Playbook

The playbook is what the agent knows about its job. The tab is named for the kind: Sales playbook, Reception desk, Booking playbook, Qualifying playbook, Support playbook, Survey script and so on.

What you sell

The product or service and the prices it may mention, one fact a line. Labelled for the job ("What the business does" for a receptionist).

Objection handling

How to answer the pushback it'll hear, one a line. Labelled for the job ("Tricky calls" for a receptionist).

Rules

Things it must never say or promise, one rule a line.

First question

On calls it makes, asked word for word once they've said they have a minute. Leave blank to let the agent choose.

Your own sections

Add sections with a title and text, such as current promotions or a script for a tricky situation.