Playbooks

A playbook records a proposed follow-up action for an at-risk account. A person reviews and approves it before it becomes a task.

Prepare the action

1. Open an account with At risk health and review the named invoice or support evidence.
2. In Prepare a playbook, enter the Task title and Task due date.
3. Select Prepare playbook.

Preparation saves a proposal with the account revision, retained source snapshot, preparer and preparation time. It does not create a task or send a message. Owners, admins and members can prepare proposals; a scoped agent can also prepare one through the agent commands.

Buoy requires a defined at-risk signal to prepare a playbook. If the account has Healthy or Unknown health, first review whether the current recorded evidence supports the action.

Review and approve

An owner or admin opens Proposals awaiting review and approval history. Review the action, due date and Proposal audit, including its evidence snapshot. Select Approve and create task when the proposal is ready.

Approval records who approved and when, then creates one task under Approved tasks. Repeating approval for the same approved proposal does not create another task. Separate preparations are separate drafts; review which one you intend to approve.

Complete the task

Do the follow-up work outside Buoy. Under the open task, enter Completion evidence, such as a reference to meeting notes, and select Record completion. An owner or admin records completion; members can read it.

Approval and completion are separate records. Approval does not imply a customer was contacted, and marking a task complete does not record a renewal outcome. Use Renewal decisions to record that outcome.

When a proposal becomes stale

A proposal belongs to the account revision at preparation. A source refresh, another approval or task completion changes that revision. Buoy refuses approval of a stale proposal and asks you to prepare from the current evidence. Playbook approval also requires the account still to have an at-risk signal.

Review the current account and prepare a new proposal. Earlier approved work and its audit record remain visible.