When a contact enters Vixiees, the system must assign them a playbook. This article explains how the initial Sales Brain (Playbook) is selected and how to configure automatic routing.
Default Sales Brain (Playbook)
Every account must have a default Sales Brain (Playbook). This playbook:
- Is used when no other routing rule applies
- Is mandatory (cannot be deleted if it is the only one)
- Is configured in Playbooks > [Playbook] > Mark as default
Manual selection (contact creation)
When a user creates a contact manually:
- The form shows the default playbook pre-selected
- The user can switch to any other playbook
- They must select the initial stage
- The default stage is the first one in the playbook (lowest position)
Automatic selection by phone number
For inbound contacts (calls, WhatsApp), the playbook is selected as follows:
- The system identifies the incoming phone number
- It checks whether that number has associated playbooks
- It uses the playbook marked as default for that number
- If no playbook is associated, it uses the account's default playbook
Configure numbers with playbooks
Navigate to Settings > Phones and associate each number with one or more playbooks.
Routing via web form
For contacts from external forms (Web Snippet):
- The contact is created in the default playbook
- If the form has a configured relationship, the contact is moved to the specific playbook
- Configure relationships in Integrations > Web Snippet > Forms
Selection priority
| Priority | Criterion | Result |
|---|---|---|
| 1 | Explicit playbook | Uses the indicated playbook |
| 2 | Incoming number | Playbook associated with the number |
| 3 | Web form | Playbook associated with the form |
| 4 | Default | Account's default playbook |
Initial stage
Within the selected playbook:
- The first stage by position is used (the lowest)
- That stage is the playbook's "default stage"
- The contact starts there and can move through the flow
Salesperson assignment
Once the playbook is selected, a salesperson is assigned based on:
- First available: No specific assignment, shared queue
- Fair rotation: Equal rotation among salespersons
- None: No automatic assignment
Conclusion
Playbook selection is the first step in a contact's lifecycle. Correctly configure phone numbers and forms so contacts automatically reach the right playbook.
Relevant scenarios
- Companies with multiple business lines (one playbook per product)
- Dedicated phone numbers per marketing campaign
- Web forms that route to specialized teams
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