Playbook

How to use this page

1. 1

   Open the Playbook

   Choose a client, then open Platform > Onboarding > Playbook. Use the section rail for Generate, Your Team, Aliases, Best Practices, Payment Options, Overview, ICP, How It Works, Calling Context, Email Context, Meeting Handoff, Launch Plan, Calendar and Campaign Collateral, plus Active Comments when notes are open and History when Show history is on. Some sections appear only when they apply to the client. The document is grouped into numbered chapters (Your team, The strategy, The messaging, Launch and Additional campaign collateral), each opened by a dark title slide with buttons that jump to that chapter's sections. A chapter is hidden when none of its sections are shown, and the chapters that remain are numbered in order with no gaps.

2. 2

   Review a scheduled takeover Playbook

   If you are the named incoming SDR, select the account labeled Prep with its takeover date. Open Playbook from Onboarding to review the team, Calling Context, Email Context and Launch Plan. Navigation between Playmaker, Playbook and Client Briefs keeps the same preparation account, including the brief PDF. Preparation remains read-only and does not change your working assignment, activate the takeover or grant calling access. Editing and generation retain their existing permissions.

3. 3

   Review the client facts and assigned team

   Check the client facts, proof, offers and objection handling in Calling Context against direct client context or verified research. Your SalesHive Team groups Leadership, confirmed SDR assignments, connected email accounts, and co-strategists while avoiding duplicate people. SDR cards require a current confirmed assignment. Continuing assignments during a staffing change appear only when the same SDR has confirmation evidence. Managers derived from SDR assignments follow that confirmed roster when manager cards are enabled.

4. 4

   Review the strategy and How Your Campaigns Work

   The strategy chapter shows Strategy Overview and ICP and Targeting. Internal editors edit their fields in place with View as client off; clients read them, and everyone can leave notes on them. The messaging chapter opens with How Your Campaigns Work: four cards that explain the Calling Context, the Email Context, how notes guide the next draft, and how both briefs keep improving after launch.

5. 5

   Edit responder alias information as staff

   Authorized internal editors can open Aliases and choose Edit alias information. Edit Alias name and Title for the listed Primary or Sender email accounts, plus Photo URL and Alias notes. Use an HTTPS photo URL. The photo and notes are shared across this client's aliases. Names and titles also update the email accounts used for outreach. Choose Save aliases and wait for confirmation, or Cancel to discard the unsaved form. This editor is unavailable in client, View as client and takeover preparation views.

6. 6

   Edit meeting settings in Launch Plan

   Turn off View as client and open Launch Plan. Edit the section heading or its details in Meeting Settings. Details remain plain authored lines with consistent text size, including names and booking links. Enter adds a new line. Use Undo or Redo for local detail edits, or Ctrl/Cmd+Z and Ctrl/Cmd+Shift+Z. Changes save when you leave the field; wait for saved confirmation. Older screenshots may show the previous split-card layout.

7. 7

   Edit the Playbook calendar

   Internal editors can open Calendar and edit Pre-Launch Call, Launch Date, Weekly Meeting and Next Steps in the outlined fields. Leave each field to save, then check the save status before navigating away. These details apply only to the Playbook. They do not reschedule meetings or update CRM dates. Client and other read-only views keep their existing restrictions.

8. 8

   Edit confirmation and handoff emails

   Open Meeting Handoff and start with the dedicated Meeting Emails block above Handoff Process. Meeting Confirmation Email is first and goes to the prospect after booking. Meeting Handoff Email is second and goes to the assigned meeting owner with prospect details. Edit the subject or formatted body, use Fields for supported merge tags, and wait for Saved before leaving the page. The larger editors keep formatting controls visible without changing recipients or sending behavior. Saves run in order and an earlier response does not erase newer typing. Wait until saving finishes before navigating away.

9. 9

   Recover a meeting email save

   If an automatic save fails, the card shows Save failed. Keep the edits on the page and choose Retry save. The card returns to Saved only after the latest subject and body are stored.

10. 10

    Check for newer Playmaker input

    Turn off View as client. When Playmaker was updated after the current Playbook was generated, the page shows Playmaker has newer input. Open Playmaker in a new tab if you need to inspect the source answers before updating any copy. The banner does not change the Playbook. If the client has saved Personas, Stories or Objections text, staff also see an Internal only note, with or without View as client; use View saved content to read it.

