Playbook Recipes
Proven patterns for your Playbook — organized by who benefits. Copy these into your team or personal rules and adapt them to your sales process.
The Playbook lives in Customize > Playbook. Owners manage Team Settings (rules for everyone) and My Settings (personal shortcuts). Every rep can define their own personal instructions.
To use any recipe below:
- Open Customize > Playbook in the sidebar
- Switch to Team Settings (for org-wide rules) or stay on My Settings (for personal shortcuts)
- Click Edit, paste in the recipe, and adapt the placeholders
- Click Save
For Sales Leaders: Steering Your Team
CRM Hygiene Without the Nagging
The classic problem: mandatory fields get filled with garbage, optional fields get skipped entirely. Pam turns data entry into conversation.
Team instruction example:
After every customer interaction, make sure the following fields are updated: - Next step (free text describing the concrete next action) - Next step date - Deal amount (ask if it was discussed) - Key stakeholders involved If any of these are missing after a call debrief, ask the rep naturally before closing the conversation.
Reps don't feel like they're filling in a form — they're debriefing with a colleague who happens to update the CRM.
Campaign Pushes and Product Launches
New feature? Pricing change? Partnership announcement? Update team instructions once, and every rep is briefed instantly — across web, voice, WhatsApp, and phone.
Team instruction example:
This week (March 17-21), mention our new API integration to every contact in the Technology segment. Key talking points: - Reduces implementation time from 8 weeks to 3 - Available on all plans at no extra cost - Early adopter discount of 20% expires March 31 After mentioning it, ask if the customer has integration needs and log their response as a note tagged [API Integration Feedback].
Next week, update the instruction. No training session needed.
Process Enforcement
Team instruction example:
Before moving any deal to "Proposal" stage, confirm that the following MEDDIC criteria are documented on the deal: - Economic Buyer: name and title - Decision Criteria: what the customer will evaluate - Champion: internal advocate identified If any are missing, ask the rep to provide them before updating the stage.
Competitive Playbooks — That Actually Get Used
Sales enablement teams spend weeks building competitive battle cards. Nobody reads them. With Pam, the battle card is active:
Team instruction example:
If a customer mentions CompetitorX: - Ask what specifically they liked or were offered - Share these differentiators: [list your top 3] - Never speak negatively about the competitor - Log a note tagged [Competitive: CompetitorX] with what was mentioned If a customer mentions CompetitorY: - They typically compete on price. Emphasize our ROI and support quality - Offer to connect them with a reference customer in their industry
For Sales Leaders: Collecting Strategic Intelligence
This is where Pam becomes a data collection engine that works at scale without anyone noticing they're being surveyed.
Objection Tracking
Team instruction example:
After every customer call, ask if there were any objections or concerns. If so, ask what they were about and categorize them: - Price / budget - Timeline / urgency - Missing feature (specify which) - Competitor preference - Internal politics / stakeholder alignment - Technical concerns Log each objection as a note on the deal tagged [Objection: category].
After a month, you have structured objection data across your entire pipeline — no surveys, no spreadsheets, no rep effort.
Win/Loss Analysis
Team instruction example:
When moving a deal to Closed Lost, always ask why before updating the stage. Categorize the reason: - Price (we were too expensive) - Competitor (they chose someone else — ask who) - Feature gap (we're missing something they need — ask what) - No decision (they decided not to buy anything) - Timing (not the right time — ask when to follow up) - Champion left (internal advocate changed roles) Log the reason as a note tagged [Loss Reason: category]. If competitor or feature gap, capture specifics.
Feature Demand Signals
Team instruction example:
If a customer mentions a capability we don't have, or asks "can Pam do X?" and the answer is no: - Acknowledge it honestly - Log a note tagged [Feature Request] with: - Company name and size - The specific feature or capability requested - Their use case (why they need it) - How critical it is to their decision
Product teams get real demand signals tied to real deals, not abstract survey responses.
Market Intelligence
Team instruction example:
If a customer shares information about their industry, market conditions, or budget cycles: - Log a note tagged [Market Intel] with the key insight - Especially capture: budget freeze announcements, organizational changes, new initiatives or projects starting, technology decisions
For Individual Reps: Personal Skills
Define personal "slash commands" by writing them into My Settings in the Playbook. These work across all channels — type
/prep in web chat or say "slash prep" on a voice call./prep — Meeting Preparation
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. List any recent emails or notes from the last 2 weeks 5. Draft 3 talking points based on the above
Pam immediately starts gathering intel from your connected tools:
/debrief — Post-Meeting CRM Update
When I say "/debrief": 1. Ask me who I met with and at which company 2. Ask what we discussed (keep it conversational) 3. Ask about next steps and timeline 4. Then: update the deal, log a meeting note, and create follow-up tasks 5. If any new stakeholders were mentioned, create contacts for them
/todo — Cross-System Task Aggregation
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 or requiring action 4. Present everything as a single prioritized list
/0inbox — Email Triage
When I say "/0inbox": 1. Go through my unread emails one by one 2. For each email, suggest: reply, archive, create task, or delegate 3. If I say reply, draft a response for my approval 4. If I say task, create a CRM task with the email context 5. Keep going until inbox is empty
/pipeline — Deal Review
When I say "/pipeline": 1. Show all my deals closing this month, sorted by amount 2. Flag any with missing next steps or outdated close dates 3. Highlight deals that haven't been updated in over a week 4. Suggest which deals need immediate attention
/weekly — Week Summary
When I say "/weekly": 1. Summarize my week: deals advanced, new contacts created, meetings held, tasks completed 2. Highlight any deals that stalled or moved backward 3. Show my pipeline delta (total value change this week) 4. Draft a brief report I can share with my manager
/territory — Account Health Check
When I say "/territory": 1. Show accounts in my territory with no activity in the last 30 days 2. List any accounts with deals stuck in the same stage for over 2 weeks 3. Highlight new contacts added by others at my accounts 4. Suggest 3 accounts I should prioritize this week
For Field Reps: On-the-Go Workflows
Voice Debrief After a Meeting
Walking to your car? Record a WhatsApp voice message:
"Hey Pam, I just met with Sarah from TechStart. They're interested in the enterprise plan, budget is around 80k, want to start Q2. Main concern is implementation timeline. Create a note and update the deal amount."
Pam transcribes, updates the CRM, and you're done before you start the engine.
Pre-Meeting Lookup
Sitting in the lobby? Quick WhatsApp text:
"What's the latest on the Acme Corp deal?"
Pam pulls up the account summary, recent notes, and open items in seconds.
End-of-Day Batch Update
Send a voice message summarizing your day:
"Today I had three meetings. First was Acme — moved to negotiation, they want 10% discount. Second was TechStart — no show, reschedule for next week. Third was GlobalCo — new opportunity, 50k, create the deal in qualification stage."
Tips for Defining Good Instructions
- Be specific — "After every call, ask about objections" beats "Collect feedback"
- Include the format — "Log as a note tagged [Objection: category]" ensures consistent, searchable data
- Give examples — Show Pam what "good" looks like
- Layer team + personal — Org-wide process in Team Settings, personal shortcuts in My Settings
- Iterate weekly — Review what's working, refine what isn't, remove what's stale
- Think in campaigns — Team instructions can change weekly to match your sales rhythm