Playbooks. Lessons learned, searchable.
CallMerlin Playbooks are knowledge procedures distilled from closed cases: symptom, cause, fix, and prevention. A workspace admin adds them to the knowledge base. Merlin searches them automatically for similar problems in each new session, without a separate Ops page.
Close a case with four fields. Add the lesson to the knowledge base. Merlin finds it on the next similar question.
Professional plan. Same as Cases.
Someone asks: HubSpot sync fails. Merlin searches the knowledge base and shows the saved fix.
Merlin searches playbooks in the knowledge base.
Knowledge procedure · from case #142
HubSpot sync fails
OAuth token expired after 90 days.
Next steps
What a playbook contains
Four fields from case closure, searchable for the whole team.
| Field | Purpose | Length |
|---|---|---|
| Symptom | What did the user see? | 1–3 sentences |
| Cause | Why did it happen? | 1–3 sentences |
| Fix | What resolved it? | Steps |
| Prevention | How do you prevent recurrence? | 1 action |
| Playbook badge | Visible in knowledge sources | Automatic |
| Searchable from | New chat session | Immediate |
When do you use a playbook?
L1 support before opening a new case.
Connection not working
Merlin searches playbooks first before suggesting a new case or escalation.
New employee onboarding
Standard procedures from past cases as answers to how-do-I questions.
Recurring support fix
Expired token, wrong scope, forgotten whitelist: document once.
Playbooks work with
HubSpot
Slack
Zendesk
GoogleThis is just one example of the many combinations possible.
Cases and knowledge base →Frequently asked questions about Playbooks
Stop searching fixes in Slack. Save it as a playbook.
Document once, get the answer instantly every time after.
Start free trialProfessional plan. Same as Cases.