AI Playbooks
Knowledge tells the AI what it can know. Playbooks tell it how to handle cases, what to ask, what not to promise, and when to hand off.
Human requesthandoff · human person representative manager agentRoute to a human teammate and summarize context.ActiveProduct recommendationproduct · recommend product sheets curtains comforter size materialUse product knowledge and ask a follow-up when preferences are missing.ActiveRefund risk handlingRefund · refund duplicate charge chargeback money backAcknowledge the issue and route to human review before promising money back.Active