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Custom Task Sorts

Working through a list of tasks in the most efficient way is critical to reps as they go throughout their day. Playbooks has enabled reps to choose from a set of standard task sort options. With this release, managers can create new task sorts that leverage CRM values to sort tasks. This allows managers to prioritize tasks for reps.

For example, a manager can prioritize records that have a certain lead status and industry before other records.


To create Custom Sorts:

  1. Log into the manager app and click the Settings tab
  2. Click the Custom Sorts menu option in the left menu
  3. Click on the green plus button to create a new sort
  4. Name the sort and choose which teams can view their tasks by this custom sort

Each Custom Sort consists of stacked rules that determine which records are prioritized for reps first. When tasks are presented to reps, the tasks that match criteria in the first rule are shown above tasks that match criteria in the second rule, and so on. Create criteria for each rule and then save the sort.

To Use Custom Sorts:
Once a Custom Sort is shared with a rep, they can select it from the Sort By menu on the task list page in Playbooks. Once a custom sort is selected, all tasks that are due are sorted based on the selected sort. If a record does not meet any of the sort criteria it will appears at the bottom of the page.

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Direct Inbound Numbers

With this release, reps can now have a dedicated inbound number that automatically logs and records all inbound calls the rep receives, ensuring they get the credit they deserve for these critical sales interactions. When a prospect calls the direct inbound number, the call is sent to the specific rep’s station phone.

We recommend using direct inbound numbers in situations where a rep needs a number to put on a business card or in their email signature.

To Assign Direct Inbound Numbers (For Managers):
Direct inbound numbers are assigned to reps through the Playbooks manager tool. Simply find the rep on the teams tab, click "Change" under the Direct Inbound Number section, and select an available number. 

NOTE: Numbers will only appear if they've been assigned to your account. Contact Playbooks support to get new numbers assigned to your account.


Using Direct Inbound Numbers as Caller-ID (For Reps):
Once a direct inbound number has been assigned to a rep, it will automatically start routing all inbound calls to the rep's station number. Reps can use this number as their caller ID on outbound calls by changing their caller ID to direct inbound in the Playbooks extension.

Changing the station phone can be done in Settings, under the Phone menu. If the option to select direct inbound number as your caller ID is not there, a direct inbound number has not been assigned to you by your administrator.

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Attachment Tracking

One of the most powerful tools a rep has is the ability to know when a prospect opens an email. With this release, reps now have the ability to know when a prospect downloads an attachment. Using attachment tracking, reps know the exact moment that a prospect downloads a proposal, or other sales material. These notifications will appear in the notification feed in Playbooks like other email notifications.

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Manager On-boarding

Getting up and running with Playbooks is easier than ever with a new on-boarding experience for managers. When a manager logs into the Playbooks Manager App for the first time, they are now greeted with an interactive walk-through on how Playbooks helps reps sell more & how to administer the product.

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New Salesforce Integration Controls (Salesforce Only)

It is essential that Playbooks can connect and integrate with Salesforce in flexible ways. With this release, administrators can now configure the following:

New Access User Configuration:
Playbooks leverages the concept of an access user - or a user with high-level access controls - to retrieve data and sync data to the CRM. With this release, administrators can now see and alter who the access user is for their account. Care should be taken in changing the access user, as this may cause issues with syncing data if the new Access User does not have the proper permissions in Salesforce.

To change the access user:
1.) Log in to the Playbooks manager app
2.) Click on the Settings tab
3.) Click the CRM tab
4.) Find the access user sub-menu, select a new user, and save.

Set the Task Type for tasks created by Playbooks:
When a task is created in Salesforce, Playbooks sets the task type. Some organizations need Playbooks to set different task types for calls, emails, and other tasks. With this release, Administrators can adjust the default task types for tasks created by Playbooks in the CRM.

To change the default task types:
1.) Log in to the Playbooks manager app
2.) Click on the Settings tab
3.) Click the CRM tab
4.) Find the task type sub-menu, enter in a new value for a call, email, or other task and then save.

Exclude Certain Phone/Email Fields:
When a prospect is imported, Playbooks pulls all phone and email fields on the record and makes them available to use. Sometimes an organization may have certain phone fields or email fields that are not used for prospecting and should not appear in Playbooks. For example, a fax field won't be dialed, so it should not be pulled into Playbooks. With this release, administrators can now exclude certain phone and email fields from being synced to Playbooks.

To exclude a phone or email field from being used in Playbooks:
1.) Log in to the Playbooks manager app
2.) Click on the settings tab
3.) Click the CRM Tab
4.) In the "Prospect Fields" sub-menu, enter the API name for an email or phone field to exclude.
5.) Press Add, then press Save.


Improved Data Access Controls:
Playbooks leverages both the access user and the individual sales rep to pull and push data to the CRM. With this release, administrators can now specify when the access user should be used to sync data, and when the sales rep should be used.
For example, administrators can configure if records are retrieved, updated, and if tasks are created by either the access user or end user.


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Configuring Recordings Per-User

Different locations may have different regulations regarding when a call can be recorded or what types of calls can be recorded. With this release, administrators can now control if calls are recorded on a per-user basis, enabling administrators to comply with company and legal regulations.

By default, all users are set to use the company default settings for recordings, which is controlled in the Settings tab. If there is the need to override these settings for a user, edit the user from the Teams page and update the desired recording settings.

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Other Improvements

  • Resolved an issue where attachments over 5MB could not be uploaded.
  • Resolved an issue where reps would get stuck on the call log and be unable to disposition calls.
  • Resolved a handful of issues where Playbooks displayed buttons poorly in Salesforce CRM.
  • Deleting prospects from Playbooks is easier than ever with the delete button now being accessible on the view person screen instead of only the edit person screen.
  • Added a quick link to download the extension from the settings page in the manager app.
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