Playbooks

A playbook is how Appricity follows up new leads. When a lead arrives from one of the playbook's sources, an agent starts the conversation within minutes, on WhatsApp or email, follows up if there's no reply, runs discovery when they answer, books a meeting when it's earned, and hands over to your team when it should.

How do I start?

In Work → Playbooks, choose New playbook and pick a starting point:

Website lead → WhatsApp intro (email if there's no number);
Form or webhook lead → email intro;
Imported list → email intro + one follow-up.

Every setting comes filled in with a recommended value and a reason. Change what you need; Reset to recommended puts any setting back. New playbooks start switched off, so nothing goes out until you Switch on.

What can I set?

When a lead arrives from: which lead sources trigger it.
Who writes: the agent, and What the agent sets out to do, a short brief in your own words.
How to reach them: the channels in order of preference (WhatsApp, email), and which numbers or mailboxes to send from. The agent uses the first channel the lead can be reached on.
Timing: how soon to contact new leads (15 minutes by default, always inside your contact hours and in the lead's own time zone), follow-ups if they don't reply (one after 48 hours by default, up to five), and when to stop (after 5 days by default).
Where conversations run.
Email the team about each new lead (on by default).

Is there anything special about WhatsApp?

A WhatsApp Business number can only open a conversation with an approved template, so the playbook asks you to pick one for the first message and to map its placeholders to the lead's name, interest, company or email. Without one, Business numbers are skipped for first contact. Linked phones and email don't need a template.

WhatsApp also needs the lead's consent; email doesn't.

Can I see the first message before it goes out?

Yes. Try it lets you invent a lead (a name, how to reach them, what they asked about) and See the first message. You can then reply as the lead and see how the agent responds. Nothing is sent, and nothing is stored.

How do I know it's working?

Each playbook shows the last seven days: leads, contacted, replied and meetings. Every lead's page shows where its conversation has got to.

Why wasn't a lead contacted?

The lead's page says why. The usual reasons are:

no channel the lead can be reached on;
no consent for WhatsApp;
they've opted out;
they're already in a conversation;
the playbook is switched off.

Can I add my own steps?

Yes. A playbook is a workflow underneath, and steps you add in its workflow (for example, a CRM update) run after the playbook's own.