For AI agents: the complete documentation index is available at https://docs.clickmax.io/en/llms.txt, the full documentation bundle is available at https://docs.clickmax.io/en/llms-full.txt, and this page is available as Markdown at https://docs.clickmax.io/en/features/contacts/playbooks.md.
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      • Create a sales playbook and use it across pipelines

      A playbook is your sales method written once: the stages of the conversation, each with an objective, a talk track, what to watch out for and the questions to cover; the tones of voice; supporting attachments; and what the copilot must never suggest. It lives on its own under Contacts & Sales › Playbooks and can be linked to one or more pipelines — the same NEPQ or SPIN serves new sales and renewals without being copied.

      Today the playbook is used in Click Meeting rooms (the Script column of the panel and the copilot's suggestions) and in voice calls. The WhatsApp, Livechat and Flows scopes show up in the editor as Coming soon and cannot be selected yet.

      Role: workspace owner, admin or editor to create and edit. Any role sees the playbook during a meeting or call.

      Before you start

      • If you already had a script in a pipeline's Playbook tab, it became a playbook named after the pipeline, with a single stage called Script — the old text is its talk track and the checklist became its questions. Open it under Playbooks and split it into stages whenever you want; nothing was lost.
      • AI agents are still chosen per pipeline, not per playbook. See Set up the copilot for the pipeline's meetings.

      Create the playbook

      1. In the sidebar, under Contacts & Sales, open Settings › Playbooks and click New playbook. Pick From scratch to start blank or Templates to start from a ready-made framework (NEPQ, SPIN Selling, BANT, Challenger or Consultative diagnosis), give it a name and click Create playbook. The editor opens with the playbook already saved. The With AI option is not available yet.
      2. Fill in the Name (the method's name, e.g. "NEPQ — Neuro-Emotional Persuasion Questioning") and the Description / method summary: what it is and how the seller should behave. The summary goes to the copilot in full.
      3. Under Where to use, keep Click Meeting selected. The other scopes are Coming soon.
      4. Under Stages, click Add stage and fill in, for each one:
        • Stage title — what the room shows ("Connecting", "Situation", "Problem awareness").
        • Objective — what must be true when leaving it.
        • Talk track — how to run it, in a few sentences.
        • What to watch (avoid) — the common mistakes of that stage.
        • Stage questions — one per line, in the order they should be asked. Click Add question for each. They become the meeting checklist. The stage list sits on the left and the selected stage opens on the right; use each stage's arrows to reorder. Up to 20 stages, with up to 30 questions each.
      5. In the Tones tab, click Add tone: each tone is a row with three columns — Name ("Curious", "Concerned"), When to use and How it sounds. Up to 12 tones.
      6. In the Keywords tab, write the triggers that show up on their own during the meeting when the client speaks. See Keywords: what shows up the moment the client speaks.
      7. In the Attachments and prohibitions tab, under Supporting attachments, click Upload file to add a price list, a deck or objection material.
      8. In the same tab, under What the copilot must never suggest, type one prohibition at a time and click Add: "Never promise an implementation date", "No discount above 10%". Up to 20, 300 characters each.
      9. Click Save.

      Keywords: what shows up the moment the client speaks

      A trigger is a pair: the words that fire it and the cue the seller should see when they are said. During the meeting, as soon as the guest says one of those words, the cue appears at the top of the Copilot tab — right away, without waiting for AI. It is the same text every time, because whoever wrote the trigger decided the answer before the conversation.

      In the Keywords tab, click Add trigger and fill in:

      • Trigger title — the card label ("Price objection"). Optional.
      • Words that trigger it — type and press Enter or comma for each one; you can paste a comma-separated list. Accents and case don't matter, but the word must be said in full: cost fires on "the cost is too high" and does not fire inside another word, like "costume". Each word needs at least 2 letters. Up to 12 per trigger.
      • Heads-up / Urgent / Info — the card colour in the meeting.
      • What to show — what the seller should do or say. Up to 500 characters.

      Next to it, How it shows up in the meeting renders the card exactly as the seller will see it. Below that, under Test a sentence, type what the client would say and Clickmax tells you whether that trigger would fire — it is the same comparison that runs in the meeting.

      Up to 40 triggers per playbook. If the same word appears in two triggers, it is highlighted in amber: both cards will show up together.

      During the meeting, the same trigger only fires again 5 minutes after the last time — a client repeating "expensive" three times in one sentence doesn't flood the panel. Only the guest's speech fires it; the seller saying the word lights nothing up.

      There are two paths, and both write the same thing.

      From the playbook page (fastest right after writing the method):

      1. With the playbook open, look at the Pipelines card in the right-hand column.
      2. Click Add pipeline. The Pipelines that follow this playbook window opens with every pipeline in the workspace — the ones already following the method come checked. Use the search to find one by name.
      3. Check the ones that should follow the method and uncheck the ones that shouldn't. If a pipeline already follows another playbook, the option warns "Currently uses <name>" — checking it here replaces that method.
      4. Click Save. The footer shows how many are selected; closing the window without saving changes nothing.
      5. To remove a pipeline without opening the window, hover it in the card list and click the × — that one applies immediately.

      From the pipeline settings (when you're already looking at the pipeline):

      1. Open the pipeline and click the gear icon to open Pipeline Settings.
      2. In the side menu, click Playbook.
      3. Under This pipeline's playbook, pick the playbook. To remove it, pick No playbook. The choice is saved immediately.

      Either way, linking or unlinking the playbook does not change the AI agent chosen on the pipeline.

      Editing the playbook applies to every pipeline linked to it — in the next meetings and calls. A meeting in progress keeps the script it loaded when it opened.

      Delete a playbook

      In the Playbooks list, open the playbook, click the ⋯ button next to Save and choose Delete playbook. The confirmation shows how many pipelines use it; once confirmed, those pipelines are left without a playbook and their next meetings open without a script or prohibitions. The AI agent chosen on the pipeline does not change.

      Where the playbook shows up

      • Click Meeting room — the Script column of the Copilot tab shows the stages with the questions as a two-level checklist, the tones and the Don't list; the Cues block at the top of the suggestions lights up when the guest says a keyword. The copilot receives the whole method in its briefing. See Get suggestions during the meeting.
      • Voice call — the left column of the call window shows the stages with checkable questions and the attachments, the whole time. See Use the playbook during the call.

      FAQ

      Can I have one playbook per pipeline, like before? Yes: create one playbook for each and link each pipeline to its own. The difference is that one playbook can now also serve several pipelines.

      I selected WhatsApp and it didn't save. Scopes marked Coming soon can't be saved yet; Clickmax rejects the save with "Scope not available yet." Keep only Click Meeting.

      Do the keywords go to the AI? No. They are matched against the speech right on the meeting screen — that's why the cue appears instantly and is always the same text. The AI copilot keeps suggesting in parallel, using the stages, tones and prohibitions.

      I want to test the method before the meeting. Use the Test tab in the editor. See Test the playbook before using it in a meeting.

      Can two stages have the same question? They can share the text, but each question is its own checklist item — checking one doesn't check the other.