queries
• Provide escape routes: Always offer ways to reach human support
• Use quick replies: Offer clickable options when choices are limited
• Limit depth: Avoid flows deeper than 5-6 steps to prevent frustration

Performance Tips

• Test regularly: Review playbook performance monthly
• Monitor analytics: Check which playbooks are triggered most often
• Update seasonally: Adjust for sales, holidays, and promotions
• Gather feedback: Use customer feedback to improve flows

Common Mistakes to Avoid

• ❌ Triggers that are too broad (matching everything)
• ❌ Dead ends with no way forward
• ❌ Overly long messages that overwhelm customers
• ❌ Missing fallback for unexpected responses
• ❌ Not testing with real scenarios
• ❌ Forgetting to update after policy changes

Troubleshooting

Playbook Not Triggering

• Verify the playbook is set to Active
• Check trigger keywords/conditions are correct
• Ensure no higher-priority playbook is matching first
• Test the exact phrase customers are using

Variables Not Replacing

• Check variable syntax: {{variable_name}}
• Verify the variable exists for the context (e.g., cart_total only works with cart)
• Test with a logged-in user for user-specific variables

Conditions Not Working

• Review condition logic carefully
• Check data types match (string vs number)
• Use test mode to see actual values at runtime
• Simplify complex conditions to isolate issues