11. 11

    Preview one targeted field

    Select the sparkle beside a Playbook field or email variant. Add optional guidance about tone, facts to include, or details to avoid, then choose Preview update. SalesHive generates a Playmaker-grounded proposal without changing the current field. Compare Current and Proposed side by side.

12. 12

    Apply only the update you approve

    Choose Apply update only after the proposed copy is correct. Back returns to the guidance step, and Cancel or Close leaves the field unchanged. If the current field changed after the preview was created, SalesHive refuses the stale proposal and asks you to generate a new preview. Every applied update is recorded in History and can be reverted there.

13. 13

    Generate the Playbook

    Open Build Your Playbook (Generate in the section rail). Optionally fill in Anything the Playbook should know and add up to five approved links, one per line, then select Generate Playbook. It needs Playmaker input first. One run writes the Strategy Overview, ICP and Targeting, the Launch Plan sales rep info and meeting assignment, the Meeting Confirmation and Meeting Handoff emails, the Calling Context and the Email Context from the Playmaker, your notes, open review notes and the links. Fields it does not write, such as the TAM Google Sheet link and custom Launch Plan headings, stay as saved, and a Client input needed draft never replaces saved text. It takes two to four minutes, so keep the page open. Nothing is saved unless every part finishes, and pending edits are saved first. When a Playbook already exists, Generate the Playbook again? asks you to confirm, because it rewrites those fields, both meeting emails, the Calling Context and the Email Context and replaces saved edits. Earlier versions stay in History, so you can Revert any row. Call scripts, Post-Call emails and Auto-Emails are no longer generated. A meeting email that is turned off is left alone, and new sales rep or meeting assignment details update the meeting owners the same way a normal save does. Use field-level previews for controlled updates. If Auto-Email Campaign Copy was removed, an internal banner offers Restore saved copy to bring it back without rebuilding the Playbook.

14. 14

    Edit email and calling content

    Internal editors can update meeting-email subjects and formatted bodies. Email toolbars include Font, Size, color, capitalization, headings, lists, links, images, tables, quotes, dividers, and supported merge fields where available. Wait for Saved before leaving a recently edited card. Calling Context is the Playbook campaign's own Calling Context: in four sections: the call script, objection handling, company information, then Additional information for the team's own notes, which Generate Playbook and Generate context keep exactly as written. Internal editors edit it in place under Campaign calling context, one card per section with a part heading, bold, italic and list toolbar and a Fields menu that inserts a prospect field or a contact custom field as {CF:Field Name} (or switch to Markdown for the exact text), and choose Save context, or use Generate context or Regenerate context, then Generate and save. On the editor's top row, left of the Sections / Markdown switch, the Customization menu sets Low, Medium or High for the teleprompter (each option's description shows in the menu); it saves right away on its own and is recorded in History. Under the editor, the Teleprompter test drive lets you try the context before a real call. Under Tone pick Laid-back, Professional, Upbeat or Funny, under Customization try Low, Medium or High (the dot marks the campaign setting, and trying one here does not save it), and under Conversation choose Each question fresh or Keep the call going. Then select a question under Written for this campaign or Every cold call, use Random question, Next or Auto-play, or type your own prospect line and select Ask. New questions writes a fresh set for this campaign, and Reset starts over. It uses your current text, including unsaved edits, and never dials. If the calling context and the saved Email Context ask prospects for different meeting lengths, a note above the editor names both and clears once they match. This editor and Regenerate context stay available to internal editors even while View as client is on, so you can fix the script during a Playbook review. Everyone who opens the Playbook, clients included, gets the Teleprompter test drive under it. Managed clients see the customization setting, and the text as one card per filled section, read-only, with a line saying their SalesHive team manages it. Self-serve and Platform Only clients, and SDRs, SDR managers and responders, get the editor. Everyone can use the note button beside it (next to Generate for editors) to add or reply to notes on it.

15. 15

    Choose which campaign the contexts edit

    Internal editors see a Campaign switcher at the top of Calling Context and Email Context. It starts on the Playbook campaign and lists the client's other campaigns, each marked Active or Paused and whether its calling and email contexts are ready. Edits save to the chosen campaign and match its campaign page; Campaign page opens it. Add campaign asks for a name and an optional focus, then creates a paused campaign and writes both of its contexts from this Playbook, Playmaker and client knowledge. Keep the window open while it runs. If one context does not finish, generate it again from its section. The note button shows only for the Playbook campaign.

