diio assigns a playbook to every conversation automatically. When the assignment is wrong, the analysis runs on the wrong criteria: it evaluates signals from a different kind of conversation, extracts fields that do not apply, and the performance score measures something other than what the rep was trying to achieve.
This article explains how diio decides and what you can adjust so it gets it right more often.
How diio picks the playbook
When a conversation comes in, diio narrows it down in three steps:
The rep's team. Only playbooks assigned to their team are considered. Everything else is out from the start.
The channel. Video call, phone call, WhatsApp, or LinkedIn. If a playbook has a specific channel set, it only applies to that channel. Playbooks set to Any are always in the running.
The description. If more than one playbook is still possible after those two filters, diio compares what happened in the transcript against each description and picks the best fit.
If the team has a single active playbook for that channel, diio simply applies it. If it has none, the conversation is not analyzed.
When to review the assignment
The team has several playbooks for the same channel. Discovery, Presentation, and Negotiation are all video calls, so the description is the only thing separating them.
The conversation is an infrequent type that diio does not identify easily.
The analysis you got back does not match the actual purpose of the conversation.
The same type of conversation shows up analyzed with different playbooks from one week to the next.
The most common cause: descriptions that do not differ
When diio consistently confuses two similar playbooks, it is almost never for lack of information: it is because both descriptions could apply to the same conversation.
Put them side by side and ask whether someone reading only the transcript could choose between them. If the answer is no, diio cannot either.
A useful description says what happens in that conversation and where in the process it sits. "Conversation with a potential customer" describes four different types at once. "A later conversation following an earlier meeting in which progress, questions, or open items are reviewed and the next stage of the process is defined" describes only one.
How to get ahead of the right assignment
Pre-assign the playbook from the Upcoming Meetings view, before the conversation happens. It is the most direct option when you already know what it will be about.
Describe the calendar event, noting the type of conversation. That context helps diio recognize it.
Review which playbooks the team has assigned. If there are playbooks that team never uses, remove them: each extra one is another chance to get it wrong.
Narrow the channel when a playbook only applies to one medium. A WhatsApp playbook competing with video-call ones adds noise for no reason.
If it was already analyzed with the wrong playbook
You can change it from the conversation's detail view, and diio will re-analyze it with the correct playbook's criteria.
If this keeps happening with the same pair of playbooks, fixing it conversation by conversation does not solve the underlying problem: adjust the descriptions.