Introducing Playbook Automation: Streamline New Customer Onboarding

Discover the new Playbook Automation feature built into our automation engine. Automatically enroll new customers in onboarding playbooks, integrate with CRM tools, and enhance your team support workflow.

By Jonathan Lapinsky

In this guide, we'll learn how to use the Playbook Automation feature to streamline new customer onboarding. This process allows you to automatically assign new customers to an onboarding playbook when they are added to your system.

You will see how to set up rules based on customer events, such as when a customer is created, and how to link these events to your existing playbooks. This helps ensure that every new customer follows a consistent onboarding process.

Let's get started

Here's a quick overview of our new Playbook Automation feature. This feature is built into the automation engine. When you create a new rule, such as "Onboarding" for new customer onboarding, the customer object is now included.

1
Click the Edit button under the Details card.
Step #1: Click the Edit button under the Details card.
2
In the Name field, type "Onboarding".
3
In the Description field, type "New Customer Onboarding".
4
Click the Trigger step.
Step #4: Click the Trigger step.
5
Click the Select an Object dropdown.
Step #5: Click the Select an Object dropdown.

This can clearly be expanded in the future. We started with tickets when we first launched the system. Now, we have customers.

6
Select Customer from the dropdown menu.
Step #6: Select Customer from the dropdown menu.
7
Click the Select a trigger event dropdown.
Step #7: Click the Select a trigger event dropdown.

You can set up the rule to apply when a new customer is created.

8
Click the Select a trigger event dropdown.
Step #8: Click the Select a trigger event dropdown.

This use case applies when a new customer is added to team support. The goal is to automatically enroll them in an onboarding playbook.

9
Click Create.
Step #9: Click Create.

Conditions are filtered by the object, which is currently customers. For example, you can set "date created" to be greater than today's date.

10
Click the Select a field dropdown.
Step #10: Click the Select a field dropdown.
11
Click Date Created.
Step #11: Click Date Created.
12
Click the Select a function dropdown.
Step #12: Click the Select a function dropdown.
13
Click Greater Than.
Step #13: Click Greater Than.
14
Click the Select a date field.
Step #14: Click the Select a date field.
15
Click the date 17 from the calendar.
Step #15: Click the date 17 from the calendar.

You can add an action to assign them to a playbook.

16
Click the Select an action dropdown.
Step #16: Click the Select an action dropdown.
17
Click Assign to Playbook.
Step #17: Click Assign to Playbook.

Any playbooks you have configured will appear in the dropdown menu.

18
Click the Playbook dropdown menu.
Step #18: Click the Playbook dropdown menu.
19
Type to search for a playbook.

This is an event-based platform.

20
Use event-based triggers for new customers, including manual additions, imports, and CRM integrations.

It will work with new customers, mainly outside of team support. It will work with the import tool. It will work with CRM integrations. Check the PR FAQ for more information on positioning and how it helps us strategically with our ICP.