Delivering for clients
Questions about reusing a setup
Quick answers about installing a playbook, editing it, texting rules, and stopping one.
Every question people actually ask about reusing a setup. Open the one you need.
Will installing a playbook message my customers?
No. Every routine it creates is switched off. Testing sends nothing either. A real message can only go out after you switch a routine on yourself.
Do I need a playbook at all?
Probably not, if you run one business. Build routines instead. A playbook earns its keep when you are setting up the same thing for business after business.
Can I use one playbook for more than one business?
Yes. Each one gets its own separate copy, with its own wording and links. Changing one does not change any other.
What if I already built something like this by hand?
Installing a playbook never deletes work you built yourself. That does mean you can end up with two routines doing the same thing, so check for duplicates before switching the new ones on — otherwise a customer gets the same message twice.
Will installing a newer version wipe my edits?
It depends how you update. If you ask Cook in chat to update the install, it prepares drafts, keeps your own edits and shows you anything that conflicts. If you go back through the setup screens instead (Update these routines), every routine is rebuilt from the playbook, your changes in the builder are replaced, and every routine is switched off again.
What happens when someone replies STOP?
They stop receiving texts straight away, and every routine skips them from then on. This is a legal requirement, not a setting you can turn off. Only a reply that is exactly the keyword counts: "STOP" does, "please stop" does not. If they later reply START, they receive texts again.
Can I stop messages going out at night?
Yes, by setting sending hours on the routine. A routine with no sending hours sends whenever a step comes up. The Appointment Lead Engine asks for sending hours when you install it (8am to 9pm in the business's time zone unless you change them), and a message that comes up outside them waits until they start.
Who is allowed to install one?
Anyone with permission to build routines. On your own, that is you.
What do my customers see?
The messages the routines send them, and nothing else. They never see the playbook, how it was set up, or your standards.
How do I know it is working?
Open the routine's run history. It shows what happened, when, and what came back. Read the first few real runs and check that the alerts reached you where you expected.
Something is going wrong — how do I stop it fastest?
Turn the routine off so no new runs start. Runs already in progress keep going: open the routine, choose Who's in it and press Stop on each person. Nothing is deleted. Then fix it, test it, and turn it back on.