Help Center
Playbooks & Automation
Playbook library by mission

Playbook library by mission

Use this library to explore common Hellotext playbooks by mission.

A mission is the business job the playbook is meant to perform: grow your reachable audience, convert shoppers, recover carts, support customers, retain buyers, win back inactive customers, or build a custom flow.

Availability can vary by account, plan, connected channels, data sources, and rollout status. Use this guide as a decision map, then confirm the exact playbook options available in your Hellotext account.

Grow your reachable audience

Start here when you do not yet have enough customers subscribed or identified for the next playbook to perform well.

Common options include:

  • Webchat Widget: chat with visitors directly on your site.
  • Subscriber Booster: use AI to introduce clear subscription consent and relevant incentives within Webchat or customer-initiated WhatsApp conversations.
  • Property Collector: collect missing customer profile properties directly or as a prerequisite for another playbook.
  • QR Code Subscriber: turn offline scans into WhatsApp or SMS subscribers.
  • Website Popup: capture visitors at the right moment.
  • Website Form: collect leads and customer profile data.
  • Shareable Link: let customers opt in from anywhere.

These capture tools usually depend on a connected channel, clear opt-in language, and source tracking. The customer profiles and signals they create can then feed the next playbook, route, campaign, or Inbox conversation.

Keep reading: Capture tools overview.

Convert shoppers

Start here when customers show buying intent but do not complete a purchase.

Common options include:

These playbooks usually depend on product, cart, checkout, catalog, stock, price, and purchase signals.

For cart recovery specifically, start with Cart Saver route, AI Cart Saver playbook, or compare both options in Abandoned cart: route template vs AI playbook.

Retain and grow customer value

Start here when you already have purchase history and want customers to buy again, buy more, or stay engaged.

Common options include:

  • Soft Reactivation: re-engage customers with recent inactivity, around 30 days without meaningful activity.
  • Cross-Sell Driver: suggest related products after interest or purchase.
  • Replenishment Driver: remind customers to reorder when they may be running out.
  • Birthday Bash: send a greeting or approved coupon when the customer profile has a birthday.
  • Anniversary Surprise: celebrate purchase, relationship, or reliable custom-date anniversaries.

These playbooks usually depend on purchase history, product timing, loyalty or profile data, and clear rules for how often customers should hear from you.

Win back inactive customers

Start here when customers have not purchased, visited, clicked, or replied for a longer period.

Common options include:

  • Dormant Revival: reactivate customers who have been inactive for around 3 months.
  • Sunset Saver: make one final re-engagement attempt for customers who have been inactive or not reactivated for around 12 months, then suppress future automatic recovery attempts if they do not come back.

Win-back playbooks should be careful with frequency, tone, offer strength, and suppression rules. If customers do not respond, reduce pressure rather than continuing to send.

In this family, Hellotext also looks for the most cost-efficient available channel, such as WhatsApp, SMS, or others, and sends only when it internally detects an opportunity to keep ROI healthy.

Use planned moments and campaigns

Start here when the message is tied to a launch, promotion, holiday, inventory moment, or one-time announcement.

These planned moments normally belong in Campaigns unless your account exposes a specific playbook for the job. Common workflows include seasonal promotions, product launches, inventory or clearance announcements, scheduled campaigns, and AI-personalized campaigns when that option is available in your account.

Use a campaign when the send should happen once to a selected audience. Use a playbook when the system should keep reacting to customer signals over time.

Keep reading: Campaigns overview.

Improve support and customer experience

Start here when the goal is to answer questions, reduce repetitive support work, or improve the post-purchase experience.

Common options include:

Review Builder, NPS Pulse, and CSAT Pulse can be active together when the underlying moments are different: product review after delivery, loyalty after a delivery experience, and satisfaction after a resolved conversation.

These playbooks usually depend on order data, policy content, uploaded documents, clear handoff rules, and Inbox ownership.

Keep reading: AI handoff to Inbox.

Build a custom flow

Start here when none of the prebuilt missions fit your exact process.

Use Journey Builder when you need a controlled route with triggers, waits, messages, questions, conditions, assignments, and branches.

Use Custom Agent when you need an AI agent for a specific job, with custom instructions, intents, uploaded knowledge, incoming channels, actions, and handoff rules.

Custom flows are powerful, but they need clear boundaries: what starts the flow, what the customer should experience, what data the flow needs, when it should stop, and when a teammate should take over.

Keep reading:

Choose the right mission

If you are unsure where to start, choose the mission that matches the first bottleneck.

If the bottleneck is… Start with…
Not enough reachable customers Subscriber Booster, QR codes, website forms or popups, shareable links, or Webchat Widget
Customer profiles are missing useful properties Property Collector
Customers abandon carts Cart Saver or AI Cart Saver
Shoppers are waiting for unavailable products Back-in-Stock Pounce
Shoppers showed interest before a meaningful price drop Price-Drop Pouncer
Visitors browse but do not buy First-Purchase Driver, Browse Recovery, Complete-the-Look, or Smart Recommender
Buyers do not return Replenishment Driver, Cross-Sell Driver, Birthday Bash, Anniversary Surprise, or Soft Reactivation
Customers have gone cold Dormant Revival or Sunset Saver
You have a timed announcement A campaign
Support work is repetitive Instant Answers, Order-Update Delight, Return & Exchange Helper, Order Cancellation Assistant, or CSAT Pulse
You need product reviews Review Builder
You need loyalty feedback after delivery NPS Pulse
Your process is unique Journey Builder or Custom Agent

Choose one mission, one audience, and one channel for the first launch. Expanding is easier after the first playbook proves that the data, timing, channel, and handoff path are working.

Before launching any playbook

Confirm:

  • The required signals exist on customer profiles.
  • The audience is eligible and has consent for the channel.
  • The channel, sender, or WhatsApp account is ready.
  • Product, cart, order, catalog, or policy data is available when needed.
  • Messages, templates, links, discounts, and recommendations are tested.
  • Handoff or assignment paths are clear.

After launch, Hellotext generates reporting and attribution automatically for the first review.

Keep reading: