Reviewing Playbooks

You can view (and possibly edit, depending on your permissions) every playbook for every company you supervise. The playbook is what CIC's agents read when they answer that company's calls — see Your Playbook for the customer-facing description.

Reviewing a playbook

Open the company's page → click into the Playbook section. The playbook is the same one CIC's agents read when they answer that company's calls.

Reviewing version history

Every playbook has a full version history. From the playbook page you can see:

• When each change was made
• Who made it
• The full content at each point in time

Click into any prior version to read it as it was. Compare the latest version to one from three months ago to see the trajectory of how the company's instructions have evolved.

Spotting playbooks that need attention

When a contractor's call patterns shift — new service offerings, seasonal changes, complaints — their playbook usually needs to be updated. Useful prompts:

• Has the playbook been updated in the last 90 days?
• Does it mention current pricing if pricing recently changed?
• Are emergency-handling instructions current?
• Does it acknowledge new service offerings the company has announced?
• Is the service area accurate?

If you spot something stale, work with the contractor to update it — or update it yourself if you have permission.

Editing a playbook on a customer's behalf

If your role allows direct editing:

1. Click Edit on the playbook page.
2. Make your changes.
3. Save.

A new version is created automatically with you as the author. The customer can see the change immediately and review it on their end.

When editing on a customer's behalf, always tell them — both before (to confirm the change is wanted) and after (so they know it's live). The audit log shows you made the change, but customers shouldn't be surprised.

Quality-checking a playbook

A good playbook:

• Starts with the greeting (literal words, not paraphrased)
• States hours and service area clearly
• Has a section per common call type (booking, follow-up, complaint, emergency)
• Lists prices for routine work
• Defines the escalation path — when to transfer to the customer's team

A weak playbook:

• Talks generically ("Be friendly") without specifics
• Hasn't been touched in a year
• Contradicts itself across sections
• Skips emergency handling

Reporting playbook issues

If you find a playbook that's clearly causing bad calls (agents reading from outdated info, wrong pricing, etc.), flag it to:

1. The contractor first (they own the content)
2. An admin if the contractor is unresponsive

Don't simply unilaterally rewrite it. Coordinate.

Next

• Watching Call Patterns — playbook issues often show up as anomalies
• Working Across Companies — finding which company a playbook belongs to