Creating your own playbook lets you adapt diio's analysis exactly to your team's process, with the fields, objective, and evaluation criteria you define.
What you write here is the context diio will use to understand those conversations, so every decision changes the analysis you get back.
Before you start: decide whether you need a new one
Create a new playbook when the objective of the conversation, the success criteria, the information that needs to be captured, the methodology, or the way it should be evaluated changes.
Do not create a new one just because the country, the office, the person, or the rep changes. Fewer well-configured playbooks analyze better than many that look alike.
Step 1: go to Playbooks and choose the use case
Go to Settings → Playbooks. You will see one card per use case, showing how many conversation types it contains.
Choose the use case that matches the conversation you want to analyze: Sales, Customer Support, Human Resources, Collections, Procurement, Internal Coordination, Prospecting, or Advanced.
Step 2: choose the conversation type
Within the use case, choose the option that best represents the conversation. In Sales, for example: Discovery, Sales Presentation, Sales Follow-up, or Negotiation.
The type does not identify the team — it identifies the nature of the conversation. The type you choose determines the suggested fields diio will propose later on.
Step 3: create the playbook
Open the type you chose and click + New Playbook. From here there are four stages: context, fields, teams, and confirmation.
Stage 1: context
This is where you define three things that are easy to confuse with one another, plus the channel. It helps to separate them before you start writing.
Name
How you want to identify it. It is a label for people: it helps you find the playbook inside diio.
Avoid: General · Meeting · Customers · Sales 1 · Commercial.
Prefer: Inbound Discovery · Enterprise Discovery · Proposal Follow-up · Renewal.
Channel
Determines which medium the playbook will be used for: video call, phone call, WhatsApp, or LinkedIn. If it applies to all of them, you can leave Any. If there is no playbook for a channel, those conversations are not analyzed.
Description
What is happening in the conversation. It is not decorative text: diio compares what happened in the transcript against the descriptions of the available playbooks to recognize which one applies. A vague description makes it hard to tell similar conversations apart.
The rule: describe what happens in the conversation, not what the playbook is for.
Avoid "First meeting." It does not explain what happens; many conversations could be a first meeting.
Avoid "Conversation with a potential customer." It could describe a Discovery, a Presentation, a Follow-up, or a Negotiation.
Better: "Initial conversation between a sales rep and a potential customer that explores their current situation, needs, problems, and context before presenting a solution." It contains characteristics you can observe inside a transcript.
Check question: if someone read only the transcript, could they recognize this conversation using your description?
Objective
What should be achieved by the end. The objective gives diio the lens through which to interpret the conversation, and it is the reference for deciding whether it moved toward what was expected.
A good objective is concrete, observable in the conversation, evaluable from the transcript, and focused on the outcome rather than the task. One sentence, one outcome.
Instead of "Present the product" (describes an activity): "Get the customer to confirm interest in evaluating the solution and agree on a next step."
Instead of "Ask discovery questions" (describes what the rep does): "Identify a relevant problem for the potential customer that justifies moving forward in the sales process."
Instead of "Make sure the customer is happy" ("happy" cannot be determined consistently): "Have the customer explicitly express satisfaction with the solution through positive comments."
If it cannot be evaluated by reading the transcript, it is not a good objective. And do not turn it into a checklist: "identify the pain, learn the budget, understand who decides, and agree on next steps" are four different outcomes. That is what fields, criteria, and performance are for.
Stage 2: fields
This is where you choose what diio should analyze. A field defines a specific piece of information you want diio to identify, generate, or evaluate from the conversation.
Required. They are part of the baseline analysis and cannot be turned off.
Suggested. diio recommends them based on the conversation type. You can keep them or turn them off.
Custom. Specific questions for the information your organization needs.
You check the box for the field you need and expand it to configure it. Fields that are already active are marked in blue.
How many fields you can use
Starter: up to 5 per playbook.
Business: up to 10 per playbook.
Enterprise: custom configuration.
Before enabling or creating a field, ask yourself what you will do with that information afterward. A good field helps you evaluate the conversation, fill in the CRM, trigger an alert, or define a next step. A playbook is not better for having more fields. If you need the quota for information specific to your process, turn off suggested fields that are not relevant.
Fields with criteria
Some fields are not just switched on: they also let you configure the criteria diio uses to interpret the conversation. Configure them in relation to the objective you just wrote.
Success Prediction. You write which signals would indicate positive progress and which signals would indicate a barrier to the objective, then choose how strict the evaluation should be (demanding, neutral, or optimistic). diio scores each conversation from 1 to 5 and explains its reasoning.
The signals have to be observable: "the customer is interested" is not a signal; "the customer agreed on a date for the next meeting" is.
Overall Performance. You define what the rep should avoid in this type of conversation and what to look for and evaluate as positive, along with the level of rigor and the level of detail. diio scores from 1 to 10 and returns to the rep what they did well, what they can improve, and why they got that score.
Key Notes. When this field can be configured, specify what information you need to find consistently in the summary of this conversation type. Do not write "summarize the meeting": define which aspects matter, such as main problem, current situation, impact, people mentioned, or next step. Avoid duplicating information that already has its own field.
Custom fields
When you configure a custom field you are defining a question diio will have to answer using the conversation it just analyzed. Also choose the response type: open question, yes or no, quantity, list, or a response from a predefined list.
Yes/no and quantity fields can be used to create alerts, because they return a response you can build a condition on.
You can also link the field to a CRM property from the field itself. The response type you configure must be compatible with the property type that exists in the CRM.
Stage 3: teams
Select the teams that should use this playbook. Playbooks assigned to a team become part of the context diio uses to analyze their conversations.
Assign only playbooks that match the conversation types that team actually has.
Stage 4: confirmation
Review the summary before creating it. If anything does not hold up, go back before confirming:
Does it represent one clear type of conversation?
Does the description explain what happens and distinguish it from other playbooks?
Does the objective represent a single main outcome, and can it be evaluated by reading the transcript?
Did I avoid subjective or ambiguous words?
Do the chosen fields provide information I am going to use, and does each question ask for one thing only?
Does the response type match the data I am looking for?
Are the fields feeding the CRM compatible with its properties?
Do the Success Prediction criteria relate to the objective, with concrete progress and barrier signals?
Do the performance criteria say what to do and what to avoid?
Did I avoid duplicating information across fields?
Is it assigned to the right team?
If everything is in order, click Create. The playbook is saved in Settings → Playbooks.
After creating the playbook
If you did not assign teams in stage 3, the playbook exists but diio is not using it yet. You can assign it from the "Assigned teams" tab of the playbook itself, or from Settings → Teams → your team → Playbooks.
Changes apply to future conversations. Conversations that have already been analyzed keep the analysis they had.
The final test
Imagine diio receives only the transcript. With the configuration you just created, it should be able to understand what type of conversation it is, what it was meant to achieve, what relevant information came up, what signals show progress or a blocker, how the rep performed, and what should happen next.