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The Playbook tab offers structured guidance for handling customer interactions.

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PLAYBOOK_HEADER_TEMPLATE

This event displays the following header icons for the playbook tab:
  • Bulb Icon: Displays the count of dynamically triggered playbooks.
  • Default Enabled Playbooks: Includes the primary and dynamic playbook lists.
  • Proceed to Close Button: Closes the playbook.
  • Current Running Playbook Name and Step Name: Displays the playbook details.
aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_HEADER_TEMPLATE'){
       	//customize html if required
   	   }
});

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PLAYBOOK_BODY_TEMPLATE

Contains the steps configured for the selected playbook and stage. 
aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_BODY_TEMPLATE'){
       	//customize html if required
   	   }
});

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PLAYBOOK_EMPTY_TEMPLATE

Displays a message prompting the agent to select a dynamic playbook when no primary playbooks are enabled. 
aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_EMPTY_TEMPLATE'){
       	//customize html if required
   	   }
});

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PLAYBOOK_PRIMARYLIST_TEMPLATE

Displays enabled primary type playbooks. 
aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_PRIMARYLIST_TEMPLATE'){
       	//customize html if required
   	   }
});

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PLAYBOOK_DYNAMICLIST_TEMPLATE

Displays enabled dynamic type playbooks. 
aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_DYNAMICLIST_TEMPLATE'){
       	//customize html if required
   	   }
});

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PLAYBOOK_STAGE_DROPDOWN_TEMPLATE

Displays the list of stages configured for it. 
aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_STAGE_DROPDOWN_TEMPLATE'){
       	//customize html if required
   	   }
});

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PLAYBOOK_TRIGGERED_LIST_TEMPLATE

Displays dynamic playbooks that are triggered dynamically based on agent or user responses. 
aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_TRIGGERED_LIST_TEMPLATE'){
       	//customize html if required
   	   }
});

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PLAYBOOK_SEND_EVENT

Triggers when the Send button of a specific step in the playbook body is clicked. 
aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_SEND_EVENT'){
       	//customize html if required
   	   }
});

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PLAYBOOK_COPY_EVENT

Triggers when the Copy button of a specific step in the playbook body is clicked. 

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_COPY_EVENT'){
       	//customize html if required
   	   }
});

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PLAYBOOK_CONFIRMATION_YES

Triggers when the Yes button is clicked of Yes/No button for a specific step by the agent. 
aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_CONFIRMATION_YES'){
       	//customize html if required
   	   }
});

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PLAYBOOK_CONFIRMATION_NO

Triggers when the No button is clicked of Yes/No button for a specific step by the agent. 
aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'PLAYBOOK_CONFIRMATION_NO'){
       	//customize html if required
   	   }
});

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PLAYBOOK_OPENED_EVENT

Triggers when a playbook (primary or dynamic) is selected from the list. 
aaWindowInstance.on('PLAYBOOK_OPENED_EVENT', (payload) => {
  //capture event while opening the checklist
});

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PLAYBOOK_RESUME_EVENT

Triggers when an opened playbook resumes after being paused due to another running playbook. 
aaWindowInstance.on('PLAYBOOK_RESUME_EVENT', (payload) => {
  //capture event while Resuming the checklist
});

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PLAYBOOK_STEP_CLOSED_EVENT

Triggers when:
  • Send/Copy buttons are clicked.
  • Yes/No confirmation buttons are clicked.
  • Step based on agent or user utterance is closed (if configured).
aaWindowInstance.on('PLAYBOOK_STEP_CLOSED_EVENT', (payload) => {
  //capture event while closing the step
});

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PLAYBOOK_PROCEED_TO_CLOSE_EVENT

Triggers when the Proceed to Close button is clicked to close the primary playbook. 
aaWindowInstance.on('PLAYBOOK_PROCEED_TO_CLOSE_EVENT', (payload) => {
  //capture event while Clicking on proceed to close button (closing the primary checklist)
});