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A playbook is a structured, multi-step flow the agent follows for a repeatable task — collecting the fields needed to book a job, qualifying a lead, or walking a caller through a return. Where skills are single actions and knowledge is recall, a playbook is a procedure: do this, then this, branch on the answer.

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When to use one

Reach for a playbook when a task has a fixed shape — a set of inputs to gather in order, with branches — rather than an open-ended Q&A. The agent stays conversational, but the playbook makes sure every required step happens.

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In the API

ActionEndpoint
List / createGET · POST /agents/{id}/playbooks
Read / updateGET · PATCH /agents/{id}/playbooks/{id}
Inspect the flow graphGET /agents/{id}/playbooks/{id}/graph
In the API and dashboard these are called playbooks; some internal references use the older term procedures. They’re the same thing.