> ## Documentation Index
> Fetch the complete documentation index at: https://sippet.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Build a follow-up or callback playbook

> Create a repeatable automation flow for post-call follow-up, reminders, or callback scheduling.

## Goal

Set up a playbook that follows up with contacts after a conversation outcome or a scheduled callback need.

## Before you start

* Decide which contacts or groups the playbook should target.
* Decide whether the playbook should send messages, create reminders, or coordinate a later call.

## Step 1: define the use case

Good first playbooks include:

* callback scheduling after missed voice contact
* post-demo or post-support follow-up
* reminder outreach for unresolved cases

## Step 2: create the playbook

In `Playbooks`:

* name the playbook by business purpose
* choose the cadence and timezone
* keep the first version simple and observable

## Step 3: connect the content

Use:

* templates for email or SMS follow-up
* conversation outcomes to choose who should enter the flow
* contact groups when a campaign should target a known segment

## Step 4: monitor run history

After activation:

* review queued, running, waiting, completed, failed, and cancelled runs
* check failures before scaling the playbook broadly

## Example workflow

* a support call ends with “send docs and check back tomorrow”
* the contact enters a playbook
* the playbook sends follow-up content and schedules the next operational step
* the team reviews run outcomes and adjusts the cadence if needed

## What good looks like

* the same task no longer depends on manual follow-up
* run history is easy to audit
* failures are obvious and actionable

## Troubleshooting

* If runs fail frequently, simplify the first version of the playbook.
* If follow-up feels disconnected, align the playbook entry rules with conversation outcomes.

## Related pages

* [Playbooks overview](/console/playbooks)
* [Create reusable templates](/console/templates-guide)
* [Use conversation memory across channels](/console/conversations-memory-guide)