A playbook is the criteria with which diio analyzes your conversations. It tells diio what information to extract, what signals to look for, and how to evaluate what happened. Listening to a sales discovery is not the same as a recruiting interview or a support call — each type of conversation needs its own criteria, and that is exactly what a playbook gives diio.
Playbooks are organized in a simple hierarchy. This makes them easy to find, maintain, and share across teams.
Type. The broad domain where you work — Sales, Post-Sales, Recruiting, Coordination, Support.
Category. The conversation type within that domain — Discovery, Demo, Renewal, First Interview, Support Call.
Playbook. The specific template applied to a concrete conversation: "Enterprise Discovery", "B2B SaaS Demo", "Senior Technical Interview".
A Type groups several categories. Each category can have one or several playbooks. The playbook is where the configuration actually lives.
What is inside a playbook
Each playbook contains an objective and a set of fields.
Conversation objective
A line that tells diio what this conversation is for. It is the underlying question diio keeps in mind while analyzing.
Description
This information allows diio to automatically assign the correct playbook after a conversation occurs.
Fields
Fields are the pieces of information that diio extracts or calculates from the conversation. Within a playbook there are two groups.
Default fields. The ones diio brings ready according to the playbook Type. Some have adjustable variables that your team can calibrate. The two most important:
Performance: evaluates how the conversation was conducted.
Success Prediction: estimates the probability that the conversation will advance to the next step.
Specific fields. The ones your team creates to record specific information from the process. They can be mapped to a CRM property, so the information travels automatically from the conversation to your HubSpot, Salesforce, Pipedrive, Zoho, or Odoo. Each specific field is configured with a response type: Number, List, From a list, Yes or no, or Free text.
How diio decides which playbook to apply
Each conversation gets a playbook. The assignment happens in three ways:
By team. If your team has a single active playbook for that conversation type, diio applies it automatically.
By conversation description. The more details about what the conversation is about, the better diio identifies the correct playbook.
Manual. You can choose or change the playbook from the detail view once analyzed, or in advance from the Upcoming Meetings view.
Who creates, assigns, and uses them
Settings Admin. Creates, edits, and deletes account playbooks. Global scope.
Team Coordinator. Can create and edit playbooks for their own team. Also assigns existing playbooks and manages people.
Executives and Leaders. Use the playbooks assigned to them, but do not configure them.
Best practices
One playbook per category, not one per person. If the whole team does discovery with the same objective, one shared playbook is enough.
Start with few specific fields. Three to five well-chosen ones outperform twenty poorly defined ones.
Calibrate the Performance and Success Prediction variables with your team. These are the fields where your company's methodology makes the difference.
Describe each playbook well. This ensures diio knows which playbook to assign to which conversation type.