Playbooks

A playbook is an automation with a simple shape: when X happens, do Y. Pact watches for an event, optionally checks conditions, then runs one or more actions. Playbooks are how you make the CRM react on its own — flag a slipping account, route a hot lead, kick off onboarding.

The framework

Every playbook has three parts:

• Trigger — the event that starts it, written as an event name like account.health_score.dropped or meeting_booked.
• Conditions — optional checks that decide whether to proceed.
• Actions — what to do when it fires.

A Run once per account toggle controls whether the playbook can fire repeatedly for the same account or only the first time.

Building a playbook

The builder is a visual canvas. Drop in a trigger, then chain actions. The available action types:

Action	What it does
Manual task	Creates a task with a title and an assignee
Notify owner	Emails the account owner
Auto action	Runs a background job (e.g. refresh a score)
Wait for signal	Pauses until an event arrives, or times out
Update record	Changes a field, such as moving a deal stage
Enroll in sequence	Adds contacts to a sequence
Notify webhook	Calls an external URL
Branch on signal	Splits the flow on a condition

Manual tasks can be assigned to the account owner, the owner's manager, or round-robin within a team. A wait step takes an event to wait for and a timeout in hours.

Triggers and events

Triggers are plain event names, so a playbook can react to anything Pact emits — health score drops, stage changes, new contacts, booked meetings. Pair the trigger with Branch on signal to take different paths depending on what's true at the moment it fires.

What's next