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Playbooks
You have the option to create Playbooks manually, selecting from default or custom audiences and actions, or you can generate Playbooks automatically by using Templates.

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Audiences

Audiences are filtered views of Visitors and Accounts that view your demos. These include filters for Time spent, Total sessions to detect repeat visitors, Total steps, and more. Create an Audience by adding Filters to your Visitors or Accounts tab and selecting Save. The below Audiences are created by default with Playbooks. You can always create a new audience as well.

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Default Visitors audiences

AudienceDescription
Identified visitorsVisitors that have an email associated with them
Engaged visitorsVisitors who advance 1+ steps in your demo
Repeat visitorsVisitors with at least 2 unique sessions

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Default Accounts audiences

AudienceDescription
Engaged accountsCompanies with at least 1 engaged visitor
Accounts with multiple visitorsCompanies with >1 unique visitor

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Create a custom audience

To create an Audience, visit the Visitors tab to create contact-based audiences or the Accounts tab to create account-based audiences. Use Filters to select the Audience you’d like to create. Once you have added the necessary Filters click **Save **> Name your audience > Save. Now, when you create a Playbook, you will see this Audience appear in the dropdown under When visitor: Matches audience.
If you have created Audiences in the past, these Audience will already be available to use with Playbooks.

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Actions

We currently support 13 playbook actions outlined below. These actions are used to send visitor or account level data to the listed third-party tools. Playbook actions are run for individual visitor sessions when the session ends (i.e. when a visitor closes the page containing the demo or after 30 minutes of inactivity).

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Visitor-based actions

IntegrationsPlaybook Action(s)
HubspotSync contact, Timeline events
SalesforceSync contact, Sync lead, Submit session object
PardotSync lead
MarketoSync visitor
SlackSend visitor message
SegmentSegment event
WebhookWebhook event
EmailSend visitor message

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Account-based actions

Account-based actions are available if you have Account Based Engagement enabled. Contact success@navattic.com if you would like to learn more about Account Based Engagement.
IntegrationsPlaybook Action(s)
HubspotSync company, Timeline events
SalesforceSync account, Send notification to Opportunity Owner
PardotSync account
SlackSend account message
SegmentSegment event
WebhookWebhook event
EmailSend account message
Adding Marketo to a Playbook will allow you to choose which Marketo Program Visitors will sync to. Similarly, adding Slack to a Playbook will allow you to select the Slack channel to send visitors and/or account messages to.

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Sync mode

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Update and create

Update and create includes full sync functionality and will create new Visitor and/or Account records. It will also update existing ones if they exist for each matching session that triggers the Playbook.

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Only update existing

Only update existing will not create any net new Visitor and/or Account records, but will update existing ones for each matching session that triggers the Playbook.

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Only first session

When enabled, this action will only be triggered for the first session for that Visitor or Account.

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Timeline events contact sync mode

The HubSpot Timeline events action has an additional Contact sync mode option, separate from the sync modes above. When associating timeline events with contacts, you can control whether Navattic creates new HubSpot contacts:
  • All visitors (create contacts) — Default. Timeline events are attached to the visitor’s contact record, creating the contact if one doesn’t already exist.
  • Only existing contacts — Timeline events are only sent for visitors who already have a matching contact in HubSpot. No new contacts are created.
See Timeline events contact sync mode in the HubSpot integration docs for details.

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FAQs

Playbooks allow you to filter the Navattic Visitor and Account data that is sent to HubSpot, Salesforce, Marketo, and Slack by configuring different Audiences. For example, do you only want to send data for Repeat Visitors, Visitors who engage with specific demos, or Visitors from a specific industry?Playbooks also include detailed error logs to support thorough debugging of any failed Runs, which are sent whenever a Visitor or Account is detected viewing your demo. For example:
All existing field mappings to HubSpot, Salesforce, Marketo, and Slack will continue as-is (here are all available field mappings as a refresher). You may configure field mappings in your Navattic workspace > Settings > Integrations tab (no changes).All existing integrations will now have a corresponding “Playbook” visible in your Playbooks tab, which gives you visibility to the status of each integration. For example, if you were already sending identified Visitors and Accounts to HubSpot, you will see two corresponding Playbooks like this:
Playbook runs are not documented retroactively and will show “0 Runs” if your Playbook was created recently (i.e., around the time of this message). However, your integrations have been continuously syncing, and your new Playbooks will show more Runs soon as new Visitor or Account sessions are detected in your demos.
Yes, you can replay a Playbook to send past Visitor and/or Account data to your integrations. To retroactively run a Playbook, visit your Playbook in your Workspace > click the three dots next to the save button > Replay. Set the delay between sessions and the start and end dates for which you want to replay the playbook. See how to Replay a Playbook.
Use these steps to create new Playbooks and visit our Template Playbooks for inspiration!
You may continue connecting integrations in your Navattic workspace > Settings > Integrations tab. You can also navigate here by clicking the “Integrations” button in the Playbooks tab (shown below).
You can create a Playbook to setup routing rules to email specific sales reps by connecting the Email integration to your workspace. To setup the Email Integration, visit Playbooks > Integrations > Email > Connect. Once the Email Integration is connected, create a Playbook, select the Audience you would like to receive notifications for and choose Send visitor message to Email as the Action. You can then select the email you would like notifications to be sent to.
Tip: Create a custom audience using the advanced filters so that sales reps receive notifications for companies that match their ICP.
To avoid duplicate messages in Slack, toggle on Only first session after selecting Send visitor message to Slack as the Action.
A session ends and is marked as closed when a user navigates away from the demo or closes the page. Once a session is closed, the Navattic fields will be sent to the Integrations that are set up with the Playbook. In some instances, Navattic is not able to perfectly capture when a user leaves a demo, so there is a secondary condition based on user activity. Every 15 minutes Navattic checks all ongoing sessions, and if any of them have not had activity within the last 30 minutes (defined by having any activity events), they are marked as closed with the closing time equaling the time of the session’s most recent activity event.
If you’re unable to select the Slack channel while creating a Playbook, please ensure that the Navattic bot has been added to the channel. You can do this by sending the message @navattic in the Slack channel. Additionally, verify that you are a Slack Admin and that the channel is set to public. If needed, try searching for the channel using the “Use ID” toggle to locate it more easily.
Use the Webhook integration to integrate with a Zapier workflow by using a Zap URL. Learn more about triggering Zaps from webhooks.
If you are testing out your Playbook on a live demo and do not see a Playbook run come through, you likely have Hidden Accounts set up to exclude your domain. Instead, we recommend sending a test run by clicking the three dots in the top right corner next to Save > Test run. To confirm if Hidden Accounts is set up, visit your Workspace Settings > Hidden Accounts > Add Domains to exclude.