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.

Also check type, role, access, quota, and available tools. This library helps you choose; each linked guide retains its own requirements and controls. An enabled playbook, signal, or saved profile does not guarantee admission, a reply, contact permission, or delivery.

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.
• Subscriber Booster: use AI to introduce clear subscription consent and relevant incentives within Webchat or customer-initiated WhatsApp conversations.
• Property Collector: collect missing customer profile properties directly or as a prerequisite for another playbook.
• QR Code Subscriber: prepare an SMS or WhatsApp entry point; scanning or opening the link does not subscribe someone by itself.
• Website Popup: capture visitors at the right moment.
• Website Form: collect leads and customer profile data.
• Shareable Link: let customers opt in from anywhere.

These capture tools usually depend on a connected channel, clear opt-in language, and source tracking. The customer profiles and signals they create can then feed the next playbook, route, campaign, or Inbox conversation.

In Capture, this fictional catalog shows Popup and Form. The narrow view focuses on Form from the same desktop interface. A card identifies the tool; it does not prove publication, installation, submitted data, or consent. Checkout opt-ins belong to their integrations.

In this fictional QR form, SMS is selected and WhatsApp disabled. This state does not connect a channel or subscribe a person: the customer must send the message with its reference and it must be processed according to the flow. Nothing was scanned or sent.

Keep reading: Capture tools overview.

Convert shoppers

Start here when shoppers need help completing a purchase or choosing products that complement an eligible confirmed order. Check each playbook’s signals and entry conditions.

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: propose products from available behavior and catalog context, within its tools and integration.
• Complete-the-Look: propose complements from an eligible confirmed order and its products.
• Price-Drop Pouncer: notify interested shoppers automatically when a product price drops.
• 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.

Check the source, product identity, signal date, and integration coverage. A saved price is not stock; having a product does not prove universal live availability or a ready checkout. Admission and send-time checks may discard a proposal when purchases, price, or availability change; each type applies its own rules.

Agenda semanal, reference PRODUCT-GUIDE-1001, SKU GUIDE-PLANNER, and custom_store source belong to a fictional draft product with no events or additional variants. This figure identifies catalog data; it does not show inventory, a recommendation run, a Meta catalog, or a purchase.

For cart recovery specifically, start with Cart Saver route, AI Cart Saver playbook, or compare both options in 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 who meet the corresponding inactivity-stage criteria.
• Cross-Sell Driver: suggest related products after an eligible purchase.
• Replenishment Driver: remind customers to reorder when they may be running out.
• Birthday Bash: prepare a birthday communication when the date and flow requirements exist; any incentive depends on configuration and capability.
• Anniversary Surprise: celebrate the anniversary of the first purchase backed by valid signals, under that playbook’s rules.

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

Replenishment estimates a time from purchases and products; it does not measure how much the customer physically has left. A custom date does not replace a purchase-anniversary event. Check incentives, integration, currency, and specific limits: instructions cannot create a coupon, credit, or operational authorization.

Win back inactive customers

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

Common options include:

• Dormant Revival: reactivate customers who meet their activity cycle’s Dormant-stage criteria.
• Sunset Saver: propose re-engagement for customers meeting the churn-risk stage criteria; it does not promise an unsubscribe or universal suppression of future contact.

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.

Stages use recorded activity and lifecycle transitions; they are not universal deadlines counted from any message. New activity can invalidate a reactivation proposal. Per-playbook and shared frequency limits have different populations and exceptions from campaigns, journeys, or reactive replies. Choosing an eligible channel does not guarantee the lowest cost, an exact time, or ROI. Check exclusion rules and customer permission separately.

Use planned moments and campaigns

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

These planned moments normally belong in Campaigns unless your account exposes a specific playbook for the job. Common workflows include seasonal promotions, product launches, inventory or clearance announcements, scheduled campaigns, and AI-personalized campaigns when that option is available in your account.

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 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 product reviews after delivery.
• NPS Pulse: measure loyalty after customers have received an order.
• CSAT Pulse: collect satisfaction after an eligible resolved conversation, under its interaction, channel, and frequency requirements.
• Instant Answers: answer common questions with an AI support agent.
• Return & Exchange Helper: provide grounded policy and next-step guidance for returns or exchanges; it does not approve or perform the operation.
• Order Cancellation Assistant: handle cancellation requests and retention options within policy, tools, and integration capability.

