The use case is the top level of how playbooks are organized in diio. It represents the area of work the conversation belongs to. Every playbook belongs to a use case.
It is the first thing you choose when creating a playbook — before the conversation type and before any configuration.
The full hierarchy
Use case → conversation type → playbook.
A use case groups several conversation types. Each conversation type can have one or several playbooks. The playbook is where the configuration actually lives.
Available use cases
Sales. B2B and B2C sales conversations: discovery, presentation, follow-up, and negotiation.
Customer Support. Support, customer success, retention, upsell, and cross-sell.
Human Resources. Recruiting and interviews.
Collections. Payment collection.
Procurement. Vendor and purchasing management.
Internal Coordination. Internal team conversations.
Prospecting. Inbound and outbound prospect qualification.
Advanced. Multi-purpose, flexible playbooks for any use case.
In Settings → Playbooks you will see each use case as a card, showing how many conversation types it contains.
Why choosing the right use case matters
The use case is not just an organizational label: it gives diio the frame from which to interpret the conversation.
Knowing that a conversation belongs to Human Resources and not Sales lets it use the vocabulary, evaluation criteria, and success indicators specific to that kind of work. It also determines which conversation types will be available in the next step, and with them the suggested fields diio will propose.
How to choose the right use case
Ask yourself which company process the conversation belongs to, not which team runs it. A retention conversation may be handled by the sales team, but it is still Customer Support.
If the conversation does not clearly fit any of the seven specific use cases, Advanced exists precisely for that: flexible playbooks that do not depend on a particular area.
Legacy playbooks
If your account predates this structure, you will also see a Legacy playbooks category. It groups playbooks that do not belong to any of the current use cases.
They keep working and analyzing conversations normally, but they cannot be edited. If you need to change something in one of them, create a new playbook in the matching use case and assign it to the team in place of the old one.
Difference between use case and conversation type
The use case is the broad umbrella: Sales. The conversation type is the nature of the conversation within that umbrella: Discovery, Sales Presentation, Sales Follow-up, Negotiation. The playbook is the specific configuration for analyzing that conversation type in a particular way.