Playbooks are the cornerstone of personalization and growth in our platform. With Playbooks, you can automate workflows to drive user engagement, improve conversions, and achieve business objectives. This guide walks you through the process of creating, configuring, and analyzing a playbook.
Introduction
Playbooks, combined with AI segmentation, provide the ultimate toolkit for personalizing user journeys. They allow you to define specific actions for targeted audiences, ensuring maximum relevance and impact. This guide will cover how to:
Create a playbook.
Configure triggers, filters, and flows.
Leverage integrations and actions.
Monitor playbook health and success metrics.
1. Viewing and Managing Playbooks
Navigate to the Playbooks Page to view all your active and inactive playbooks. Key features include:
Search: Quickly find specific playbooks.
Filters: Narrow your view to active or inactive playbooks.
2. Creating a New Playbook
Click Add New Playbook on the Playbooks Page.
Add a Name and Description to make it easy to identify the playbook later.
Proceed to configure the playbook’s details.
3. Configuring the Playbook Trigger & Filter
Playbooks are built around three guiding questions:
When: When should the playbook trigger?
Who: Who is the target audience?
What: What actions should the playbook perform?
Setting the Trigger
Select from several trigger options:
Usage Event: Start the playbook when a user performs a specific action in your product.
Email Event: Trigger based on email interactions like opens or clicks.
Segment Enter: Automatically triggers when users enter a segment.
Scheduled Trigger: Set recurring schedules for the playbook to run.
Adding Filters
Define your audience with filters based on properties or behaviors, e.g., focusing on paying users.
4. Configuring the Playbook Flow
Coho Playbooks have a linear flow structure where actions are built sequentially using blocks.
Click the + button to add a new action block.
Build robust flows with the following actions:
Actions
Intercom: Send personalized in-app messages.
Hubspot/Salesforce: Update CRM records and trigger workflows.
Slack: Notify internal teams of key user activities.
Twilio: Send SMS notifications to engage users on their devices.
HTTP Action: Integrate with external/internal APIs. For example:
Trigger an internal workflow like updating a database.
Query a database and use the response in subsequent actions.
Branch
Split the flow based on user properties or AI Segments.
Example:
If a user adopted Feature X: Promote the next feature.
Else: Send educational content about Feature X.
Delay
Introduce a pause before the next action.
Example:
Wait 1 day before sending a follow-up email.
Wait for Event
Pause the playbook until the user performs a specific action.
Example:
Wait for the user to click a promotional email link before progressing.
Set Variable
Use formulas to calculate dynamic values, like scoring a user based on activity.
Update User
Modify user properties based on their journey in the playbook.
Trigger Another Playbook
Cascade workflows by starting a new playbook directly from the current one. Note that the flow of the current playbook continues immediately.
Dynamic Personalization
Use the {{ }} notation in any action to dynamically access:
User properties.
Outputs from previous actions.
Triggering event properties.
5. Activating and Testing the Playbook
Once your playbook is configured, click Activate Playbook.
Test on a smaller segment or individual user via the “Run Once” feature on the Runs Page.
6. Monitoring Playbook Health
Visit the Playbook Health Page to monitor:
Total Runs: Total number of initiated playbook runs.
In-Progress Runs: Playbooks currently running.
Failed Runs: Identify and troubleshoot errors.
7. Tracking Playbook Success
Access the Performance Tab to evaluate the impact of your playbooks:
Target Metrics: Measure the playbook’s success, such as conversion rates.
Filter & Compare: Drill down into segments or compare results, such as test vs. control groups.
Summary
Coho Playbooks and AI Segmentation provide the tools you need to personalize and optimize user experiences. With dynamic workflows, robust integrations, and detailed analytics, you can confidently drive growth and engagement.
Thank you for choosing Coho—happy playbooking!