Calling

Use playbooks

Last updated: July 11, 2019

Applies to:

Sales Hub  Enterprise
Service Hub  Enterprise

As your sales and services teaanages grow, coaching your team members requires more time and effort. With the playbooks tool, you can provide guidance with interactive content cards displayed in contact, company, deal, and ticket records for your team members to reference and create standardized notes when speaking to prospects and customers.

Please note:
  • To create, edit, and delete playbooks, you must have an assigned Sales Hub or Service Hub Enterprise seat and Publish and/or Write playbooks permissions.
  • Sales Hub Enterprise users without playbooks permissions can still view and use playbooks in the playbooks tool, and in contact, company, and deal records. They will not have access to playbooks in ticket records.
  • Service Hub Enterprise users without playbooks permissions can still view and use playbooks in the playbooks tool and on contact, company, and ticket records. They will not have access to playbooks in deal records.

Create playbooks

  • In your HubSpot account, navigate to Sales > Playbooks.
  • In the upper right, click Create playbook.
  • You can create a call script, how-to playbook, or account-based selling playbook using a template, or create a playbook from scratch. In the left panel, select a playbook type.
  • Add a title for your playbook, then click Create playbook. create-playbooks-select-a-playbook-type
  • Write the playbook Body content. Use the toolbar at the top to format your content, or insert links, images, embed codes, or questions & answers.playbooks-toolbar-editor
    1. To insert a URL, click the Link iconlink.
    2. To browse for an image in your file manager, upload an image from your computer, or enter an image URL, click the Image icon insertImage.
    3. To allow users to ask the contact a question, then enter their answer or select their answer from a predetermined set of responses, click the Question & answer iconquestionAnswe. In the dialog box, write a question or prompt.
      • Select an Answer option.
        • Open text field only: enter responses in an open text field.
        • Use a set of answers that saves to a note: select from a predetermined set of responses that then save as a note on the contact record. To add a quick reply, click into the Quick replies field and enter a reply option, then click Create option "[option]", or press the Enter key.
        • Use a set of answers that saves to a property: select from a predetermined set of responses that then saves to a contact, company, deal, or ticket property. Click the Property type dropdown menu and select a property type, then select a specific property to link to. Only properties with preset values will be available in the dropdown menu - single-line or multi-line text properties will not be listed. create-question
      • When you're done, click Save.
    4. To add a video or upload a new video file, click the Video icon insertVideo.
    5. To insert a URL to create a YouTube, Vimeo, or Instagram embed code, click the Embed code icon embed.
  • After writing your playbook content, click the Settings tab.
      • To specify what type of engagement the playbook should log as when it is saved to a record, click the Engagement type dropdown menu and select an engagement type.
    settings-engagement-type
  • To see what the playbook will look like on a contact, company, deal, or ticket record, click Preview in the upper right. 
  • When you're done, click Publish.

Manage playbooks

  • In your HubSpot account, navigate to Sales > Playbooks.
  • In the upper right, use the search bar to look up a playbook by name.
  • To filter playbooks by creator, click the View dropdown menu.
  • To edit, clone, delete, or unpublish a playbook:
    • Hover over a playbook name.
      • To edit the playbook, click Edit.
      • To clone the playbook, click Clone.
      • To delete the playbook, click the More dropdown menu, then select Delete. Or, select the checkbox next to the playbook(s) to delete, then at the top of the table click deleteDelete.
      • To unpublish the playbook, click the More dropdown menu, then select Unpublish.playbooks-move-delete-clone

Once you've created your playbooks, you can organize them in different folders:

  • In the upper right, click New folder.
  • Enter a folder name, then click Add folder.
  • To move playbooks to a folder, select the checkbox next to left any playbook(s) to move, then click folder Move. playbooks-move-playbook-to-folder
  • In the dialog box, select a folder, then click Move.playbooks-select-a-folder
  • If you want to rename a folder, select the checkbox next to the folder, then at the top of the table click edit Rename.

Use playbooks in contact, company, deal, or ticket records

  • In the pop-up window, the playbook content will appear. If the playbook has question & answer(s) with quick replies or a notes field, select quick replies or enter notes.
  • When you're done using the playbook, click Log [engagement type] in the bottom left. The engagement type will be the one you selected on the Settings tab in the playbook editor.log-playbook-as-note
  • If you're logging the playbook as a call or a meeting, use the dropdown menus to select a call outcome or edit the call or meeting type. playbook-pane
The playbook will save as an engagement on the object timeline with the questions, answers, and any notes. Any properties that are linked to a question & answer will be updated with the quick reply response.

playbook-note-timeline

Please note: any notes and replies saved in your playbooks will appear the next time the playbook is accessed on a record. You can delete notes and replies to remove them from the playbook.

View playbooks in Slack

If you've installed HubSpot's integration with Slack, you can search for and view playbooks directly in Slack by using the /hs-search-playbook slash command.