Playbooks

Playbook is a conversational dialogue that can be triggered based on various parameters.

Parameters that can trigger a playbook

  • Context - the current page the visitor is on.

  • Persona - the historical content engagement of the visitor

  • Action - Any event/action performed by user

Default Playbooks

IntelliTicks comes with three default playbooks

  1. FAQ - This is used to understand visitor queries and provide them with a relevant pre-trained responses.

  2. Transfer - This is a playbook which is used whenever AI Bots are not able to understand anything. They use this playbook to do a transfer to a human agent.

  3. Default - This is a default playbook which is the first entry point and is a general help playbook asking visitor if they have any queries.

Casual chit chat like "Hi", "Hello", "Ok", "Thank You", "Good morning", "Good day" etc are pre-loaded in FAQ playbook.

Here are the steps

  1. Navigate to AI builder from the leftmost panel.

  2. Scroll down to the playbook which you wish to attach to specific URL(s).

  3. On the right of the playbook, you will see a section with Event, Persona & Page Tag

  4. Add a unique value to this Page Tag (Any text can be used).

  5. Now, Navigate to Settings from the leftmost panel.

  6. Select URLs tab from the Top bar.

  7. You will see a section named URL Playbook Mapping

  8. This section lets you map the URLs to Playbooks via Events.

  9. Download the Sample URL file from this section (a CSV file)

  10. Open the file, you will see these 5 columns

    1. url - the URL where you wish to have a different playbook. (You can use prefixes)

    2. interests (optional) - Any comma separated list of values depicting what kind of content is there in this URL, these values help create the interest cloud

    3. personas (optional) - Any comma separated list of values depicting what kind of target persona the URL content is for, these values help create a persona profile of the visitor

    4. event - Here you add the Page Tag with which you want to associate the URLs

    5. match_type - This defined kind of match to do for URLs. Possible values are

      1. EXACT

      2. PREFIX

  11. Add the URL, event and match_type entry using URL which you want to map with the playbook, page tag from step 5 as event and a relevant match_type.

  12. Once done, Save the file and use Import from URL Playbook Mapping section to add these mappings,

  13. You are done.

How to test a playbook?

  1. Navigate to AI builder from the leftmost panel.

  2. Scroll down to the playbook which you wish to test.

  3. Click on the 1 Dialogue button on the playbook.

  4. Click on the View button in front of the Dialogue

  5. Inside the Playbook Panel, on the top you will find the Test button.

  1. Navigate to AI builder from the leftmost panel.

  2. Scroll down to the playbook which you wish to test.

  3. Click on the 1 Dialogue button on the playbook.

  4. Click on the View button in front of the Dialogue

  5. Inside the Playbook Panel, on the top you will find a Share button.

  6. Click on Share, you will find the direct link for the playbook