Playbooks & Automation

Playbooks and automation overview

Understand playbooks, signals, routes, campaigns, captures, and AI agents.

What are signals?

Understand the customer and business activity Hellotext uses to decide what should happen next.

Choose your first playbook

Pick the first Hellotext outcome to launch based on your data, channel, audience, and business goal.

How to enable a playbook

Configure, test, enable, and monitor a Hellotext playbook before customers enter it.

How to customize a playbook safely

Change prompts, tone, intents, knowledge, properties, channels, offers, and handoff rules without breaking the playbook's expected behavior.

How Hellotext decides whether a playbook can send

Understand why an active playbook may wait, skip, or hand off instead of sending a message.

Troubleshoot a playbook that did not trigger or send

Diagnose why a playbook did not start, did not send, waited, used another channel, or handed off.

Playbook library by mission

Explore common Hellotext playbooks by business goal, from captures and cart recovery to support, retention, campaigns, and custom flows.

Cart Saver route

Recover abandoned carts with a predictable route, fixed reminders, checkout links, and clear stop conditions.

AI Cart Saver playbook

Recover abandoned carts with AI-personalized follow-up, product context, timing, offers, and handoff.

Abandoned cart: route template vs AI playbook

Decide when to recover carts with a predictable route and when to use an AI cart saver playbook.

Back-in-Stock Pounce playbook

Alert interested shoppers when an unavailable product or variant is available again.

Price-Drop Pouncer playbook

Notify interested shoppers automatically when a product price drops.

First-Purchase Driver playbook

Turn new subscribers or sign-ups into first-time buyers with a conversion playbook that uses subscription, product, purchase, and channel signals.

Browse Recovery playbook

Re-engage customers who viewed products but did not add to cart or buy, using browsing signals, timing, and send checks.

Complete-the-Look playbook

Suggest matching products based on what shoppers picked, viewed, or considered.

Smart Recommender playbook

Help customers choose products with an AI playbook that uses catalog context, product signals, knowledge, and handoff.

Cross-Sell Driver playbook

Suggest complementary products after a purchase or strong product interest, using catalog, order, stock, and customer signals.

Replenishment Driver playbook

Remind customers to reorder consumable products near their estimated refill window, using product usage, order history, and send checks.

Soft Reactivation playbook

Re-engage customers before they become fully inactive, using recent behavior, product context, and send checks.

Birthday Bash playbook

Send a birthday message or approved gift code when a customer profile has a birthday today.

Anniversary Surprise playbook

Celebrate purchase or relationship anniversaries when Hellotext has a reliable anniversary date for the customer.

Dormant Revival playbook

Re-engage customers who have been inactive for around three months, using customer history, product context, and send checks.

Sunset Saver playbook

Make one final win-back attempt for customers who have been inactive for around twelve months, then suppress future recovery attempts automatically.

Order-Update Delight playbook

Help customers check order and shipment status with an AI support playbook grounded in order data and handoff.

Review Builder playbook

Collect product reviews after delivery, route low ratings, and export review data for follow-up.

CSAT Pulse playbook

Ask for satisfaction feedback after a conversation is resolved and route negative responses to the right team.

NPS Pulse playbook

Measure loyalty after delivery with a 0-10 recommendation question and follow up on detractors.

Instant Answers playbook

Answer frequent support questions with an AI support playbook grounded in approved knowledge and clear handoff rules.

Return & Exchange Helper playbook

Help customers with returns and exchanges using approved policies, order context, and clear handoff rules.

Order Cancellation Assistant playbook

Help customers request order cancellations, understand next steps, and route exceptions to the right team.

Custom Agent playbook

Build an AI agent for a specific business job with custom intents, instructions, knowledge, channels, tone, and handoff.

Getting started with journeys

Use journeys to build step-by-step customer flows.

Custom journey

Create a custom journey when a template is not enough.

How to write a great agent prompt

Define your AI agent’s voice, purpose, and boundaries so it speaks like your brand.