Playbooks

Guided processes for sales, onboarding, and account management.

Overview

Playbooks are step-by-step processes that guide your team through repeatable workflows. Instead of a generic automation builder, playbooks provide structured accountability: each step has a type (call, meeting, email, task, form, decision), an optional time limit, and time/expense tracking.

Pre-Built Templates

Breadbox ships with 8 playbook templates that cover the core MSP workflows:

• Initial Contact → Discovery — Qualify new prospects
• Discovery → Assessment — Deep discovery and assessment scoping
• Assessment → Proposal — From assessment to delivered proposal
• Proposal → Close — Handle objections and close the deal
• QBR Process — Structured quarterly business review
• Monthly Account Review — Monthly reconciliation and engagement check
• Renewal Process — 90-day renewal runway
• New Client Onboarding — Complete onboarding from kickoff to first QBR

Step Types

Each step in a playbook has a type that determines its behavior:

• Task — Generic to-do item
• Call — Phone call, auto-logs a touchpoint on completion
• Meeting — Scheduled meeting with duration tracking
• Email — Send an email, can use templates
• Form — Fill out structured data (assessment, checklist)
• Document — Upload or send a document (proposal, SOW)
• Decision — Branch point — advance, disqualify, or pause
• Milestone — Marks a significant checkpoint
• Approval — Requires approval from another user
• Wait — Pause for a configured number of days

Auto-Enrollment

Playbooks can be configured to auto-enroll accounts when they enter a specific sales stage. Configure this in Settings → Sales Stages by linking a playbook to a stage. When an account is advanced to that stage, the playbook starts automatically.

Time and Expense Tracking

Each step completion can log time spent (in minutes) and expenses incurred. This data rolls up to the enrollment level and feeds the Cost to Acquire Client calculation.

Focus Mode

Playbook Focus Mode is an immersive full-screen experience for working through steps. Click "Focus" on any active playbook enrollment to enter focus mode. The screen shows:

• Context Panel (left) — Account summary, key contacts with preferred methods and last touch dates, previous step notes, recent touchpoints
• Step Form (center) — Instructions, type-specific input form (call logger, meeting notes, email composer, decision buttons), time + expense tracking
• Progress Tracker (top) — Visual step-by-step progress bar

Steps smoothly transition with animations. DECISION steps show large branch buttons. MILESTONE steps show a celebration animation. On completion, a summary shows total time, expenses, and steps completed/skipped.

Stage Gate Enforcement

Playbooks integrate with pipeline stage gates. When a pipeline stage has "Requires Playbook Completion" enabled, deals cannot advance past that stage until all required playbook steps are completed. This ensures process compliance — reps follow the methodology.

Configuration

Manage playbooks in Settings → Playbooks. You can activate/deactivate templates, create custom playbooks, add/remove/reorder steps, and configure triggers. Link playbooks to pipeline stages in Settings → Pipeline Stages.