The playbook is the company context AI Engine adds to its prompts, so that answers, emails and briefs sound like your company rather than a generic assistant. You write it once, in the Org Profile, and it applies to every user.
Where it is used#
The playbook is included in:
- chat questions and answers in the Sales Agent
- the built-in record actions Next Steps and Draft Email, and the Company News cards
- Meet Prep briefs and Analyze Email
- Magic Snap's company fit analysis
- the queries that ✨ Generate writes for prompt data sources
In your own prompt templates, the playbook is included only where you write the {playbook} placeholder. See Prompt templates.
AI scoring, the in-app help assistant and the AI text in PDF templates do not use the playbook. Put scoring rules in Scoring Instructions on the AI Scoring tab. See AI Scoring.
The five sections#
- Open Ai Agent Admin Setup → Org Profile.
- Click the existing profile card to edit it. Do not use + New Profile when a profile already exists: saving from it overwrites the existing profile, including the playbook. See Org Profile settings.
- Fill in the sections you need. Empty sections are left out.
- Click ✓ Save at the top of the form.
| Section | What to write | Example |
|---|---|---|
| Company Description | What you sell, to whom, in which markets, and what sets you apart | "We sell route-planning software to mid-sized logistics companies in Northern Europe. Customers choose us for fast onboarding and local support." |
| Lead Process | Your sales stages and what qualifies a lead | "A lead is qualified when we know the annual volume, the decision maker and the current supplier." |
| Email Guidelines | Tone, length, language conventions, sign-off | "Short, direct, no marketing phrases. Use the recipient's first name. Always propose one concrete next step." |
| Qualification Questions | The questions a rep should get answered | "Who approves the purchase? What is the planned start date? What happens if nothing changes?" |
| Compliance Guardrails | What the AI must not say or do | "Never offer discounts or promise delivery dates. Do not mention competitors by name. Do not comment on personal matters." |
How to write a good playbook#
- Be concrete. "We sell to mid-sized manufacturers who replace suppliers after quality problems" helps more than "We are a customer-focused company".
- Keep it short. The playbook is sent with most requests, so every sentence adds to the size and cost of every call. A few sentences to a short paragraph per section is usually enough.
- Use the words your reps use. Product names, stage names and abbreviations that appear in your records help the AI connect the playbook to the data.
- Put prohibitions in Compliance Guardrails. The playbook passes this section to the AI under the heading COMPLIANCE GUARDRAILS, so state each rule plainly there instead of hinting at it in other sections. Meet Prep, for example, is instructed to leave out personal notes when your guardrails restrict personal topics.
- Ask the people who sell. The best content comes from a short conversation with an experienced rep: what do they check first on an account, and what makes them worry about a deal?
Good to know#
- The playbook is sent to your AI provider as part of the requests listed above. Do not put confidential information in it that should not leave Salesforce.
- The playbook instructs the AI; it does not enforce anything. Models follow the guardrails in most cases but can still make mistakes, so reps should review drafted emails and other text before they send it.
- Changes apply to the next request after you save. Users do not need to do anything.
- Language: the playbook can be written in any language. Answers follow the language of the user's question or the language selector, not the language of the playbook.