How to Set Up and Use Playbooks for Chat

Crystal Field Updated by Crystal Field

Live Chat is a fast and friendly way to address questions and capture new leads directly from your website.

About's chatbot Live Chat includes an AI chatbot that assists agents in providing fast, accurate, and comprehensive answers when they answer chats on your website. Our chatbot can also addresses your web visitors 100% of the time, automatically.

Chatbots can be trained in two ways: Q&A and Playbooks. See more information on Q&A training.

What is a playbook?

For business owners, playbooks are an incredible tool that can be used to qualify leads, relay specific information, gather intake, book appointments, offer promotions, and more. You can use them to address common concerns and collect contact information in the same conversation.

With playbooks, your chatbot personalizes the direction of the conversation (like a choose your own adventure). To the engaged visitor, your chatbot will seem to understand context. As an example, here's how a typical family law firm might set up their playbook:

All web visitors are asked what type of legal services they need. Person A is getting divorced, so they are directed to intake questions and given a link to schedule a consultation. Person B needs a DUI lawyer, so they are offered a referral to the local bar association.

Below are a couple of other use cases:

  1. Create a lead qualification playbook. You can ask your web visitor what products or services they're looking for, and if it's a fit with your business, book the consultation immediately:

  1. Want to drive potential clients to a free offering? Create an opt-in playbook:

How to set up a playbook

  1. Sign in to your Chat account. Click on the bot icon.
  2. Select Playbooks.
  3. Select "+ New Playbook"
    Each new account comes with a "Default" playbook to help you get started. You can find it in the drafts section.
  4. Give your new Playbook a name and press Get Started.
  5. Use the Playbook Designer to build your playbook by adding steps and utilizing questions and messages.

Each "play" allows you to take the chat in a different direction. The possibilities are endless!

Questions? Contact us!

If you're already a client and need help, please email us at or call us at (650) 727-6484 for assistance.

If you're not yet a client, please schedule a free consultation to get started with our live chat or email us at We'll help you select the best plan to match your business’s growth goals and budget.

How did we do?

How to Set Up Q&A

How to Test your Chat, Q&A, and Playbooks