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Playbook
Playbook

Playbook

Playbook

Your Playbook is Pam's control center. It defines how Pam behaves — both for your entire team and for you personally. Open Customize > Playbook in the sidebar to access it.
As an owner, you see two tabs:
  • Team Settings — Rules that apply to every team member, across every channel
  • My Settings — Your own shortcuts, preferences, and skills
My Settings contains Playbook, Memory, and Integrations. Team Settings contains Playbook and Memory only. Members only see My Settings. Team rules are active in the background — shaping every conversation — but only owners can edit them.
Playbook page overview — My Settings tab
Playbook page overview — My Settings tab

Team Settings (Owner-only)

Team rules are the most powerful way to steer Pam across your organization. Every conversation Pam has — whether by chat, voice, WhatsApp, or phone — is shaped by these rules.
Team Settings tab showing team playbook with description and member avatars
Team Settings tab showing team playbook with description and member avatars

How It Works

Team rules are free-form text that becomes part of Pam's system prompt. Write them in natural language, exactly as you'd brief a new team member. Pam sees them as:
"Specific instructions on how to behave while working here at [Your Company]"
Click the Edit button (pencil icon) to open the text editor. Add or modify rules, then click Save.
Team Settings edit mode with text editor open
Team Settings edit mode with text editor open

Example: Adding a Team Rule

Here is an example of adding an objection-tracking rule to the team playbook:
# Call Debriefs
- After every customer call, ask about objections and log them as a note tagged [Objection: category]
Team Settings with new rule typed in
Team Settings with new rule typed in
After clicking Save, the rule is immediately active for all team members.
Team Settings saved state showing the updated playbook
Team Settings saved state showing the updated playbook

What to Include

Sales methodology:
Use the MEDDIC framework for opportunity qualification.
When reviewing a deal, always check: Metrics, Economic Buyer,
Decision Criteria, Decision Process, Identify Pain, Champion.
CRM hygiene rules:
After every customer interaction, update the deal with:
- Next step and next step date
- Updated deal amount if discussed
- Key stakeholders mentioned
All contacts must include job title and decision-making authority level.
Company policies:
Never move a deal to "Closed Won" without a signed contract.
All meetings must include a calendar invite to the customer.
Do not send emails to C-level contacts without explicit approval.
Tone and communication style:
Use formal language in German-speaking markets.
Keep call summaries under 5 bullet points.
Always address contacts by their last name in initial outreach.
Product knowledge:
Our enterprise plan starts at EUR 50,000/year.
Implementation typically takes 6-8 weeks.
Our main competitors are X, Y, and Z — never mention them negatively.
Strategic intelligence collection:
After every customer call, ask if there were any objections.
Categorize them: price, timeline, missing feature, competitor, internal politics.
Log each objection as a note tagged [Objection: category].
Campaign pushes:
This week, mention our new API integration to every contact in the
Technology segment. Key talking points: [...]
After mentioning it, log their response as a note tagged [API Feedback].
See Playbook Recipes for many more examples.

Best Practices

  1. Be specific — "Update the deal stage after every call" works better than "Keep CRM up to date"
  1. Use examples — Show Pam what good looks like
  1. Set priorities — If two rules could conflict, be explicit about which wins
  1. Iterate — Start with 3-5 rules, observe, refine
  1. Think in campaigns — Update weekly to match your sales rhythm
  1. Keep it current — Remove stale rules (last quarter's pricing, ended campaigns)

File Uploads (Coming Soon)

A future update will allow you to attach documents (PDFs, playbooks, pricing sheets) as additional context.

My Settings

Every team member can define personal skills and preferences that layer on top of the team rules under My Settings. Pam sees both — team rules first, then your personal additions.
My Settings tab showing personal playbook section
My Settings tab showing personal playbook section

Skills (Slash Commands)

Define personal "slash commands" by writing patterns into your personal playbook. These work across all channels — type /prep in web chat or say "slash prep" on a voice call.
When I say "/prep [company name]":
1. Pull the account summary and recent activities
2. List all open deals with stage, amount, and next steps
3. Show key contacts and their roles
4. Draft 3 talking points based on the above
When I say "/debrief":
1. Ask me who I met with and at which company
2. Ask what we discussed
3. Then: update the deal, log a meeting note, create follow-up tasks
When I say "/todo":
1. Gather all my open tasks from CRM
2. Check my calendar for meetings today and tomorrow
3. Check my email for anything flagged
4. Present everything as a single prioritized list
Click Edit in your personal Playbook section, then describe how Pam should behave when you use a particular phrase:
Personal playbook edit mode with /debrief command typed
Personal playbook edit mode with /debrief command typed
Click Save — the instruction is immediately active.
Personal playbook saved showing the /debrief instruction
Personal playbook saved showing the /debrief instruction
See Playbook Recipes for more skill examples.

Preferences

I prefer concise summaries — no more than 3 bullet points.
Don't list all contacts on a deal unless I ask.

Territory and Account Context

My territory is DACH (Germany, Austria, Switzerland).
Default language for customer communication is German.
My key accounts are: Acme Corp, TechStart GmbH, Enterprise AG.

Tips

  • Personal rules are for your preferences — use team rules for org-wide process
  • Start small: 2-3 rules, see how Pam adapts, then refine
  • Be direct: "Do X" works better than "It would be nice if you could maybe try to X"
  • If a personal rule contradicts a team rule, Pam generally favors the more specific one. For critical team rules, owners should be explicit: "This overrides personal preferences"

How Team + Personal Work Together

Pam builds its context in layers:
  1. Team rules — The org-wide foundation (process, policies, knowledge)
  1. Personal rules — Individual preferences and skills layered on top
This means an owner can set "always ask about objections after a call" for the whole team, while each rep can define their own /debrief workflow for how they want to capture meeting notes. The team rule ensures the data gets collected; the personal skill makes it feel natural for each individual.

Slash Commands in Action

Once you have saved a slash command to your personal playbook, use it directly in chat. Type /debrief (or whichever phrase you defined) and Pam immediately follows your personal workflow:
Chat with /debrief typed in message input
Chat with /debrief typed in message input
Pam recognizes your command and begins the defined sequence — in this case, asking who you met with first:
Pam responding to /debrief command asking who you met with
Pam responding to /debrief command asking who you met with

Troubleshooting

Pam isn't following my team rule
  • Make sure the rule is saved (the Save button should be gone and the Edit pencil icon should be visible)
  • Keep instructions clear and unambiguous
  • If you have a long playbook, Pam reads the whole thing, but the most recent/specific instructions tend to win when there is a conflict
My slash command is being treated as plain text
  • Ensure you defined the trigger phrase exactly as you type it (e.g., /debrief not debrief)
  • Save after editing — unsaved changes are not active
Team rules not visible to members
  • Team rules are loaded automatically; members don't need to configure anything
  • Only owners can edit team rules — team members see a read-only view
I want to override a team rule for myself
  • Add a personal rule that is more specific. For example, if the team rule says "address all contacts formally," your personal rule can say "in my chats with contacts in California, use first names"

Related Documentation

  • Memory — Persistent facts Pam always knows about your team and accounts
  • Integrations — Connect HubSpot, Salesforce, email, and calendar