A playbook is a ready-made setup for Voice Assist. It tells your AI agent how to answer your calls, such as when to pick up, who to transfer callers to, and whether to offer a live person. Choosing a playbook during onboarding gets your agent live faster, so you can start answering calls without building call flows by hand.
Before You Begin
- Voice Assist plan: You need an active Voice Assist plan.
- Business Profile: Complete your Business Profile so Voice Assist can answer questions about your business. If you have a website, add it to your Business Profile so Voice Assist can scrape your business details during setup.
- Call recording: Call recording must be turned on for your account and in the call flow where Voice Assist answers.
Set Up Your Playbook
Change Your Playbook
Frequently Asked Questions
What happens to my settings when I change playbooks?
Changing a playbook replaces the settings from your previous playbook. Review your transfer keywords, intake questions, and custom questions after you switch.
Can I edit my playbook after I set it up?
Yes. You can change the transfer keywords, intake questions, and custom questions at any time. Your playbook is marked as Modified from preset after you make changes. [Confirm: exact label]
Does my playbook affect text messages?
Playbooks control how Voice Assist handles calls.
What happens if I forward my number to another number or call flow?
If you forward your number to another number or call flow, your playbook is no longer selected. Select a playbook again to turn it back on.
Troubleshooting
My business details are wrong after the automatic fill
Try the fill again from the setup page. If the details are still wrong, contact CallRail Support and ask them to help you enter your business details manually.
My business was placed in the wrong industry
During onboarding, select the link Change industry from ___ to continue with the general setup.