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Manage Teams and Users

By June 2, 2019 August 6th, 2020 No Comments

Manage Teams and Users

How to create teams and manage users in Playbooks

Playbooks simplifies employee management with the convenience of Playbooks Teams. Add new users to Playbooks or make structural changes based on your organization’s needs.

This article describes how to add and remove users and manage your Playbooks Teams.

Adding a Team

Create specific teams that unify agents with a distinct initiative. Add as many teams as your structure requires.

Note: Your Playbooks team structure must match the organization hierarchy implemented in your CRM.

To Add a Team

  1. Open the Playbooks Manager Application.
  2. Click the Teams tab.
  3. Click the yellow plus or Create a Team button. 
  4. Click Create New.
  5. Name your team.
  6. Map your team to an existing CRM team.
  7. Select Lead or Contact for the Create Record As dropdown.
  8. Select the Disposition Set.
  9. Select Caller Id Default.
  10. Check or uncheck the Honor records marked Do Not Call box.
  11. Check or uncheck the Honor records marked Do Not Email box.
  12. Optionally Check or uncheck the Monitor Ownership Changes box.
  13. Click SAVE.

Editing a Team

Occasionally the directive of a team may change, but the people in the group remain the same. Instead of moving all existing agents into a new group, edit the Team directly.

To Edit a Team

  1. Open the Playbooks Manager Application.
  2. Click the Teams tab.
  3. Click the vertical ellipsis to the right of the Team name.
  4. Click Edit.
  5. Optionally, change your team name.
  6. Optionally, change selection for the Create Record As dropdown.
  7. Optionally, change the Disposition Set.
  8. Optionally, update Caller Id Default.
  9. Optionally, change selection for the Honor records marked Do Not Call box.
  10. Optionally, change selection for the Honor records marked Do Not Email box.
  11. Optionally, change selection for the Monitor Ownership Changes box.
  12. Click SAVE.

Deleting a Team

Changes in your organization will sometimes present the need to delete an entire Team. Keep your Playbooks hierarchy on the same page as your company by deleting old or unused Teams.

Note: In order to delete a Team, you must first remove all users from specified Team.

To Delete a Team

  1. Open the Playbooks Manager Application.
  2. Click the Teams tab.
  3. Click the vertical ellipsis to the right of the team name.
  4. Click Delete.
  5. Click CONTINUE.
Tip: Before you dive into user management, make note of the yellow Export Users button on the bottom, right-hand side of the application. Clicking this button will download a CSV file of all your users directly to your computer.

Adding a User

In the Playbooks Manager Application, users can be accessed from the Teams tab as well as the People tab. The Teams tab allows you to add users to your team directly from your CRM. A user must exist in your CRM hierarchy before you can add them to your team. Saving a member to your team will automatically send an email invitation for that user to join Playbooks.

Tip: Use the People tab to view license usage and availability. You can see active users and invitations that have been sent to future users.

To Add a User

  1. Open the Playbooks Manager Application.
  2. Click the Teams tab.
  3. Click a Team name.
  4. Click the yellow plus button.
  5. Check the box next to users that you would like to add.
  6. Click SAVE.

Editing a User

Update a user’s basic attributes, such as phone numbers, permissions or call recording settings directly from the Teams tab. From this tab, you can send a password reset to users or even remove them from their current team.

Note: Even though you have the ability to edit some of these attributes and remove users directly through the People tab, a more comprehensive list of options is presented when you edit the user record directly through the Teams tab.

To Edit a User

  1. Open the Playbooks Manager Application.
  2. Click the Teams tab.
  3. Click a Team name.
  4. Click the vertical ellipsis to the right of the agent’s name.
  5. Click Edit.
  6. Optionally, make any changes to any of the available attributes.
  7. Optionally, reset a password by clicking SEND RESET INSTRUCTIONS.
  8. Optionally, remove a user from a Team by clicking REMOVE FROM TEAM.
Tip: Reset passwords or change permissions for multiple users simultaneously by utilizing the yellow checkboxes on the left-hand side of the application. After selecting the users you would like to update, click ACTIONS and select Reset Passwords or Change Permissions.

Removing a User

You can remove users from a Team directly or from Playbooks altogether. Before you delete a user, make sure you remove any tags they have applied to Plays and email templates. If the user is deleted and the tags have not been removed or shared with anyone, you may not be able to remove the tags after the user has been deleted.

Note: Remove users from Playbooks before deleting them from your CRM. This preempts any CRM synchronization errors between the two systems.

To Remove a User

  1. Open the Playbooks Manager Application.
  2. Click the Teams tab.
  3. Click a Team name.
  4. Click the vertical ellipsis to the right of the agent’s name.
  5. To remove from a Playbooks Team, click Remove From Team.
    -OR-

    To remove user from Playbooks completely, click Delete User.
  6. Click CONTINUE.
Tip: Remove or delete multiple users simultaneously by utilizing the yellow checkboxes on the left-hand side of the application. Once you’ve selected the users you would like to remove, click ACTIONS and select Remove From Team or Delete Users.

Moving a User from One Team to Another

When there are changes in your organization, you can easily move agents from one team to another. A combination of removing the user from their current team and adding them to a new one is required.

Note: Be sure that you have made the changes in your CRM hierarchy so that Playbooks will recognize that your agent is on a new team. Failing to complete this step will prevent your agent from showing up as an option to add to their new team.

To Move a User to a New Team

  1. Open the Playbooks Manager Application.
  2. Click the Teams tab.
  3. Click the user’s old Team name.
  4. Click the vertical ellipsis to the right of the agent’s name.
  5. Click Remove From Team.
  6. Click CONTINUE.
  7. Click the Teams tab.
  8. Click the user’s new Team name.
  9. Click the yellow plus button.
  10. Check the box next to the user that you would like to add.
  11. Click SAVE.
Note: When a User moved from one Team to another, they should have access to the new Team’s Plays and Templates within two minutes of the move. If the User cannot access the new Team’s Plays and Templates, check that all Plays and Templates have been shared with the new Team.
Related Article: Manage Permission Groups

Click this message to learn more about granting additional Playbooks access by updating permission group assignments.

Related Article: Manage Call Dispositions

Use the default disposition set that Playbooks provides or create your own. Click this message to learn how you can create custom disposition sets for your Teams.

Monitor Ownership Changes Checkbox Explained

Configuring Playbooks to monitor ownership changes sets a trigger to remove a record from your agent’s instance of Playbooks if they are no longer the owner of that record. This ownership is based on any look up ID Field on the standard Playbooks Objects. You can monitor ownership of one or multiple Playbooks Objects.

For example, if you want a BDR to only have access to a Contact when they own the record, you can enable Monitor Ownership Changes for Object: Contact and CRM Ownership: Owner ID.

To Set Monitor Ownership Changes

  1. Open the Playbooks Manager app.
  2. Navigate to the Teams tab.
  3. Find the desired Team.
  4. Click the vertical ellipses for that team.
  5. Select Edit.
  6. Click the Monitor Ownership Changes checkbox.
  7. Add the Object and CRM Ownership user lookup field. 
  8. Optionally, click ADD OBJECT to add more ownership fields.
    NOTE: You can add as many ownership fields as you have Playbooks objects.
  9. Click Save.

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