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Playbooks & Automation
Playbook library by mission

Playbook library by mission

Use this library to explore common Hellotext playbooks by mission.

A mission is the business job the playbook is meant to perform: grow your reachable audience, convert shoppers, recover carts, support customers, retain buyers, win back inactive customers, or build a custom flow.

Availability can vary by account, plan, connected channels, data sources, and rollout status. Use this guide as a decision map, then confirm the exact playbook options available in your Hellotext account.

Grow your reachable audience

Start here when you do not yet have enough customers subscribed or identified for the next playbook to perform well.

Common options include:

  • Webchat Widget: chat with visitors directly on your site.
  • QR Code Subscriber: turn offline scans into WhatsApp or SMS subscribers.
  • Website Popup: capture visitors at the right moment.
  • Website Form: collect leads and customer profile data.
  • Shareable Link: let customers opt in from anywhere.
  • Subscriber Booster: increase opt-ins with incentives or smarter triggers.
  • Property Collector: collect missing customer data through conversation.
  • Welcome Booster: welcome new subscribers after they opt in.

These playbooks and captures usually depend on a connected channel, clear opt-in language, source tracking, and a route or playbook that handles the next step.

Keep reading: Capture tools overview.

Convert shoppers

Start here when customers show buying intent but do not complete a purchase.

Common options include:

  • First-Purchase Driver: turn new subscribers or sign-ups into first-time buyers.
  • Cart Saver: recover abandoned carts with a predictable route.
  • AI Cart Saver: recover carts with conversational, context-aware follow-up.
  • Browse Recovery: re-engage customers who viewed products without buying.
  • Smart Recommender: recommend products in real time from customer behavior and product context.
  • Complete-the-Look: suggest complementary products.
  • Price-Drop Pouncer: notify interested shoppers when a product price changes.
  • Back-in-Stock Pounce: alert shoppers when an item is available again.

These playbooks usually depend on product, cart, checkout, catalog, stock, price, and purchase signals.

For cart recovery specifically, keep reading: Abandoned cart: route template vs AI playbook.

Retain and grow customer value

Start here when you already have purchase history and want customers to buy again, buy more, or stay engaged.

Common options include:

  • Soft Reactivation: re-engage customers before they become fully inactive.
  • Cross-Sell Driver: suggest related products after interest or purchase.
  • Replenishment Driver: remind customers to reorder when they may be running out.
  • Birthday Bash: send a birthday offer or gift.
  • Anniversary Surprise: celebrate purchase or customer anniversaries.

These playbooks usually depend on purchase history, product timing, loyalty or profile data, and clear rules for how often customers should hear from you.

Win back inactive customers

Start here when customers have not purchased, visited, clicked, or replied for a meaningful period.

Common options include:

  • Dormant Revival: reactivate customers who have been inactive for months.
  • Sunset Saver: make one final re-engagement attempt before suppressing inactive customers.

Win-back playbooks should be careful with frequency, tone, offer strength, and suppression rules. If customers do not respond, reduce pressure rather than continuing to send.

Use planned moments and campaigns

Start here when the message is tied to a launch, promotion, holiday, inventory moment, or one-time announcement.

Common options include:

  • Holiday Hype: run seasonal campaigns around local commercial moments.
  • Launch Teaser: build anticipation before a product launch.
  • Clearance Clean-out: move overstock with urgency tied to inventory.
  • Classic Broadcast: send one intentional message to a selected audience.
  • AI Personalized Broadcast: personalize a broader send when AI-assisted variation is appropriate.

Use a campaign when the send should happen once to a selected audience. Use a playbook when the system should keep reacting to customer signals over time.

Keep reading: Campaigns and broadcasts overview.

Improve support and customer experience

Start here when the goal is to answer questions, reduce repetitive support work, or improve the post-purchase experience.

Common options include:

  • Order-Update Delight: send order updates and answer order-status questions.
  • Review Builder: collect reviews or user-generated content after purchase.
  • NPS Pulse: measure loyalty at the right moment.
  • CSAT Pulse: measure satisfaction after support or AI interactions.
  • Instant Answers: answer common questions with an AI support agent.
  • Return & Exchange Helper: help customers with returns or exchanges.
  • Order Cancellation Assistant: help customers cancel orders or save the sale in chat.

These playbooks usually depend on order data, policy content, uploaded documents, clear handoff rules, and Inbox ownership.

Keep reading: AI handoff to Inbox.

Build a custom flow

Start here when none of the prebuilt missions fit your exact process.

Use Journey Builder when you need a controlled route with triggers, waits, messages, questions, conditions, assignments, and branches.

Use Custom Agent when you need an AI agent for a specific job, with custom instructions, intents, uploaded knowledge, incoming channels, actions, and handoff rules.

Custom flows are powerful, but they need clear boundaries: what starts the flow, what the customer should experience, what data the flow needs, when it should stop, and when a teammate should take over.

Keep reading:

Choose the right mission

If you are unsure where to start, choose the mission that matches the first bottleneck.

If the bottleneck is… Start with…
Not enough reachable customers Captures, Subscriber Booster, Property Collector, or Welcome Booster
Customers abandon carts Cart Saver or AI Cart Saver
Visitors browse but do not buy Browse Recovery, Smart Recommender, or First-Purchase Driver
Buyers do not return Replenishment Driver, Soft Reactivation, or Cross-Sell Driver
Customers have gone cold Dormant Revival or Sunset Saver
You have a timed announcement Classic Broadcast, Holiday Hype, Launch Teaser, or Clearance Clean-out
Support work is repetitive Instant Answers, Order-Update Delight, Return & Exchange Helper, or CSAT/NPS Pulse
Your process is unique Journey Builder or Custom Agent

Choose one mission, one audience, and one channel for the first launch. Expanding is easier after the first playbook proves that the data, timing, channel, and handoff path are working.

Before launching any playbook

Confirm:

  • The required signals exist on customer profiles.
  • The audience is eligible and has consent for the channel.
  • The channel, sender, or WhatsApp account is ready.
  • Product, cart, order, catalog, or policy data is available when needed.
  • Messages, templates, links, discounts, and recommendations are tested.
  • Handoff or assignment paths are clear.
  • Reporting and attribution are ready for the first review.

Keep reading: