Playbooks

your workspace must have an integration connected before you can use playbooks overview playbooks are a combination of integration operations that are executed conditionally based on preconfigured audiences configuration 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 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 default visitors audiences audience description identified visitors visitors that have an email associated with them engaged visitors visitors who advance 1+ steps in your demo repeat visitors visitors with at least 2 unique sessions default accounts audiences audience description engaged accounts companies with at least 1 engaged visitor accounts with multiple visitors companies with >1 unique visitor 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 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) visitor based actions integrations playbook action(s) hubspot sync contact, timeline events salesforce sync contact, sync lead, submit session object pardot sync lead marketo sync visitor slack send visitor message segment segment event webhook webhook event email send visitor message 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 integrations playbook action(s) hubspot sync company salesforce sync account pardot sync account slack send account message segment segment event webhook webhook event email send 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 sync mode 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 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 only first session when enabled, this action will only be triggered for the first session for that visitor or account playbooks faqs how do playbooks differ from existing navattic integrations? 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 what happens to my workspace's existing integrations? 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 why does my new playbook show 0 runs? 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 can i retroactively run a playbook? 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 how do i create new playbooks? use these steps to create new playbooks and visit our template playbooks for inspiration! where do i go to connect new integrations? 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) how do i setup routing rules to email specific sales reps? 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 how can i prevent duplicate messages in slack? to avoid duplicate messages in slack, toggle on only first session after selecing send visitor message to slack as the action when does a session end? 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 i'm not seeing my slack channel populate when creating a slack playbook? 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 how can i use webhooks to send data to zapier? use the segment and webhook docid\ x7xc2kfgqbfqrkwhkov5b integration to integrate with a zapier workflow by using a zap url learn more about triggering zaps from webhooks why isn't internal traffic generating a playbook run? 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