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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Playbooks

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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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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.
| Message | Description | | ------- | ----------- | | Running action | Playbook action has started running | | Initiating [X] actions | Playbook was triggered and the actions associated with it have been deployed (not necessarily started yet). | | Playbook has been initiated | Playbook was deployed (not necessarily started yet) | | Contact synced successfully | HubSpot contact finished syncing successfully. | | Timeline events ([X]) sent successfully | Timeline events were successfully created for the HubSpot contact corresponding to the session | | Company synced successfully | Action for syncing the company completed successfully | | Successfully synced contact to Marketo cookie | Marketo cookie was found for visitor and was successfully synced to the Marketo program | | Successfully synced Pardot prospect | Sync prospect to Pardot was completed successfully. | | Successfully synced lead/contact in Salesforce | Syncing Salesforce lead/contact completed successfully. | | Successfully synced Salesforce account | Syncing Salesforce account completed successfully. | | Successfully sent event to Segment | The session event was successfully sent to Segment. | | Successfully sent Slack message | The session event was successfully sent to Segment. | | Successfully sent event to webhook | The session event was successfully sent to the Webhook. | | Did not run because the company did not match the audience | Company playbook was triggered by a session, but the session did not match the audience. | | Did not run because the visitor did not match the audience | Visitor playbook was triggered by a session, but the session did not match the audience | | Did not run because email and HubSpot cookie were missing for visitor | Sync contact or timeline events was triggered for HubSpot, but the session does not have an email or a HubSpot cookie associated with it, so a contact could not be found or created | | Did not run because contact does not already exist in HubSpot | HubSpot sync contact action was triggered with update only sync mode, but the contact does not already exist in HubSpot, so there is nothing to update | | Did not run because there are no company field mappings specified | Company sync action was run, but the integration configuration does not specify any field mappings, so there is nothing to do | | Did not run because domain could not be found for the company | Company sync action was run, but there is no company domain associated with the company, so syncing cannot be done. | | Did not run because company does not already exist in HubSpot | HubSpot sync company action was triggered with update only sync mode, but the company does not already exist in HubSpot, so there is nothing to update | | Did not run because email could not be found | Sync visitor was triggered for Marketo/Pardot/Salesforce/Slack, but the session does not have an email associated with it, so syncing cannot be done. | | Did not run because visitor does not exist in Marketo program | Sync Marketo visitor action was run with update only sync mode, but the visitor does not already exist in the Marketo program, so there is nothing to update. | | Did not run because prospect does not already exist in Pardot | Sync Pardot visitor action was run with update only sync mode, but the visitor does not already exist in the Pardot instance, so there is nothing to update. | | Did not run because lead/contact does not already exist in Salesforce | Sync Salesforce lead/contact was run with update only sync mode, but the lead/contact was not found in the Salesforce instance, so there is nothing to update. | | Did not run because company name could not be found | Sync Salesforce account was run, but a company name was not found associated with the session which is required for Salesforce account matching, so syncing cannot be done. | | Did not run because account does not already exist in Salesforce | Sync Salesforce account action was run with update only sync mode, but there was no matching account found in the Salesforce instance, so there is nothing to update. | | Did not run because this is not the first session for this visitor | “Only first session” is enabled for this playbook action, and it has already been run for this visitor, so it should not be run again. | | Did not run because this is not the first session for this company | “Only first session” is enabled for this playbook action, and it has already been run for this company, so it should not be run again. | | Did not run because company account could not be found | Slack account notification action was triggered, but no company was associated with the session, so no notification is sent. |
MessageDescription
Playbook was run but is not activePlaybook was triggered but it is not set as active.
Playbook company audience was not foundCompany audience associated with playbook was not found in the workspace.
Playbook visitor audience was not foundVisitor audience associated with playbook was not found in the workspace.
Workspace does not have Account-Based Engagement enabledAccount playbook was triggered to run, but the workspace does not have access to ABE.
Playbook does not have an audience setPlaybook was triggered to run, but does not have an audience saved with it.
Unexpected error encountered when running playbookSorry, we don’t know what went wrong, but we are investigating!
Failed to initialize HubSpot clientCould not connect to the workspace’s HubSpot instance.
Failed to update contactSomething went wrong when updating the HubSpot contact.
Failed to upsert contactSomething went wrong when upserting the HubSpot contact.
Invalid sync modeAn unsupported sync mode was provided to a sync playbook action.
Failed to send timeline eventsSomething went wrong when creating HubSpot timeline events.
Failed to update companySomething went wrong while trying to update the company.
Failed to upsert companySomething went wrong while trying to upsert the company.
Failed to get Marketo programCould not find the Marketo program associated with the playbook action.
Failed to check if visitor exists in Marketo programSomething went wrong while checking if the visitor already exists in the Marketo program.
Failed to sync visitor to Marketo programSomething went wrong while syncing the visitor to the Marketo program.
Found cookie but failed to sync contact with cookieMarketo cookie was found for the session, but something went wrong when syncing the session to the Marketo program.
This playbook action is not yet supportedAn unsupported playbook action was triggered.
Failed while checking for existing Salesforce lead/contactSync Salesforce lead/contact action was run with update only sync mode, but something went wrong while checking the Salesforce instance for an existing lead/contact.
Failed while updating existing Salesforce lead/contactSomething went wrong while updating the Salesforce lead/contact.
Failed to upsert Salesforce accountSomething went wrong while upserting the account in Salesforce.
Failed while creating new Salesforce lead/contactSomething went wrong while creating a new Salesforce lead/contact.
Failed while checking for existing Salesforce accountSync Salesforce account was run with update only sync mode, but something went wrong while checking for a matching account in the Salesforce instance.
Failed to update Salesforce accountSomething went wrong while updating the account in the Salesforce instance.
Failed to send event to SegmentSomething went wrong while sending the event to Segment.
Failed to send Slack messageSomething went wrong while sending the message to the Slack channel.
Failed to send event to webhookSomething went wrong while sending the event to Webhook.