playbooks

Automate message triage by defining YAML-based trigger-action playbooks that match incoming message patterns and route them to predefined natural-language actions across your channels.

A trigger-action playbook is a YAML rule that maps matching message patterns to specific routing actions, with optional scoping by channel, category, autonomy level, and numeric priority.

Set up channel-specific routing by defining a playbook with the optional channel parameter, or use an asterisk to apply the trigger-action rule across all communication channels.

Control automation by setting the autonomy_level parameter in your playbook, which determines whether matched messages run automatically, generate a draft for review, or only send a notification.

Resolve overlapping automation rules by assigning a numeric priority value to each playbook, ensuring that higher-priority trigger-action rules take precedence when multiple patterns match.

Manage existing playbooks using the playbook_list, playbook_update, and playbook_delete commands to review, modify, or remove your active trigger-action routing rules.