Changing a Contact's Sales Brain (Playbook)

A contact can be moved between Sales Brains (Playbooks) manually, automatically, or through workflows. This article explains how the Sales Brain (Playbook) change works and what happens to pending tasks.

How to change a contact's Sales Brain (Playbook)

Manual change

1. Open the contact card
2. In the Sales Brain (Playbook) selector, choose the new Sales Brain (Playbook)
3. Select the target stage
4. Confirm the change

Change via workflow

Workflows can include a Move to Sales Brain (Playbook) action that automatically changes the Sales Brain (Playbook) when conditions are met.

Change via task action

Task templates can have success/failure actions that move the contact to another Sales Brain (Playbook) upon task completion.

What happens to pending tasks

When a contact changes Sales Brain (Playbook):

System tasks

• Inbound call, inbound WhatsApp, etc. are migrated to the new playbook
• They look for the equivalent template in the new Sales Brain (Playbook)

Custom tasks

• The start conditions of each task are evaluated
• Tasks that do not meet the conditions are deleted
• Only tasks whose conditions remain valid are kept

Already completed tasks are not modified.

Automatic actions when changing Sales Brain (Playbook)

When changing Sales Brain (Playbook), the system executes:

1. Reassignment: According to the new Sales Brain (Playbook)'s strategy
2. Task verification: Deletes tasks that no longer apply
3. Webhook: Sends notification to external systems
4. Workflows: Triggers workflows of the new Sales Brain (Playbook)
5. CRM synchronization: Updates the status in HubSpot/Pipedrive

Important restrictions

• Only one move action per template: A task template cannot have multiple move-to-Sales-Brain (Playbook) actions
• Required fields: If the target stage has mandatory fields, you will need to complete them
• Started tasks: You cannot change the Sales Brain (Playbook) if the contact has a task in progress

Change log

Each Sales Brain (Playbook) change is recorded with:

• Reason: Manual, workflow, task action
• User: Who made the change
• Timestamp: When it occurred
• Previous and new Sales Brain (Playbook): For audit purposes

Marking as Won or Lost

When marking a contact as won or lost:

• They are automatically moved to the corresponding stage
• The CRM is updated if connected
• Pending tasks are re-evaluated

Conclusion

Changing the Sales Brain (Playbook) is an important operation that reorganizes the contact's tasks. Make sure task template start conditions are correctly configured so tasks behave as expected.

Relevant scenarios

• Escalating a contact from "Prospecting" to "Negotiation"
• Automatically moving contacts that meet certain criteria
• Closing lost contacts and sending them to a recovery Sales Brain (Playbook)