16. 16

    Edit the Email Context

    Open Email Context in the section rail. It is the Playbook campaign's one email brief, and the Email Sender Agent and the After Conversation Agent write every campaign email from it; there are no templates or sequences. Internal editors find the campaign's email settings on the editor's top row, left of the Sections / Markdown switch. The Customization menu offers Exact (the approved copy word for word, with only merge fields filled in), Low (every approved sentence kept, with light wording touches), Medium (the approved copy with a personal first line and small edits) and High (full customization of the wording, what used to be eRep; the facts never change); each option's description shows in the menu, and your pick saves right away. The Tone menu sets Professional, Friendly, Casual or Direct for every email and reply; choose None to clear it, and with no tone emails keep the approved copy's own voice. On Exact a picked tone shapes only replies, and a note above the text says so. Max emails per prospect takes a whole number from 1 to 20 and saves when you leave the box or press Enter. These settings save on their own without touching an unsaved text draft. A client agent can also change these settings, following the same Approve for me or Ask me setting as its other changes, and each change is recorded in History. Then edit the text in place in four section cards, in order: Email campaign, Email steps, After a call and Avoid. How closely each email follows the copy comes only from the customization setting, so there is no section for it; an older context that still has a How closely to follow the copy section drops it the next time it is saved (the old text stays in History). The cards have the same toolbar and Markdown switch as the Calling Context, and saving keeps this layout without changing your wording. Select Save email context, or select Generate context (Regenerate context once text exists), add optional background and choose Generate and save. Generation saves your edits first, reads the calling context, the current email context, the email copy drafted in the Playbook and the campaign's saved email templates, a sample of enrolled contacts, Playmaker, the Playbook and client knowledge, and replaces the text, with the previous text kept in History. Playbook or template copy counts as approved: each step carries over in order with its subject, body, A/B variants and merge tags. A new 4 to 5 step sequence is written only when there is no approved copy. Under the editor, the Email test drive shows the email a prospect would get: use Another prospect to change who it is for, pick a Step (First email, Follow-up 1 and so on), How customized and Tone (a dot marks each campaign setting; trying others here does not save them), then select Write test email, Next prospect or Auto-play. The preview shows To, From and Subject, the body, and a Why this email note. Nothing is sent or queued. If this text and the saved Calling Context ask prospects for different meeting lengths, a note names both and clears as you edit them to match. The counter shows length out of 50,000 characters, and saving is blocked over that limit. This is the same text and settings as the campaign's Email Context tab, and each saved change is recorded in History. Client agents can also edit the text and keep the four headings; their edit applies at once or waits in Approvals, depending on the Approve for me or Ask me setting, and is recorded in History too. Managed clients see the settings, and the text as one card per filled section, read-only, with a line saying their SalesHive team manages it, and can leave notes with the note button. Self-serve and Platform Only clients can edit them. Everyone, clients included, gets the Email test drive under it.

17. 17

    Show other campaigns and recent updates

    Open Campaign Collateral in the section rail, the closing Additional campaign collateral chapter. Campaigns lists the client's other campaigns with their status, created date and who they reach. Select Read Calling Context or Read Email Context to open that campaign's text read-only, and select it again to hide it. Recent updates lists changes to the Calling Context and Email Context of every campaign, the Playbook campaign included, from the last 60 days: one entry per campaign, context and day, with the parts updated, added or removed and who made them. Agent edits show as SalesHive. With View as client off, internal editors can untick Visible to client to hide a campaign and its updates from the client, open its Campaign page, read Agent reasons, and use Add a note for the client to explain a change.

18. 18

    Review Change History

    Turn off View as client, turn on Show history, and open History in the section rail. Each row shows the tracked field, who changed it, the change source, timestamp, and its From and To values. For just the Calling Context or Email Context, select History in that section's header instead: it lists every saved version of that text with who changed it, an agent's reason and who approved it, and Show changes shows the lines added and removed. Editors can choose Put this version in the editor, then save to keep it.

19. 19

    Revert one recorded field

    In the Revert Change column, select Revert for the row you want. Confirm Revert change to restore that row's From value. The action changes only that tracked field, reloads the Playbook, and adds a new history row labeled Revert. It does not roll back the whole Playbook.

