Product Update: Relationship Playbooks

  • 12 July 2016
  • 4 replies

Userlevel 4


In the 5.1 release, we created the ability to create playbooks specifically for Relationship CTAs.  Prior to this, playbooks could be used in standard and relationship CTAs.  With this release, any new playbooks have an additional required field to tie it to the “Account” or “Relationship”, which tells you which CTA that playbook can be used on.  Any playbook created prior to 5.1 will be tied to the Account level, which means they cannot be used in Relationships CTAs

Due to this change, you are now NOT able to use standard playbooks on Relationship CTAs (there will be nothing available in the dropdown on any NEW rule configuration, or manually created CTAs)


If you want to use a previously made playbook for Relationship CTAs, you will need to clone the playbook, rename it, and make sure it is a “Relationship” playbook

For any existing rules creating Relationship CTAs, we suggest that you create the new playbooks (as mentioned above) and reconfigure the rules to look at the new Relationship playbooks.


If you have questions about this issue, please open a ticket with us by sending a note to

4 replies

Userlevel 7
The July 5.1 release notes are updated accordingly.
Userlevel 7
Badge +2
Don't like this.  It is redundant and increases the number of playbooks we will have to manage and sort through.

Is it not possible to make Playbooks agnostic to either the Relationship or Customer level?
Userlevel 6
Also discovered this "improvement" the other day.  Seems like it only caused additional work and redundancy rather than any benefit.
Userlevel 6
Hi Melissa, 

I agree that there are no visible improvements and there is added effort. This post has few more details on the thought behind this approach. We are going to make managing these much more easier along with the ability to define and and enforce process across relationship types.

In the short term, to introduce a new relationship type, you will have to reconfigure almost everything that you would normally do at the customer Level again at the relationship type level.