Interact with Playbook

Interact with a real-time business workflow in Workspace. Agents can use Playbook to update records, upload attachments, and complete tasks across multiple workflow activities in line.

Playbook overview

The Playbook workspace experience provides fulfillers with visibility into cross-business workflows and the actionable tasks used to complete these workflows.

Playbooks may appear in the contextual side panel or in the related items of records configured with Playbook.
Activities that you must perform to complete the business workflow are displayed. You're able to see what you've done and what you must do to complete the playbook. You can collapse activities to display relevant activities, and expand them again.
Activities are typically performed sequentially. You can go back to those activities to complete them later, if necessary. Complete an activity and go to the next activity, or complete the playbook.

Default Playbook anatomy

Default Playbooks contain the following UI.

Playbook header: Shows the title of an activity set. Selecting the Playbook header expands the activity set so that you can see all activities nested under it. A check mark inside the Playbook header indicates that the activity set is complete.

Accordion and nested accordion: Click the accordion icons () to expand or hide the details of each stage.; The status indicator icon () identifies when the activities within the stage haven't started yet.; The status indicator icon with a check mark () shows that all activities within the stage are complete.
Activity Filter: Use the card filter icon () to filter a playbook.

Number of activities: See the number of activities and how many have been completed.
Activity card: See details about an activity in the playbook card which may include the status, SLA timer, form data, and attachments.

Playbook card icons

Click buttons, header icons, and header lists in an activity card to perform additional actions. These actions include the following.

Activity status
Card actions

Default activity properties

Default activities contain the following UI properties.

Interact with Playbook

Interact with a real-time business workflow in Workspace. Agents can use Playbook to update records, upload attachments, and complete tasks across multiple workflow activities in line.

Playbook overview

The Playbook workspace experience provides fulfillers with visibility into cross-business workflows and the actionable tasks used to complete these workflows.

Playbooks may appear in the contextual side panel or in the related items of records configured with Playbook.
Activities that you must perform to complete the business workflow are displayed. You're able to see what you've done and what you must do to complete the playbook. You can collapse activities to display relevant activities, and expand them again.
Activities are typically performed sequentially. You can go back to those activities to complete them later, if necessary. Complete an activity and go to the next activity, or complete the playbook.

Default Playbook anatomy

Default Playbooks contain the following UI.

Playbook header: Shows the title of an activity set. Selecting the Playbook header expands the activity set so that you can see all activities nested under it. A check mark inside the Playbook header indicates that the activity set is complete.

Accordion and nested accordion: Click the accordion icons () to expand or hide the details of each stage.; The status indicator icon () identifies when the activities within the stage haven't started yet.; The status indicator icon with a check mark () shows that all activities within the stage are complete.
Activity Filter: Use the card filter icon () to filter a playbook.

Number of activities: See the number of activities and how many have been completed.
Activity card: See details about an activity in the playbook card which may include the status, SLA timer, form data, and attachments.

Playbook card icons

Click buttons, header icons, and header lists in an activity card to perform additional actions. These actions include the following.

Activity status
Card actions

Default activity properties

Default activities contain the following UI properties.

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Interact with Playbook

Interact with Playbook

Playbook overview

Default Playbook anatomy

Default activity properties

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Interact with Playbook

Interact with Playbook

Playbook overview

Default Playbook anatomy

Default activity properties

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