20. 20

    Review Launch Plan and client presentation

    Launch Plan covers approval, assignments, meeting settings and activation details according to your access. Signed-in clients can edit subjects and bodies of existing visible meeting email templates and can run the Teleprompter and Email test drives. Managed clients read the Calling Context and Email Context and leave notes to request changes; self-serve and Platform Only clients can edit them. Other strategy fields, template structure, recipients, attachments, and sending settings remain under internal control. Staff View as client is read-only except the Calling Context and Email Context editors, and takeover preparation is fully read-only.

21. 21

    Copy or print the current Playbook

    Copy Content copies the current structured Playbook, including the same filtered Best Practices shown on the page. PDF / Print opens a printable version where each chapter starts on a new page and its jump buttons are hidden. Copy Share Link provides the client-facing route when the Playbook is visible.

22. 22

    Edit email copy as a client

    Open an existing email in a visible Meeting Handoff section. Edit the subject and formatted body, retain supported merge fields, and wait for the save to finish before leaving. Correct any save error on the page. Hidden or removed templates are unavailable. These edits change saved copy without changing template structure or sending behavior.

23. 23

    Find shared workspace controls

    On a computer, a row of icons spans the bottom of the sidebar, just above your profile: Notifications at the left, then Background, theme and (when available) the assistant, with Search at the right. Search opens centered at the top of the screen; the other panels open beside the sidebar. On a phone, the same icons sit at the right of the top bar with Search first and Notifications last, and their panels open beneath it. Search and Notifications follow the current workspace. Select Search or press Ctrl/Cmd+K to search records; Escape closes it. Background opens a grid of backgrounds: Charcoal (called Plain in light mode), Random, Hive, Hive Purple (called Hive Bold in light mode, with bolder orange cells), Ink, Pink Ink, Facets, Lightspeed, Caustics, Veil and Dusk (called Dawn in light mode). The tiles are listed most popular first, by how many people have picked each one, so the order can change over time. Charcoal (Plain in light mode) shows no scene; every other tile is a live scene. Hover a tile to read what it shows. Random shows a different live scene each time you open or reload the app, and picking it switches to a new scene right away. Your pick is saved in this browser and counted toward that order; until you pick, or if your saved scene is no longer offered, the company default shows. Every scene has a light and a dark version that follows the theme toggle. Picking a tile keeps your current theme, and the tiles preview the version for that theme. Use Find a page in the sidebar to filter navigation links; on a phone, open the navigation menu first. Platform client selection remains above sidebar navigation. Select the SalesHive logo to open Agents when you have access to it.

24. 24

    Protect edits and recover a failed save

    Wait for saved confirmation before leaving. Saves run in order. Independent edits are combined with the latest saved version. If the same content has another edit, compare Currently saved with Your edit. Save my edit replaces only the conflicting content shown; Keep editing retains your draft on the page. Retry checks again before saving. If saving fails, keep the page open and use Download draft to preserve a JSON backup. Discard draft opens a confirmation; Discard and reload clears this page draft and reloads the saved version. Downloaded JSON is a backup, not an automatic restore or published change. Older backups may require manual review. Generate Playbook waits for pending saves. Existing screenshots show normal saved views, not the conflict or recovery controls.

What the buttons do

View as client

On by default for internal editors. Previews the approved client-visible Playbook and hides internal editing, targeted previews, and Change History. The Calling Context and Email Context editors stay available, with the campaign switcher and test drives.

Fields

Inserts supported merge tags into email copy. Meeting Handoff also offers Company Website, Email, Meeting owner name, Answered prospect phone and Call summary. Call summary fills with the qualifying call summary or notes when the hand-off is sent, and is blank if neither exists.

Retry save

Retries the latest meeting email subject and body after an automatic save failure.

Open Playmaker

Opens the Playmaker in a separate tab. It appears on the Playmaker has newer input banner and on the Internal only note about the hidden Personas, Stories and Objections sections, where targeting is edited.

View saved content

Staff only, including with View as client on. Expands the Internal only note to show the saved text of the hidden Buyer Personas, Customer Stories and Objection Handling sections. It is read-only; the note appears only when at least one of them has saved text.

Regenerate field

Opens a targeted preview for one Playbook field or email variant.

Preview update

Generates a proposed value for comparison without changing the current field.

Apply update

Applies the reviewed proposal only when the current field still matches the preview baseline, then records a reversible History entry.

Back / Cancel / Close

Returns to preview guidance or closes the targeted update without changing the field.

