For Supervisors
Reviewing Playbooks

Reviewing Playbooks

A company's playbook is the written guide CIC's agents and Agent Assist follow when they answer that company's calls: its hours, service area, fees, must-book situations, scheduling rules, routing and escalation contacts.

Playbooks are internal to CIC. Supervisors can read any company's playbook, admins read and edit them, and clients do not see them in the portal.

Reading a playbook

There is no sidebar link to the read-only page. Open it by address:

portal.cicops.ai/playbook?company=<company>

where <company> is the last part of the company page's address. For example, the company at portal.cicops.ai/companies/summitplumbing has its playbook at portal.cicops.ai/playbook?company=summitplumbing.

The page shows the published playbook section by section, with the live version number and the date it was published. A company with nothing published yet shows No playbook published yet.

Editing a playbook (admins)

  1. Open the company from Companies.
  2. Click the Playbook tab.
  3. Work through the steps on the left (Company profile through Special cases). The preview on the right shows what agents will see.
  4. On Review & publish, check the Needs confirmation list, then click Publish.

Each publish creates a new version, and earlier versions are kept. Agent Assist picks up the published version. Publishing unchanged content doesn't create a new version.

The Needs confirmation list

The Review & publish step lists answers marked as uncertain, with the reason each one needs confirmation. Confirm each with the client or CIC operations, fix the playbook if needed, then click Confirmed — remove. Agents never see this list.

Spotting playbooks that need attention

When a company's calls change (new services, a new season, complaints), its playbook usually needs an update. Useful checks:

  • Is the published date recent?
  • Do the fees match the company's current prices?
  • Are the escalation contacts and their numbers still right?
  • Does the service area match where the company works?
  • Are must-book and after-hours rules current?

Reporting a problem

If a playbook is causing bad calls (wrong prices, an old escalation number, outdated rules), tell an admin. Admins confirm the change with the client before publishing it.

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