Create a playbook
Navigate to Integrations and open the Playbooks tab. Click Create playbook to choose your starting point.Start from a recipe
Recipes are pre-configured playbooks for common use cases. Select a recipe from Popular recipes or click Browse all recipes to see the full gallery. Recipes are available for Slack, Email, HubSpot, Salesforce, and Marketo. If the recipe uses an integration you haven’t connected yet, Navattic starts the connection flow before opening the builder. Some recipes need input before they open, such as a Slack channel or an email address. Fill in the required field, then click Confirm to open the builder with those settings pre-filled.Start from scratch
Click Blank playbook to open the builder with an empty When card and an empty Then card.The When/Then builder
The builder has two sections: When and Then.When
The When card defines the audience that triggers the playbook.- Choose a scope: Visitor or Account. Switching scope clears the audience and all actions.
- Select a preset or a saved audience:
- Visitor presets: Everyone, Identified, Engaged, Repeat
- Account presets: Everyone, Engaged, Multiple visitors
- A live count shows how many visitors currently match: “N visitors match · X% of all visitors.”
Then
The Then section contains one card per action. Each card lets you configure the integration, the action type, and any required fields. Click Add action to open the action menu. Actions are grouped by integration. If an integration isn’t connected, a Connect badge appears. Click it to connect without leaving the builder.Save and activate
Click Save to save the playbook. The Save button is disabled until the playbook has an audience and at least one action with all required fields filled in. A tooltip explains what is still missing. Use the Active/Inactive toggle at the top of the builder to turn the playbook on or off. The toggle state is saved when you click Save.Playbook health
Each playbook in the table shows a health chip when something needs attention:
Address broken playbooks promptly: their actions are not running.
Test run
To test a playbook without waiting for real visitor traffic, open it in the builder and select Test run from the overflow menu. The overflow menu is the three-dot icon next to the Active/Inactive toggle. Test runs appear in the Runs view with a Test badge.Replay
Use Replay to send past visitor and account data through a playbook retroactively. Open the playbook and select Replay from the overflow menu. Set the start and end dates and the delay between sessions, then confirm.Runs
The Runs tab inside a playbook shows its run history. Each row includes the visitor email, status, audience match, started time, and duration. Statuses: Completed, Failed, In progress, Queued, Initiated, Did not run, Hidden account. A stats strip at the top shows total runs, success rate, failed count, and median duration for the selected date range (default 30 days). Use the search box to filter by visitor email or playbook name, and the status filter to narrow the list. Click a run row to open the detail drawer, which shows an activity timeline with each action as a step. Failed steps open by default. Use Show debug to see more detail, or Copy logs to share with support.Audiences
Audiences are saved visitor and account filters. They are created and managed in the Audiences tab of the Integrations hub.Default audiences
These audiences are created automatically for every workspace: Visitor audiences
Account audiences
Create a custom audience
In the Audiences tab, click Create audience. Name the audience, choose a scope (Visitor or Account), and build your filters. A live members table shows who currently matches. Click Create audience to save. You can also use Describe your audience (Copilot) to generate filters from a plain-text description. Review the generated filters before saving. Editing an audience that is used by active playbooks triggers a confirmation: the change affects all playbooks using it.Actions reference
Playbook actions run when a session ends. Actions are available at the visitor level and, for Account Based Engagement, at the account level.Visitor-based actions
Account-based actions
Account-based actions require Account Based Engagement. Contact success@navattic.com to learn more.Sync modes
The following sync modes are available on CRM actions:
Timeline events contact sync mode (HubSpot only)
When using the HubSpot Timeline events action, an additional Contact sync mode controls whether Navattic creates new HubSpot contacts:
- All visitors (create contacts): Timeline events attach to the contact record, creating it if one doesn’t exist.
- Only existing contacts: Timeline events only send for visitors who already have a matching contact in HubSpot.
FAQs
Why does my new playbook show 0 runs?
Why does my new playbook show 0 runs?
Playbook runs are not recorded retroactively. A new playbook starts counting from when it was created. Use Replay to process past sessions.
Can I retroactively run a playbook?
Can I retroactively run a playbook?
Yes. Open the playbook in the builder and select Replay from the overflow menu. Set the start date, end date, and delay between sessions.
Why isn't internal traffic generating a playbook run?
Why isn't internal traffic generating a playbook run?
If you have Hidden Accounts configured to exclude your domain, internal sessions are filtered out. To test, use Test run from the builder’s overflow menu instead of browsing the demo yourself. To check Hidden Accounts, go to Settings > Hidden Accounts.When a session from a hidden domain does trigger a run, the run shows a Hidden account status instead of Completed.
How do I prevent duplicate Slack messages?
How do I prevent duplicate Slack messages?
After selecting Send visitor message to Slack as the action, toggle on Only first session. This sends the alert only on a visitor’s first session.
I can't see my Slack channel when creating a Slack playbook.
I can't see my Slack channel when creating a Slack playbook.
Make sure the Navattic bot has been added to the channel. Send
@navattic in the channel to add it. Also confirm you are a Slack admin and the channel is public. Use the Use ID toggle to search by channel ID if the name doesn’t appear.How can I use webhooks to send data to Zapier?
How can I use webhooks to send data to Zapier?
Use the Webhook integration with a Zap URL. See Zapier’s documentation for setup steps.
When exactly does a session end?
When exactly does a session end?
A session ends when a visitor navigates away from the demo or closes the page. As a fallback, Navattic checks all open sessions every 15 minutes and closes any that have had no activity in the past 30 minutes, using the time of the last activity event as the close time.