Playbooks: vertical knowledge for your bot

A playbook is a vertical knowledge package (spas, stores, bookings) that merges into your bot's agent. It doesn't replace your flow: it enriches the agent with industry instructions, tools and quick replies.

How to install

1. In the sidebar, go to Playbooks (or open /skills/browse).
2. Pick the playbook for your industry and press Install.
3. Select the target bot and confirm.

The installation creates a new bot version (visible in its version history). You can reinstall the playbook later to upgrade to a new version — it only replaces its own section, never touching your edits.

What changes in the bot

• Agent instructions: the playbook appends its guidance at the end, clearly marked as its own (you'll see it in the agent node in the builder).
• Tools: the industry tools are added (catalog, availability, human escalation).
• Quick replies: suggested buttons for your customers.

Available playbooks

Available playbooks depend on the catalog synced by the platform. If your industry isn't covered yet, the generic support playbook always works as a base.