Review Builder, NPS Pulse, and CSAT Pulse can be active together when the underlying moments are different: product review after delivery, loyalty after a delivery experience, and satisfaction after a resolved conversation.

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

An order or supplied reference does not prove identity or authorized access. Tracking, cancellation, refund, or credit require specific tools and capabilities; a prompt, URL, or document cannot provide them. Surveys have their own sources, audience, and waits: resolution is different from delivery, and a request is different from a recorded response.

Escalation shows Atención demo, a destination team selected without saving in an independent fictional Property Collector draft. It is not a playbook or received assignment. Distinguish request, team, owner, membership, capacity, hours, protocol, and human reply; closing or snoozing does not reply to the customer, and AI pausing depends on the applicable protocol.

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.

This fictional new Assignment form shows five complete actions. It is an independent unsaved component; it does not show a constructed route, confirmed trigger, or processed conversation. Step order and the selected action matter.

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.

The empty Prompt in this fictional Custom Agent draft contains a placeholder, not saved instructions. Writing instructions does not enable tools, connections, consent, or permissions. Available components vary by type; the figure does not show an AI response.

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:

• Getting started with journeys
• Custom journey
• Custom Agent playbook
• How to write a great agent prompt

Choose the right mission

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

Choose one mission and check its audience, data, and channels before expanding. Verify each stage with its own evidence: configuration, admission, created message, delivery, and reply or purchase are different outcomes. A first run does not prove every permission or handoff path.

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.

Camila Torres is a fictional Unconfirmed profile with an example email and no phone. Saved fields do not establish verified identity, consent, a usable destination, or delivery. The narrow view is a desktop focus; no subscription changed and no message was sent.

Check WhatsApp, active template version and approval when required, window, and destination permission; for SMS, check sender, coverage, and applicable limits. A connection or business country does not establish readiness for every channel. Apply this list only to controls and tools present in the playbook.

Saving may persist components, create a workflow, or start file processing. A saved document does not confirm a ready index; enabling does not guarantee execution, and disabling does not universally cancel queued work. An available Playground may persist a simulation, messages, or events and call a provider; it does not prove real identity, consent, eligibility, or delivery. If an outcome is uncertain, reconcile its state before repeating the operation.

Choose a report available for that type and define its population, period, and denominator. Not every playbook or journey has a dedicated report or sales attribution. Resolution, handoff, send, delivery, return, survey response, and attributed sale are different outcomes.

Keep reading:

• Choose your first playbook
• How to enable a playbook
• How to customize a playbook safely
• Webchat Widget playbook
• Subscriber Booster playbook
• Property Collector playbook
• Cart Saver route
• AI Cart Saver playbook
• Back-in-Stock Pounce playbook
• Price-Drop Pouncer playbook
• First-Purchase Driver playbook
• Browse Recovery playbook
• Smart Recommender playbook
• Complete-the-Look playbook
• Cross-Sell Driver playbook
• Replenishment Driver playbook
• Birthday Bash playbook
• Anniversary Surprise playbook
• Soft Reactivation playbook
• Dormant Revival playbook
• Sunset Saver playbook
• Order-Update Delight playbook
• Review Builder playbook
• CSAT Pulse playbook
• NPS Pulse playbook
• Instant Answers playbook
• Return & Exchange Helper playbook
• Order Cancellation Assistant playbook
• Custom Agent playbook
• How Hellotext decides whether a playbook can send
• Verify your data and signals after setup
• Go-live checklist before you send

Related guides

• Playbooks and automation overview
• What are signals?
• Choose your first playbook
• How to enable a playbook
• How to customize a playbook safely
• Webchat Widget playbook
• Subscriber Booster playbook
• Property Collector playbook
• Back-in-Stock Pounce playbook
• Price-Drop Pouncer playbook
• First-Purchase Driver playbook
• Browse Recovery playbook
• Complete-the-Look playbook
• Cross-Sell Driver playbook
• Replenishment Driver playbook
• Birthday Bash playbook
• Anniversary Surprise playbook
• Soft Reactivation playbook
• Dormant Revival playbook
• Sunset Saver playbook
• Custom Agent playbook
• How Hellotext decides whether a playbook can send
• First wins starter pack
• How Hellotext works