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Playbooks

Use playbooks

Last updated: September 21, 2022

Applies to:

Sales Hub Professional, Enterprise
Service Hub Professional, Enterprise

As your sales and services teams 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.

To create, edit, and delete playbooks, you must have an assigned Sales Hub or Service Hub Professional Enterprise seat and Publish and/or Write playbooks permissions.

Please note:
  • Users with assigned Sales Hub Professional or Enterprise paid seats who do not have playbooks permissions can still view and use playbooks in the playbooks tool, and on contact, company, and deal records.
  • Users with assigned Service Hub Professional or Enterprise paid seats who do not have playbooks permissions can still view and use playbooks in the playbooks tool, and on contact, company, deal, and ticket records.
  • Depending on your HubSpot subscription, there's a limit to the number of playbooks you can create. Learn more on HubSpot's Product & Services catalog

Create playbooks

  • In your HubSpot account, navigate to Sales > Playbooks.
  • In the upper right, click Create playbook.
  • You can create a playbook from scratch, or create a discovery call playbook or qualification playbook using a template. To preview a template, click the Preview tab in the right panel. To make a selection, in the left panel, select a playbook type.
  • Click the edit pencil icon and enter a title for your playbook.
  • Click Create playbook. playbook-templates-1
  • Write the playbook Body content. Use the toolbar at the top to format your content, or insert links, images, embed codes, or questions & answers.playbook-formatting-tool
    • To insert a URL, click the link Link icon.
    • To browse for an image in your file manager, upload an image from your computer, or enter an image URL, click the insertImage Image icon .
    • 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 questionAnsweQuestion & answer icon. In the dialog box, write a question or prompt.
      • Select an Answer option.
        • Open text: enter responses in an open text field.
        • List of answer options (Sales Hub or Service Hub Enterprise only): 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.
        • Update a property (Sales Hub orService Hub Enterprise only): 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. playbooks-create-questions
      • When you're done, click Save.
    • To add a video or upload a new video file, click the Insert dropdown menu, then select Video.
    • To insert a URL to create a YouTube, Vimeo, or Instagram embed code, click the Insert dropdown menu, then select 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

Please note: when you log a playbook as a call, the call engagement will only log to the record where you used the playbook. It will not log to any of the associated records.

  • To review and restore a previous version of the playbook, in the upper right, click Version history. Choose a version from the left side of the dialog box, then click Restore.
  • When you're done, click Publish.

Manage playbooks

  • In your HubSpot account, navigate to Sales > Playbooks.
  • In the upper left, use the search bar to look up a playbook by name.
  • To filter by the playbook's owner, click the Owner dropdown menu.
  • To edit, clone, delete, unpublish, or change who can access the playbook:
    • Hover over a playbook name.
      • To open the playbook editor and make edits, click the playbook name.
        • To review and restore previous versions of the playbook, in the top right corner in the editor, click Version history
        • On the left side of the dialog box, view and select a previous draft
        • To restore this draft, click Restorerestore-playbook
      • To clone the playbook, click the Actions dropdown menu, then click Clone.
      • To delete the playbook, click the Actions dropdown menu, then select Delete. Or, select the checkbox next to the playbook(s), then at the top of the table click delete Delete.
      • To unpublish the playbook, click the Actions dropdown menu, then select Unpublish.
      • To change who the playbook is shared with so only certain users can view and use the playbook, click the Actions dropdown menu, then select Manage sharing. Learn more about sharing access to sales content with your users and teams.

playbooks-move-delete-clone

Once you've created your playbooks, you can organize them into 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 the playbooks to move, then click foldeMove to folder. playbooks-move-playbook-to-folder-1
  • 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 ediRename.

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

  • In the pop-up window, the playbook content will appear. Depending on the answer field for each question, enter notes, enter text to save to a contact property, or select quick replies.playbook-pane
  • 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.
  • If you're logging the playbook as a call or a meeting, use the Select an outcome dropdown menus to select a call outcome or edit the call or meeting type. playbook-select-outcome

The playbook will save as an engagement on the record's timeline with the questions, answers, and any notes. All information entered into a playbook will be autosaved as a draft until you click Log [engagement type]. Once you select Log [engagement type], any properties that are linked to a question & answer will be updated with the responses you selected or entered while using the playbook  (Sales Hub or Service Hub Professional or Enterprise only).

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.

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