Playbooks

What it is

Playbooks are pre-built, Voxie-approved templated flows (also called “flows”) that you can deploy and customize. They serve common use cases (like acquiring new subscribers, collecting profile information, compliance flows) so you don’t have to build every automation from scratch.

They live under the “Flows” section, and when you select “New Flow,” one of the options is to pick a Playbook from a gallery of templates.

Each Playbook shows a preview — what its purpose is, how contacts will progress, what types of Voxie elements it uses (segments, messages, delays, automations) — and you can then configure it for your specific needs.

Why it matters / Value Proposition

• Speed & consistency: Instead of designing flows from scratch, you start with a tested template and adapt it.

• Best practices built in: Because they are “Voxie-approved,” they already embed logic, compliance, and structure aligned with how Voxie intends flows to work.

• Ease of use for common tasks: Many repeatable use cases (opt-in flows, data collection, consent, etc.) are already available, reducing your workload.

• Customizable & editable: You can tweak contact filters, messages, delays, etc., so the Playbook adapts to your business context.

• Lifecycle control: You can activate, pause, edit, or delete a Playbook once deployed.

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New Playbook

In order to deploy a New Playbook within the Flows List, click on New Flow button and you’ll be prompted with the following selection, as part of this feature, we need you to keep Playbook option selected and click Next

You’ll be presented with Voxie verified use case templates that will be shown in a gallery format with a brief explanation as you can appreciate in the next capture:

The structure of each of the thumbnails aims to let you understand at a high level which is use case each playbook intends to solve for, as well as graphical representation of how contacts will flow through these playbook. more details bellow:

• Category Pill: This pill is the category assigned to the playbook, we as voxie categorized our common use cases as:
  • System Default: Those playbooks that are recommended from Voxie for compliance for example
  • Acquisition: Playbooks aimed to get Subscribers into Voxie
  • Zero-Party Data: These flows are meant to retrieve and store enriched information from contacts, in order to create more targeted campaigns
  • Segmentation (coming soon): Set of contact categorization for further segmentation, like contact engagement score
  • Marketing (coming soon): Pre-Built flows that are focus to drive revenue, through promotions, offers and brand advertisement.
  • Sales (coming soon): Playbooks set to act on inbound leads
  • Post-Purchase (coming soon): Common process to inform state of orders, cross-sell or upsell based on the former order, etc
  • Reviews (coming soon): Playbooks meant to have a sense of CSAT, and customer experience, including surveys, reviews, etc.
  • Loyalty (coming soon): Use Cases around Memberships, prizes and points, usually demand 3rd party integrations
  • Support (Icoming soon): Playbooks that can triage customer issues and push tickets to 3rd party CSMs
• Title: Name of the Playbook Template
• Explanation Text: Short description of the intention of the given playbooks
• Graph Representation: Color coded and Icon driven representation of the Voxie artifacts involved in the flow
  • Purple: Segments
  • Blue: Campaigns or Messages
  • Yellow: Automations
  • Gray: Wait Time

Once you’ve selected the desired playbook, you’ll be able to configure its behavior, messages and length depending on the particular selected template, more details in each one of them, that you’ll be able to check below:

Playbooks Configuration

All playbooks have a common number of steps that need input in order to launch them

Details

Metadata fields that help you identify the use case behind the deployed playbook

• Flow Name: Name of the playbook your are about to deploy
• Notes: Long Input text, for internal context collection

 

Contacts

Usually, depending on the selected Playbook, you are allowed to pick or filter the on contacts characteristics you want to enter this flow

• From: ability to define the Entry Points these contacts used to joined Voxie, we have two options, our most basic recommendation, and the ability for you to customize it
  • Recommended: Voxie defaults the Entry Points to:
    • API: All contacts that entered through an Integration Integration
    • Automated File Upload: All contacts that entered the platform through a SFTP file integration
    • Contact Collector: All contacts that entered either a Voxie pop-up or a form in your website that’s connected to us
  • Custom: pick the other Entry Points your Contacts entered the Platform through to be go through this flow as well
• Include Prior Matches: Define if this playbook will be collecting contacts retroactively or starting clean when you are about to deploy it.
• Matching: Additional Conditions that enables you to define the contacts that will enter this playbook
  • Custom Attribute Key & Value: define Key and Value that Contacts need to have in order to advance in the playbook
  • Custom Attribute Key: define the key a contact needs to HAVE or NOT HAVE to enter this playbook
  • Tag Name: define the Tag a contact needs to HAVE or NOT HAVE to enter this playbook

Messages

Messages are common across all Playbooks, they may be treated as Introductions, Questions or closing a conversation, but there a common behaviors:

• Message Placeholder: Voxie pre-fills your messages with our recommended verbosity
• Actions: You can also leverage Message Templates and Message Variables
• Emojis: Add Emojis to your message, remember it will increase the quantity of Credits it will consume
• Preview: Same preview feature present in all message builders across the platform

Delay

This allows you to delay the first message by a set number of days after a contact matches the parameters set in the previous step.

How many days should we wait?: Add 0 to 30 Days value to delay this playbook to act on contacts.

