Playbooks — On-Demand Behavioural Skills for Voice Agents

Great salespeople don't read every page of their playbook on every call. They know which move to pull out when a customer pushes back on price, goes quiet, gets angry, or drops a buying signal. Fedna AI voice agents now work the same way — with Playbooks.

What a Playbook is

A Playbook is a focused, methodology-anchored behavioural skill your voice agent can load on demand, mid-call — only when the conversation actually needs it. Instead of cramming every possible scenario into one giant system prompt, your agent sees a menu of available playbooks and loads the right one at the right moment.

The flagship playbooks (included)

Four battle-tested playbooks ship with the platform today, each grounded in well-known real-world methodology:

Price Objection Handling — Chris Voss–style tactical empathy and calibrated questions, plus Kahneman's loss-aversion framing
De-escalating Angry Customers — Voss tactical empathy, Goleman emotional intelligence, and the CPI LEAPS model
Discovery & Qualifying (SPIN) — Neil Rackham's SPIN selling, based on his 35,000-call research
Closing & Buying Signals — Rackham's "advance vs. close" framework combined with Cialdini's principles of influence

More are on the way, and you can build your own.

Why "on demand" matters

LLMs get worse as you stuff more instructions into the system prompt — the important guidance gets diluted. Playbooks fix that. Instead of one 10,000-word prompt, your agent has:

A tight base prompt with your core identity and rules
A menu of available playbooks with one-line descriptions
A load tool that pulls the full playbook content only when the situation calls for it

The result: sharper agents that know which behaviour to apply and when, without drowning in instructions they don't need.

Up to 5 active per call

An agent can have up to 5 playbooks loaded at once. If the conversation shifts and a 6th is needed, the oldest one drops out. This keeps the active context focused on what's relevant right now — not what was relevant ten minutes ago.

Three sections in the Playbooks page

Find it in the sidebar under Playbooks (admin-only):

Library — the shared catalogue of platform-shipped playbooks you can enable for any agent
My Playbooks — custom playbooks you've authored for your organisation
Bundles — curated groups of playbooks (e.g. "B2B Sales Starter Pack") you can apply to an agent in one click

Assign per agent

On any voice agent's detail page, toggle the specific playbooks that agent should have access to. A pre-qualifier agent might get Discovery + Objection Handling. A support agent might get De-escalation. Agent-to-agent transfers carry the active playbook set along with the conversation.

Build your own

Write your own playbooks in plain language — company-specific objection responses, your sales process, your support escalation path, your brand voice in tricky moments — and make them available to the agents that need them.

Why this is a step change

Most "AI agent" platforms give you one prompt box and let you fight with it. Playbooks turn agent behaviour into a modular, composable library — the same way a good team trains people: core training, plus specialised playbooks for specific situations, loaded when the situation calls for them.

Available now

Configure playbooks in the sidebar under Playbooks. Assign them to voice agents from the agent's detail page. The four flagship playbooks are available to every organisation out of the box.