Playbooks Integrations

This guide explains how Playbooks integrate with other platform components, particularly focusing on the relationship between Playbooks, AI capabilities, and Entity Patterns.

Integration Architecture

Playbooks serve as the orchestration layer that connects multiple platform services:

┌──────────────────────────────────────────────────────────┐
│                    PLAYBOOK ENGINE                       │
│                                                          │
│  ┌─────────┐   ┌─────────┐   ┌─────────┐   ┌─────────┐   │
│  │ Trigger │───│  Block  │───│  Block  │───│ Output  │   │
│  └─────────┘   └─────────┘   └─────────┘   └─────────┘   │
│       │             │             │              │       │
└───────┼─────────────┼─────────────┼──────────────┼───────┘
        │             │             │              │
    ┌───▼───┐    ┌────▼────┐    ┌───▼────┐    ┌────▼────┐
    │Portal │    │   AI    │    │Entity  │    │Template │
    │Events │    │         │    │Pattern │    │ Engine  │
    └───────┘    └─────────┘    └────────┘    └─────────┘

AI Integration

What is the AI Platform?

The AI platform provides intelligent processing capabilities to Playbooks. It offers various AI capabilities that can be invoked through AI blocks.

How Playbooks Use AI

  1. Capability Selection: Each AI block references a specific capability by ID
  2. Data Input: Playbooks send structured data to AI capabilities
  3. AI Processing: The AI processes the data using the specified capability
  4. Result Output: Processed results are returned to the playbook

Common AI Capabilities

  • Meeting Summarization: Generates concise summaries from meeting transcripts
  • Customer Emails: Generate customer emails based on meeting summaries
  • And more: New AI capabilities can quickly be added on demand based on your specific business needs.

AI Block Configuration Example 

Block Type: AI
Capability ID: meeting-summary-v2
Input Variables:
  transcript: {from: TriggerBlock.meetingTranscript}
  participants: {from: EntityPatternBlock.attendees}
Output Variables:
  summary: {to: TemplateBlock.summaryText}
  keyPoints: {to: OutputBlock.highlights}

Entity Pattern Integration

What are Entity Patterns?

Entity Patterns are abstraction layers that provide unified access to CRM entities. They enable Playbooks to interact with CRM data without needing system-specific implementations.

How Playbooks Use Entity Patterns

  1. Pattern Selection: Choose the appropriate Entity Pattern ID
  2. Operation Type: Read, Filter, or Create operations
  3. Data Mapping: Map playbook data to entity fields
  4. CRM Interaction: Entity Pattern handles the actual CRM communication
  5. Result Processing: CRM data is returned in a standardized format

EntityPatternRead Operations

The EntityPatternRead block provides read-only access to CRM data:

  • Fetch customer records
  • Retrieve meeting summaries
  • Get opportunity details
  • Access contact information
  • Query related entities
  • Retrieve multiple records based on criteria

Entity Pattern Configuration Example 

Block Type: EntityPatternRead
Entity Pattern ID: customer-360-view
Search Criteria:
  customerId: {from: TriggerBlock.PrimaryAdvisor.Email}
Output Fields:
  - user.Id
  - user.Name

Portal Integration

Portal Events as Triggers

Portals generate events that can trigger playbook execution:

  1. Meeting Creation: New meeting scheduled through portal a portal

Portal Data Available to Playbooks

When triggered by a portal event, playbooks receive:

  • Meeting ID and metadata
  • Advisor information
  • Meeting type and category
  • And more

Portal Trigger Configuration 

Trigger Type: PortalMeetings
Data Extraction:
  - meeting.meetingId
  - meeting.PrimaryAdvisor
  - meeting.ExternalAttendees
  - meeting.Title
  ...

Security and Permissions

Integration Security Model

  1. Service Authentication: Each integration uses service accounts
  2. Data Encryption: All data encrypted in transit
  3. Audit Logging: All playbook operations are logged enabling full tracing and error identification.