Playbooks are a combination of integration operations that are executed conditionally based on preconfigured Audiences.

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 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.

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.

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).

Account-based actions are available if you have Account Based Engagement enabled. Contact [email protected] if you would like to learn more about Account Based Engagement.



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

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

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.

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.

To avoid duplicate messages in Slack, toggle on Only first session after selecing 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.