Your Playbook

The playbook is the written guide CIC's agents follow when they answer your phone. It tells them how to greet your callers, what questions to ask, what to say if a customer asks for pricing, how to handle emergencies, and so on.

It's the closest thing the portal has to "how CIC represents your business."

Viewing your playbook

1. Open your Company page from the sidebar.
2. Click into the Playbook section.

You'll see the current version of the playbook in full.

Reading version history

Every change to your playbook is preserved as a new version. The Playbook page shows a list of all past versions with timestamps, so you can:

• See what changed and when
• Click into any prior version to read it as it was at that point in time
• Compare what your playbook said two months ago to what it says now

This matters: if a call goes wrong because of out-of-date instructions, you can pinpoint exactly when the instructions were updated and what they said before.

Editing the playbook

Depending on your permissions, you may be able to edit the playbook directly. If not, work with your CIC contact — they'll make changes on your behalf, and you'll see those changes reflected in version history immediately.

When you edit:

• Be specific. "Always offer same-day service when possible" is clearer than "Be helpful."
• Include examples of what to say.
• Update pricing when it changes.
• Note seasonal differences (HVAC vs. snow service).

What goes in a playbook

Most playbooks cover:

• Greeting — the exact words agents use when answering
• Service area — which ZIP codes you cover, what to do for out-of-area callers
• Hours — when you're open, what to say after hours
• Pricing — diagnostic fees, service rates, what's negotiable
• Booking process — what info to collect, how to schedule
• Emergency handling — same-day vs. next-day, after-hours rates
• Common questions — your FAQs and the right answers
• Escalation — when to transfer to your team vs. handle in-call

Reviewing your playbook regularly

A stale playbook leads to bad calls. Useful prompts to check periodically:

• Has it been updated in the last 90 days?
• Does it reflect your current pricing?
• Are emergency-handling instructions still accurate?
• Have you added new service offerings the playbook doesn't mention?

If your playbook hasn't been touched in months, that's usually a sign it needs review.

Next

• Your Company — the company page where the playbook lives
• Your Inbound Numbers — the numbers callers reach the playbook through