Adaptive Playbooks
Your method, written once, follows each customer's path.
Your steps and your conditions fit in a Playbook. Each customer gets their own version, and their journey follows their choices.
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The path follows each customer's choices.
A condition reads a value from the journey or a date. A decision waits for a choice from someone on your team, or from the customer in their portal. What comes next starts from that choice.
Each customer has their version, your method stays put.
At the start, the journey gets its copy of the Playbook. Your CSM adds a step or a substep to it for this customer. When you publish a new version, an ongoing journey keeps its own.
Each step belongs to a role, on your side or the customer's.
The Playbook names its roles and assigns each step to one of them. At the start, you assign each role: a person or an AI Teammate from your team, a contact at the customer. Each one receives the steps of their role.
Each completed journey improves the Playbook.
SoonThe Brain keeps what worked. The Playbook Agents draw a new version from it, which your Head of CS or a CSM approves. The next customer starts from this version; an ongoing journey keeps its own.
- A journey ends.
- The Brain keeps what worked.
- The Playbook Agents suggest the next version.
- Your Head of CS or a CSM approves it.
What an Adaptive Playbook does
Conditions
An "If" block steers what comes next based on a journey value or the latest decision made. It also compares a date with today.
Decisions
Someone on your team, or the customer contact in their portal, chooses. The journey resumes on the chosen path.
Parallel paths
Several paths move forward at the same time; what comes next waits for all of them to finish, or for the first one.
Waits
The journey waits for a duration or a date before moving on.
Customer steps
Form to fill in, file to upload, email sent by the flow or written by your team, meeting. The outcome of a meeting can choose what comes next.
Roles on both sides
The Playbook names the roles, on your side and the customer's, and assigns each step to one of them. A journey waits until each role is assigned before it starts.
Template forms and emails
Your forms and your emails are templates, like your Playbooks. The Playbook brings them to the journey, with the pages of the customer's portal.
One version per customer
Each journey has its copy of the Playbook. Your CSM adds a step or a substep to it for this customer.
Published versions
A published version no longer changes. New journeys start from the latest one, and a launched journey keeps its own.
AI Teammate in the flow
A block gives a bounded instruction to an AI Teammate configured in your workspace, and what comes next depends on its result.
Playbook improvement
SoonThe Playbook Agents suggest a new version based on what worked; your Head of CS or a CSM approves it.
Unplanned meetings and requests
SoonA task promised in a meeting becomes a step, and an AI Teammate suggests the new order; your CSM accepts it.
Role skills
SoonYou give skills to a role on your team, and the AI Teammate that holds this role applies them.
See the Skills page