Generate Playbook

Writes the Strategy Overview, ICP and Targeting, the Launch Plan rep and meeting assignment details, both meeting emails, the Calling Context and the Email Context from the Playmaker in one two to four minute run. When a Playbook exists, it first asks you to confirm because saved edits are replaced; earlier versions stay in History.

Chapter jump buttons

On each dark chapter title slide, scroll to one of that chapter's sections.

Show history

Adds History to the internal section rail and loads recorded field-level changes.

Revert

Restores the selected history row's From value after confirmation.

Refresh

Reloads the current Change History rows.

Copy Content / PDF / Print

Copies the current structured Playbook or opens a printable version, with each chapter on its own page.

Prep [date]

In the client switcher, opens the scheduled takeover account for read-only Playmaker, Playbook, and Documents preparation.

Edit alias information

Opens the staff-only responder alias form.

Save aliases / Cancel

Save aliases stores alias fields explicitly. Cancel closes the alias form without saving.

Retry

Retries a blocked Playbook save before later queued edits. Resolve a conflicting saved version before continuing.

Download draft

Downloads the unsaved Playbook backup as JSON after a save failure. Keep it before reloading.

Discard draft / Discard and reload

Opens a confirmation before clearing this page draft and reloading the saved Playbook. Download needed unsaved work first.

Save my edit / Keep editing

In the competing-edit review, Save my edit replaces the conflicting content shown. Keep editing leaves your edits on the page without approving that replacement.

Undo / Redo

Moves backward or forward through local Launch Plan detail edits. It does not undo unrelated records or replace the separate History controls.

Save email context

Saves the Email Context text. If someone saved it after you opened it, you are asked to reload first so nothing is overwritten; Reload saved email context brings in the newer text. The customization, tone and Max emails per prospect settings save on their own.

History (Calling Context and Email Context)

Sits in the header of the Calling Context and the Email Context, and works the same in both. It swaps the editor for a list of every saved version, newest first, 25 at a time (Show older changes loads more). Each change shows who made it: Edited by a person, Generated by the person who pressed Generate, Restored by, a SalesHive update, or an Agent. An agent's change names the agent, who approved it and the Reason the agent gave; select the agent's name to open its chat beside the page. Show changes lists the lines added and removed, with unchanged lines folded. People who can edit the context also get Put this version in the editor, which loads that version into the editor without saving; review it, then save to keep it. Hide history returns to the editor. Separate from Show history: it covers only that context, for the campaign picked in the switcher, and clients can open it read-only.

Campaign switcher / Campaign page

Internal editors only. Chooses which of the client's campaigns the Calling Context and Email Context sections edit. Campaign page opens the chosen campaign.

Add campaign

Creates a paused campaign with the name you enter and writes its calling context and email context, using the optional focus. The campaign stays paused until contacts are added and it is started.

Generate context / Regenerate context (Email Context)

Opens Generate campaign email context with optional background. Generate and save saves your edits first, then replaces the email context and keeps the old text in History.

Teleprompter and Email test drives

Shown under Calling Context and Email Context for everyone who opens the Playbook, clients included. Each test is for one prospect, shown on a card with their title, company, industry, location and size. Enrolled contacts come first, marked In this campaign. When fewer than three are enrolled, fictional prospects built from the client's targeting fill in, marked Target-market sample with a short note on why they fit. Both tests use unsaved edits too, and never dial, send or queue anything. At every customization level, the teleprompter test states facts about the client only from the calling context; when it does not say, it suggests saying you do not know that offhand and would need to check, and offers a team follow-up. Its replies are always in English; if the prospect asks about or switches to another language, it suggests saying you only speak English. A test email that fails is retried once, and if the Email Sender Agent would write nothing for that step, the error says why.

Read Calling Context / Read Email Context

On each campaign card in Additional Campaign Collateral. Opens that campaign's context read-only below the card; select Hide to close it. Shows No Calling Context yet or No Email Context yet when it is not written.

Visible to client / Campaign page

Internal editors only, with View as client off. Untick Visible to client to hide a campaign and its updates from the client; it shows dimmed for staff. Campaign page opens the campaign in a new tab.

Add a note for the client / Edit note

Internal editors only. Writes a short note under one update, shown to the client as Note from your strategist. Save note stores it and Cancel discards the draft. Save an empty note to remove it.

Common questions