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CRM Playbooks

A Playbook is an ordered sequence of customer-workflow steps. Use one for a repeatable process you start manually or from an automation. Each run keeps the version it started with; editing the definition affects only new runs.

Create a Playbook

  1. Open CRM → Playbooks from All CRM modules.
  2. Create a definition and choose a name that describes the process.
  3. Use + to add steps. Guided choices include an activity note, approval request, and pause.
  4. Fill in required inputs, order steps with the arrows, and remove unused steps with the trash icon.
  5. Save and wait for confirmation. Enable the Playbook when it is ready to use.

A failed save keeps the draft open and identifies missing or invalid values. Changing a step's action type starts a new configuration for that step. Existing advanced steps remain preserved when you edit an older definition.

Start and inspect a run

  1. Start an enabled Playbook and select the relevant customer or linked records.
  2. Confirm the start once. If it fails, retry in the same dialog; your selections remain available.
  3. Open the Playbook's Activity and select its execution.
  4. Review the current step, attempts, approvals, and errors. Check the affected customer or work item for the intended result.

You can also start a Playbook from an available customer action or a Start Playbook automation action.

Permissions and approvals

Every Playbook runs with the permissions of its original creator. Only that member can edit the executable definition. Changing the definition does not transfer its identity.

Decision buttons appear below the waiting step's details. If saving an approval or rejection fails, your note remains in the dialog for retry. See automation run controls for the shared rules.

Pause, resume, retry, or cancel

Use the actions available for the run's current state. An active step finishes before a control action changes the run. Cancellation cannot undo external work already sent.

If history fails to load, use Retry in the affected section. This reloads history only; it does not start another Playbook. If a new run stays pending, ask an administrator to check background processing before starting it again.

Playbooks use supported Bnder actions and do not execute arbitrary uploaded code. For work that should start automatically after an event, see CRM Automations.