CS Playbooks & runs
Playbooks are reusable retention motions — a sequence of steps triggered by a signal (e.g. “health dropped below 50”). A Playbook Run is one execution of a playbook against a specific account, tracked to completion.
How it works: a Playbook Template defines the ordered steps a play consists of. A CS Playbook wires a template to a trigger condition, turning it into something that fires automatically (or can be launched by hand) when a matching signal occurs. Every time it fires, XBuddy creates a Playbook Run — the tracked, per-account execution of that motion.
Build a playbook
Go to Customer Success → Playbook Templates → New Template and define the ordered steps. Then go to Customer Success → CS Playbooks to wire a trigger condition (like a health-segment drop) to that template.
Launch a run
When a matching signal fires (or manually), a Playbook Run starts on the account, visible under Customer Success → Playbook Runs.
Track completion
Monitor active runs in Playbook Runs; each step is owned and checked off, giving a consistent retention motion every time it fires.