System Default

Compliance Automations:

Meant to handle inbound texts such as HELP and START, and how the platform needs to respond for each. you’ll be able to edit those Message Responses

You are not able to configure Contacts, since these playbooks are solely responsive for Inbound Texts

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Acquisition

Opt-In

Leverage Voxie experience to deal with compliance nuances around growing your subscriber list

Details and Contacts follow the Playbook commonalities

Messages

• Ask Consent: This is the First Message contacts will receive in an Opt-In flo

• Welcome and Terms of Texting: If the customer replies Y the contact will become Subscribed

In case the contact does not reply it will remain “No Preference” as Marketing and Transactional Subscription Status , preventing them to receive Marketing Communications,

In the scenario they reply No, they’ll be Opted-out for Transactional or Marketing Messages

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Zero-Party Data

Collect Name & Birthday

Ideal ice breaker conversation starter to collect profiling data for your contacts, starting with name which is key for engaging messages as well as birthday, and you can add as many questions you need after.

Details and Contacts follow the Playbook commonalities

Messages

• Introduction: We recommend starting the conversations with a proper introduction, you can add your name, your brand as long as you have it saved as a Teams Custom Attribute to make it more custom, nevertheless you’ll see the follow standard message.

⏳ Wait Time: In between this messages we wait 2 mins to avoid over spamming and provide a more human like experience

• Ask Name: We follow up by asking the contacts Name, if we already have we will updated it to the right format through our AI driven data collector.

• Ask Birthday: Once Name is collected, we ask for Contacts birthday, again date data will be collected by our AI engine.

In case you believe these initial questions are not needed, then you can deployed a Business Questions Data Enrichment process alone, that avoids the Intro and subsequent questions.

• Questions 1: This playbooks enables you to queue Questions around data you want to collect, the premise is that each question that’s answered will be stored as a Custom Attribute for future use.

  

  Answer Data Type: Define the Type of Answer you are expecting, depending on it, Voxie will let you know if it can be collected directly with our AI Engine:

Data Type	Description	Answer Name	Data Collection Method	Field Extraction	Multiple Choice
Name	Generic attribute Collector	Define Custom Attribute name	User Specification	Yes	Yes
Contact Name	First Name Automated Collection	Completes or Updates first_name field	AI Automated Field Extraction	Yes	NA
Company	Company Name collection	Define Custom Attribute name	User Specification	Yes	Yes
Number	Data Number type collection	Define Custom Attribute name	User Specification	Yes	Yes
Email	Email format Collection	Completes or Updates email field	AI Automated Field Extraction	Yes	NA
Date	Data format Collection	Define Custom Attribute name	User Specification	Yes	Yes
Location	Location format Collection	Define Custom Attribute name	User Specification	Yes	Yes
Zip Code	Zip Code format Collection	Define Custom Attribute name	User Specification	Yes	Yes
City State	City State format Collection	Define Custom Attribute name	User Specification	Yes	Yes
Street	Street format Collection	Define Custom Attribute name	User Specification	Yes	Yes

 

Answer Name [Optional]: If available, you need to define the Custom Attribute Key name, which the collection is going to fill the values to.

Answers Choice:

Field Extraction: If you pick this option, Voxie will try to normalize the answer, and add it to your defined Custom Attribute

Multiple Choice: If you pick this option, you’ll need to add all the possible options you want to collect as Custom Attribute

If you click Preview, message these options are going to be added directly into the Message

Custom Information Collection

Meant to collect Business Related profile data from your customers for future more targeted Marketing Campaigns

Details and Contacts follow the Playbook commonalities

Messages

• Questions 1: This playbooks enables you to queue Questions around data you want to collect, the premise is that each question that’s answered will be stored as a Custom Attribute for future use.

  

  Answer Data Type: Define the Type of Answer you are expecting, depending on it, Voxie will let you know if it can be collected directly with our AI Engine

Data Type	Description	Answer Name	Data Collection Method	Field Extraction	Multiple Choice
Name	Generic attribute Collector	Define Custom Attribute name	User Specification	Yes	Yes
Contact Name	First Name Automated Collection	Completes or Updates first_name field	AI Automated Field Extraction	Yes	NA
Company	Company Name collection	Define Custom Attribute name	User Specification	Yes	Yes
Number	Data Number type collection	Define Custom Attribute name	User Specification	Yes	Yes
Email	Email format Collection	Completes or Updates email field	AI Automated Field Extraction	Yes	NA
Date	Data format Collection	Define Custom Attribute name	User Specification	Yes	Yes
Location	Location format Collection	Define Custom Attribute name	User Specification	Yes	Yes
Zip Code	Zip Code format Collection	Define Custom Attribute name	User Specification	Yes	Yes
City State	City State format Collection	Define Custom Attribute name	User Specification	Yes	Yes
Street	Street format Collection	Define Custom Attribute name	User Specification	Yes	Yes

Answer Name [Optional]: If available, you need to define the Custom Attribute Key name, which the collection is going to fill the values to.

Answers Choice:

Field Extraction: If you pick this option, Voxie will try to normalize the answer, and add it to your defined Custom Attribute

Multiple Choice: If you pick this option, you’ll need to add all the possible options you want to collect as Custom Attribute

If you click Preview, message these options are going to be added directly into the Message

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Lifecycle Controls of Playbooks

Once you’ve configured your Playbook you will be able to perform different actions depending on each state:

Activate

Click on the Active toggle

The Platform will count for the contacts that are about to enter this flow

Inactivate

Click on the Active toggle, and turn it off, contacts will not flow though the playbook, and when resumed, the discarded contacts during the Paused time window, won’t re-enter the flow.

Edit

Once Active, the Playbook can be fully Edited, by clicking the Edit button.

You’ll be able to Edit:

• Name: able to rename the Playbook
• Notes: able to change the Playbook description
• Contacts: Able to change the conditions that a contact needs to enter this flow
• Messages: All messages are fully editable.

Delete

Deletion will terminate with this flow entirely