PlayBooks¶

The Playbook tab offers structured guidance for handling customer interactions.

PLAYBOOK_HEADER_TEMPLATE¶

This event displays the following header icons for the playbook tab:

Bulb Icon: Displays the count of dynamically triggered playbooks.
Default Enabled Playbooks: Includes the primary and dynamic playbook lists.
Proceed to Close Button: Closes the playbook.
Current Running Playbook Name and Step Name: Displays the playbook details.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_HEADER_TEMPLATE'){
        //customize html if required
       }
});

PLAYBOOK_BODY_TEMPLATE¶

Contains the steps configured for the selected playbook and stage.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_BODY_TEMPLATE'){
        //customize html if required
       }
});

PLAYBOOK_EMPTY_TEMPLATE¶

Displays a message prompting the agent to select a dynamic playbook when no primary playbooks are enabled.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_EMPTY_TEMPLATE'){
        //customize html if required
       }
});

PLAYBOOK_PRIMARYLIST_TEMPLATE¶

Displays enabled primary type playbooks.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_PRIMARYLIST_TEMPLATE'){
        //customize html if required
       }
});

PLAYBOOK_DYNAMICLIST_TEMPLATE¶

Displays enabled dynamic type playbooks.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_DYNAMICLIST_TEMPLATE'){
        //customize html if required
       }
});

PLAYBOOK_STAGE_DROPDOWN_TEMPLATE¶

Displays the list of stages configured for it.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_STAGE_DROPDOWN_TEMPLATE'){
        //customize html if required
       }
});

PLAYBOOK_TRIGGERED_LIST_TEMPLATE¶

Displays dynamic playbooks that are triggered dynamically based on agent or user responses.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_TRIGGERED_LIST_TEMPLATE'){
        //customize html if required
       }
});

PLAYBOOK_SEND_EVENT¶

Triggers when the Send button of a specific step in the playbook body is clicked.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_SEND_EVENT'){
        //customize html if required
       }
});

PLAYBOOK_COPY_EVENT¶

Triggers when the Copy button of a specific step in the playbook body is clicked.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_COPY_EVENT'){
        //customize html if required
       }
});

PLAYBOOK_CONFIRMATION_YES¶

Triggers when the Yes button is clicked of Yes/No button for a specific step by the agent.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_CONFIRMATION_YES'){
        //customize html if required
       }
});

PLAYBOOK_CONFIRMATION_NO¶

Triggers when the No button is clicked of Yes/No button for a specific step by the agent.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_CONFIRMATION_NO'){
        //customize html if required
       }
});

PLAYBOOK_OPENED_EVENT¶

Triggers when a playbook (primary or dynamic) is selected from the list.

aaWindowInstance.on('PLAYBOOK_OPENED_EVENT', (payload) => {
  //capture event while opening the checklist
});

PLAYBOOK_RESUME_EVENT¶

Triggers when an opened playbook resumes after being paused due to another running playbook.

aaWindowInstance.on('PLAYBOOK_RESUME_EVENT', (payload) => {
  //capture event while Resuming the checklist
});

PLAYBOOK_STEP_CLOSED_EVENT¶

Triggers when:

Send/Copy buttons are clicked.
Yes/No confirmation buttons are clicked.
Step based on agent or user utterance is closed (if configured).

aaWindowInstance.on('PLAYBOOK_STEP_CLOSED_EVENT', (payload) => {
  //capture event while closing the step
});

PLAYBOOK_PROCEED_TO_CLOSE_EVENT¶

Triggers when the Proceed to Close button is clicked to close the primary playbook.

aaWindowInstance.on('PLAYBOOK_PROCEED_TO_CLOSE_EVENT', (payload) => {
  //capture event while Clicking on proceed to close button (closing the primary checklist)
});