Playbooks

What are Playbooks?

Playbooks are automation workflows that run when something happens in your CRM, Pipelines, social accounts, or payment system. A playbook chains triggers, optional filters, and a sequence of actions into a repeatable process so your team does not have to remember every follow-up step.

Triggers (14 types)

• Pipeline: opportunity_created, opportunity_updated, opportunity_stage_changed, opportunity_stage_won, opportunity_stage_lost, opportunity_reopened
• CRM: contact_created, contact_tagged, form_submitted
• Social: comment_on_post (keyword filtering; Instagram, Facebook, YouTube or all), new_follower (platform filter)
• Payments: payment_received (currency/amount/event filters)
• External: inbound_webhook (token-secured URL)
• Manual: manual_start via REST API or MCP

Actions (19 built-in)

• CRM: add_tag, remove_tag, bump_lead_score, set_custom_field, log_contact_note, log_opportunity_note
• Pipeline: move_opportunity, assign_to_user
• Comms: send_email, send_dm, send_internal_notification, webhook. Every send_email ends with your brand name and an unsubscribe link, and skips contacts marked do not disturb, contacts who unsubscribed, and addresses that bounced or complained. After a comment, send_dm replies publicly under it; with private_reply on, its message goes to the commenter privately on Instagram and Facebook as a private reply (Meta allows one per comment, within 7 days of it), and public_reply is posted under the comment once that is through. On YouTube it is always a public reply.
• Control flow: wait, if_else, goto_step, split_test, text_formatter, for_each
• Utility: noop

Goals (exit conditions)

Goals terminate in-flight runs early when a target state is reached. For example, a drip sequence waiting 3 days between nudges exits immediately when the contact buys. Goals use the same condition DSL as if/else branching.

Rate limiting

• max_runs_per_hour: caps how many runs start per rolling hour
• drip_mode: caps outbound messages (email, DM) per hour
• MAX_STEPS_PER_RUN: 500-step ceiling prevents infinite loops

Where to find it

• Portal: /playbooks/ (list) and /playbooks/runs/ (history)
• REST API: /api/v1/playbooks/
• MCP tools: list_playbooks, start_playbook_for_contact