1. Possible Causes
Single Playbook Structure: Attempting to use one Playbook for applying and removing multiple Segment
Improper Triggers: Inadequate or missing triggers for segment transitions (e.g., no trait signaling project completion).
Manual Adjustments: Manually applying a Segment will the Playbook from removing it upon exiting
2. Step-by-Step Solution
Design Separate Playbooks for Each Segment
Create individual Playbooks for each Segment (e.g., one for Implementation and another for Onboarding). As customers match and unmatch the individual Playbooks, they will have that particular Segment automatically applied and removed.
Configure the Exit Trigger
You'll need to plan a way for your customers to exit the Playbook once they no longer match all trigger rules. This can be a trait, a task or project being marked as complete, passing a timeframe (e.g. First date with revenue is greater than 45 days ago), or anything else that makes sense within your workflow
Test and Refine
Use a sample account to test the triggers and transitions.
Verify that each playbook functions independently without interfering with others.
3. Additional Tips
Only manually apply Segments if absolutely necessary. Even if the customer has exited the Playbook, a manually applied Segment will not be automatically removed.
Regularly review trigger rules to ensure they reflect current needs. If you're editing the trigger rules, review the matching audience before saving your changes to make sure the correct customers are enrolled.
4. FAQs
Q1: How can I tell if a Segment was manually applied?
A1: Please reach out to support and we can confirm this for you. We'll need a link to the customer record and which Segment.
Q2: How can I tell if a customer has exited a Playbook?
A2: Review the Playbook history using the clock icon in the upper right corner. Use the search field to check the Active and Closed tabs. If the customer or object has exited the Playbook, it will be noted in the box containing the trigger rule configuration for that record.