Playbooks: Concierge docs

Your best people know exactly how a job should be done. A playbook puts that method in writing: when to use it, the steps, the definitions and the format of the result. Turn it on for the agents that need it, and they follow it the same way every time.

Create a playbook

Open Playbooks

Go to Concierge > Build > Playbooks and click New Playbook.

Playbook Details

Enter a Title (for example, "Month-end subscription report") and When to use (for example, "When someone asks for the monthly subscription report"). Agents read these two fields to decide when the playbook applies, so be specific.

Instructions

Write the steps, definitions and output format to follow, the way you'd brief a new hire. Where they conflict, a playbook's instructions override the agent's standing instructions.

Save, then add files

Click Save. Then, under Files, click Add file to attach scripts or templates the agent can copy into its computer while it follows the playbook.

Choose the agents

Under Agents, switch the playbook on for each agent that should use it.

Publish

Set Status to Published and save. Only published playbooks are used.

How agents use playbooks

When a request comes in, the agent sees the title and When to use of each published playbook switched on for it, and opens the full instructions only when one fits.
The agent uses the version that existed when the request started. Edits apply to new requests; work already under way keeps its version.
A playbook guides how the agent works. It can't give the agent capabilities it doesn't have, and consequential actions still ask for approval.

Manage playbooks

The list shows each playbook's Title, Status, Consumers (the agents using it) and when it was Updated. Search by title or when to use.

Row menu: Edit, Publish or Archive, and Delete.
Select several to Publish selected, Archive selected, Enable for an agent, or Delete selected.
Statuses: Draft (not used yet), Published (in use) and Archived (kept but not used).

Playbooks you start with

Every workspace comes with published analysis playbooks for Operator Agents that can analyze your store data:

Cohort retention
Repeat purchase tiers
Customer lifetime value
RFM segments
Product affinity and baskets
Subscription analytics
Average order value trend
Refund analysis

They're yours to edit, archive or delete.

A good playbook

Keep When to use to one clear sentence. In the instructions, define any term that could be read two ways ("active subscriber means…"), and show the exact format you want back, such as the columns of a table.

Troubleshooting and FAQ

The agent isn't following my playbook

Check that it's Published, switched on for that agent under Agents, and that When to use describes the request. Archived agents aren't listed.

I can't add a file

Save the playbook first. You'll see "Save the playbook before adding files." until you do.

The editor says View only

Editing needs permission to manage Concierge conversations. Ask a workspace admin if the playbook needs to change.

Guides

On the product page

Playbooks