Playbooks

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A playbook is a playbook template applied to one customer: a fixed series of stages, each with its own tasks. Use it for repeatable work such as onboarding or a renewal run-up.

Apply a playbook to a customer

Go to Projects › Playbooks (or the Playbooks tab on a customer’s page) and click Add playbook.
Under Customer, pick the customer. On a customer’s page this is already filled in.
Under Select a playbook, pick the template.
Click Apply playbook, then click again on Apply this playbook? to confirm.

The playbook starts right away:

You become its Owner (the assigned CSM).
The first stage begins, and its tasks are created and assigned to you.
The playbook’s due date is the start date plus the estimated days of all its stages.

No template fits? Add new playbook in the same window opens the template builder.

The playbook page

Click a playbook in the list to open it. At the top you see its name, the customer, and a status: In Progress, Overdue or Completed. Below that:

Description, from the template.
Owner, with Switch to hand the playbook to someone else.
Shared with: the other members of the playbook’s team.
Date applied.
Counters for Open tasks, Completed tasks and Overdue tasks.

The tabs:

Tab	What it’s for
Tasks	The tasks of a stage. Use Previous stage and Next stage to move between stages. Each stage shows Stage Progress, days In stage and days Until due.
Timeline	All stages and tasks on a timeline, as a List or a Gantt chart.
Discussions	Messages for the playbook team. Type `@` to mention someone; they get a notification.
Team	Who works on the playbook. See Team below.
Files	Files attached to the playbook. Upload file adds one.

Work through the tasks

Tick the checkbox on a task to complete it. You’re asked for a short completion note; click No comment to skip it. Tick it again to reopen the task.
Add task adds an extra task to the stage you are looking at.
Each task’s menu has Manage (open and edit it), Mark as Completed and Delete.

Playbook tasks are assigned to the playbook owner and get Medium priority. You can reassign them. For dates, reminders and editing, see Tasks.

Complete a stage

On the Tasks tab, go to the current stage.
Click Complete stage.
Confirm with Complete. All tasks of the stage are marked as completed, including any still open.

The next stage starts immediately, and its tasks are created. On the last stage the button reads Complete playbook: completing it marks the whole playbook completed.

Change the owner

Click Switch next to Owner, pick a person under Search team member, and click Switch. The playbook moves to the new owner’s lists. You can’t switch the owner of a completed playbook.

Team

The Team tab lists everyone on the playbook. To add someone, click Add member, choose Team member (a colleague) or Customer contact (a person at the customer), pick them, and click Add. Remove someone with the remove icon next to their name.

Colleagues on the team are listed under Shared with and get playbook notifications such as New message in playbook.
Assigning a playbook task to a colleague who isn’t on the team adds them to it.
Adding a customer contact shares the playbook with your customer. See Share a playbook.

View-only users can’t be added to a team.

Pin, remove

The menu next to a playbook in the list has:

Manage: opens the playbook.
Pin for Customer / Unpin: pins this playbook on the customer. Completing a pinned playbook unpins it.
Delete: “This action will remove all associated stages and tasks.” If the playbook was shared, your customer loses access first.

Notifications

Playbooks send these notifications (each one can be turned on or off in Notification settings):

Playbook Stage Approaches Due Date: to the owner, one day before a stage is due.
Playbook Stage Completed: to the owner.
Tagged in playbook: when someone mentions you in Discussions.
New message in playbook: to the playbook’s team, except the person who wrote it.
Task Assigned and Task Approaches Due Date: see Tasks.