Now that you know where to find your playbooks, and know what playbooks are available and how they are viewed, you may like some inspiration on how you may want to utilize certain playbooks to help your Service teams.

Suggested Prerequisites:

• Where will I find my playbooks and how can I start building them?
• How do I know who will see my playbooks?
• What are the different types of Chat Playbooks?

In this article, we'll go over:

• Using the Start from Scratch playbook to help your customer self serve
• Using the Skip the Form playbook to connect your visitor to support

Using the Start from Scratch playbook to help your customer self serve

 To begin setting up a Start from Scratch Playbook:

1. Go to Playbooks
2. Select Create Chat Playbook > Bot / Live chat
3. From the Playbook Marketplace select Engage All
4. Enter your targeting info to match who should see this playbook.  
5. Select Bot Flow to modify the template to suit your needs.

This playbook provides you a blank slate to build a workflow however you like, however; we strongly suggested in using the Article Lookup skill in your bot flow.  To add this to your Bot flow, click and drag the Article Lookup skill from the Get Help node on the left hand side of the Flow Builder.  For more information on using the Article Lookup skill with your help center, we strongly suggest reviewing Bot Skill: Article Lookup and Ticket Creation

Using the Skip the Form playbook to connect your visitor to support

To begin setting up a Skip the Form Playbook:

1. Go to Playbooks
2. Select Create Chat Playbook > Bot / Live chat
3. From the Playbook Marketplace select Skip the Form Playbook
4. Enter your targeting info.  This playbook is most often used on Support pages, so it's suggested to use the Visitors who match the following conditions option and enter the URL of your Support page.
5. Select Bot Flow to modify the template to suit your needs.

The bot template for this playbook will be preloaded with dialogue choices for you to modify to suit your own needs.  Depending on how large your Support team is, you can use pre-qualifying questions such as "What region are you in?" or "Which Product are you using" to direct your site visitor to whichever support team would be best suited to support your customer.