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Playbook Checks: Never Miss a Critical Step Again

Automate sales QA with AI Playbook Checks. Define custom steps, assign weights, track rep adherence, and boost sales performance with clear Playbook Scores.

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Written by Omar Touny
Updated over a month ago

Playbook Checks: Keep Your Sales Process on Track

Every sales team has a process. But how do you make sure your reps actually follow it on every call—without spending hours on manual QA?

That’s where Playbook Checks come in. This feature lets you define the exact steps that matter in your sales calls, assign importance with points, and have AI automatically check adherence after every call. The result? A clear, weighted Playbook Score alongside actionable insights for each step.

This guide breaks down what Playbook Checks are, how they work, and where you’ll see the results.

🎯 Why Playbook Checks Matter

Consistency builds trust. Missing critical steps—like confirming budget or next steps—can cost deals. Manual QA doesn’t scale, and mixing process checks with skill coaching often muddies the results.

Playbook Checks solve this by:

  • Giving admins full control to define and weight their own scorecards.

  • Using AI to provide binary pass/fail checks with explanations.

  • Delivering a clear Playbook Score on each call report.

  • Scaling QA while keeping the process tailored to your team.

⚙️ Setting Up Playbook Checks

Admins can configure Playbook Checks directly from the product:

  1. Access the Playbook Checks tab in your Admin settings (Grow plan and above).

  2. Define your steps: Write clear statements like “Did the rep confirm delivery date?”

  3. Assign points: Give critical steps more weight in the overall score. (Checks with 0 points don’t affect the score but still get tracked.)

  4. Save your template: All future calls will be evaluated against this checklist.

Note: Any changes apply to upcoming calls only, not past ones.

📊 How AI Evaluation Works

After each call, AI reviews the transcript and:

  • Marks each step as Pass ✅, Fail ❌, or Not Applicable –.

  • Adds a short explanation (e.g., “The rep confirmed budget when asked about pricing”).

  • Calculates the weighted Playbook Score by summing passed points over total possible points.

You’ll see these results in the Call Report, with checks and explanations shown step by step.

📈 Where You’ll See Playbook Checks

  • Call Reports → The Playbook Score + individual check results.

🚀 The Value for Your Team

  1. Coach with confidence: Managers get clear, data-backed insights into whether reps followed the process—whether that means confirming budget in a B2B deal or verifying delivery details in a B2C sale.

  1. Clarity for reps: Reps know exactly what steps can’t be missed—like discussing next steps in an enterprise demo or capturing the customer’s preferred payment method in a retail call.

  2. Consistency that builds trust: From first touch to close, Playbook Checks ensure that critical steps—such as handling objections, confirming compliance, or validating contact details—are followed every time.

  3. Stronger outcomes: By removing the guesswork, teams create smoother experiences for customers, reduce drop-offs, and build healthier pipelines.

👉 Want to see it in action?
Here’s a quick walkthrough of how Playbook Checks are set up and how results show up in the call report:

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