Plain-English SOPs the agent follows within your caps.
Playbooks let you shape what the agent says and refuses, without ever being able to widen what it's allowed to pay out. Your customization can tighten the agent, never loosen the guardrails.
You write them in plain English
No rules engine, no syntax. Describe the situation and what should happen, the way you'd tell a new hire.
They can tighten, never loosen
A playbook can decline, defer to you, add a condition, or require specific wording. It cannot authorize a payout, raise a cap, or skip a fraud check.
Your caps still decide the money
Playbooks shape the conversation. The deterministic engine still owns every dollar, exactly as it does without them.
A title and a sentence. That's the whole form.
You'll find playbooks under Advanced in the app. Describe the situation and what should happen. The agent follows it from the next ticket on. No republish, no retraining.
If you'd tell a new hire, you can write it here.
Every playbook is a title and a sentence. Resolvas ships a set to start from, and you add your own for whatever keeps landing in your inbox.
Damaged item, low value: refund + keep
When this happens, the agent should…
When a customer reports a damaged item under $50, propose a refund and tell them to keep the item.
Worn items: always send to me
When this happens, the agent should…
If a customer admits the item has been worn or washed, don't decide it. Put the ticket in my queue with the details.
Final sale: say it plainly
When this happens, the agent should…
When someone asks to return a final-sale item, explain it's final sale and offer an exchange for a defect only.
Wholesale accounts: hands off
When this happens, the agent should…
If the order is tagged wholesale, don't take any action. Route it to me with a note.
What a playbook can't do
It can't authorize money, raise a cap, skip a fraud check, or offer a remedy the engine wasn't already willing to give. That isn't a setting we left off: the engine clamps playbook output in code after the fact, so a badly written playbook can make the agent more careful, never more generous.
It's the same reason you can hand this to a new hire without watching them: the limits aren't in the instructions, they're in the system.