Topics

Overview

Playbooks are the engine cornerstone of journy.io. Every automated action being executed and every case being opened, comes from playbook activities (if not manually triggered).

Each Playbooks follows a certain execution path, with holds following elements:

• Definition

• Entry conditions

• Playbook actions

• Goal (and exit) conditions

• Goal reached actions

• Exit actions

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By setting correct parameter on each of these elements, a playbook can be set up in such a way, that following use cases can be supported:

1. Playbooks as simple trigger action. The moment a trigger is set for a certain audience, do something. E.g. Write something on Slack when account gets bad health score.

2. Playbooks as on-off switch. The moment a trigger is set for a certain audience, do something. The moment that same trigger is cleared, do something else. E.g. Add a case in journy.io inbox when PQL signal is set; remove the case when signal is cleared.

3. Playbooks as goal-driven sequence. The moment a trigger is set for a certain user, do something and wait until either a goal, or a time-out for that goal, is reached. E.g. Add a contact to a Salesloft sequence, when PQL signal is triggered; wait for maximum 3 weeks to convert to another [Customer] Stage. If that happens within the 3 weeks, post win message on Slack; if not, add task to HubSpot to follow up manually by another team.

And we built playbooks in such a way, that journy.io users can optimise them against maximum goal conversion, within playbook groups of goal-alike playbooks...

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Anatomy of a Playbook

journy.io's Playbooks have been constructed with simplicity in mind. The basic structure of any playbook consists of 5 elements:

• Entry Condition

• Main Actions

• Goal Conditions: optional

• Actions when goal was reached: optional

• Actions when goal was not reached: optional

Main actions are all being processed altogether when a user/account meets entry conditions. The playbook then waits until goal conditions are met, or optionally until a time-out, to then execute either goal-reached actions or goal-not-reached actions —again— altogether.

To set up a Playbook in journy.io, follow these steps:

Definition

You identify a playbook by its name, and indicates whether the playbook is active or not.

You can add playbooks to groups to indicate it belongs with other goal-alike playbooks. The result will be that you will get comparison graphs on entry and goal conversions between the different playbooks of the group.

Other identification settings include:

• Group: Group of goal-alike playbooks you want to put your playbook in. The result will be that you will get comparison graphs on entrance and goal conversions between the different playbooks of a same group.

Entry conditions

The entry conditions let you define the conditions when the playbook will start for given audience.

There are two options here:

• Accounts/Users can re-enter after x hours/days/months: Indicates whether an account/user can re-enter the playbook, and if set, after how many time. The minimum possible time is 1 hour.

• Allow existing accounts/users to enter playbook: Indicates whether the playbook is only active for new users, or for all users (if set).

Playbook main actions

Actions can be defined on user/account level and depends on the apps you've connected. If intercom was added, only then will you see Intercom actions such as 'Tag a user' and 'send event to user'.

Goal conditions and Exit options

The moment you've set entry conditions, you'll see the goal block appear. Clicking on the goal block will allow you to:

• Set goal conditions.

• Exit when entry conditions are no longer valid: When the entry conditions are not matched anymore, the account/user will jump to the exit section of the playbook, if option is set. Goal conditions still apply: If goal conditions matches before entry conditions are false, goal actions will be executed, not the exit actions anymore!

• Exit when goal not reached after period of time. When the option is set, the play will wait until a certain amount of time to goal conditions being matched. If this does not happen within given time, it will follow the exit path.

'Goal reached' actions and Exit actions

Based on you goal conditions, the play will either exit automatically without actions, reach a goal and execute goal actions, fail to reach goal or (still) entry conditions and execute exit actions.

Playbooks: examples and best practices