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A Handbook is a step-based procedure manual. Each step has a title and Markdown body, giving you a structured knowledge format that AI agents can reference when handling tickets.
Handbooks are managed under Knowledge > Handbooks. This is separate from Playbooks (AI behavior procedures) and the Knowledge Base (document articles).

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Difference from Playbooks

AspectAI PlaybookHandbook
Executed by AIYes (structured dialogue)No
Referenced by AIYes (as response guidance)Yes (as knowledge only)
PurposeDefines the AI agent’s conversation flowSteps for a human to carry out
Admin screen locationPlaybookKnowledge > Handbooks
The AI agent can reference a Handbook as knowledge. For example, it can answer “how do I do X” by drawing on the steps in a Handbook. The AI agent never executes Handbook steps as a Playbook.

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Create a handbook

1

Open the Handbook management screen

Expand Knowledge in the left navigation and select Handbooks.
2

Start creating

Click Add Handbook in the upper right.
3

Enter basic information

Fill in the following fields.
FieldDescription
TitleName of the handbook (required)
DescriptionPurpose or summary of the handbook (optional)
CategoryChoose from: Account / Billing / Technical / Onboarding / HR / Other
TagsTags for search and classification (comma-separated, multiple allowed)
4

Add steps

Click Add Step and enter a Step title and Step description (Markdown) for each step.
  • Multiple steps can be added
  • Drag steps to reorder them
  • Unnecessary steps can be removed
5

Save

Click Save to confirm.

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Bulk upload from files

Use bulk upload to register multiple handbooks at once.
Only .md (Markdown) and .txt (plain text) files are supported. Each file becomes one handbook. Each file can be up to 200KB, and you can upload up to 30 files per operation.
1

Open the Handbook management screen

Go to Knowledge > Handbooks.
2

Start bulk upload

Click Bulk Upload and select .md or .txt files. Multiple files can be selected at once.
3

Review and confirm

After upload, a preview of each handbook is shown. Review the content and click Upload.

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Edit a handbook

1

Open the Handbook management screen

Go to Knowledge > Handbooks.
2

Open the target handbook

Click the handbook row, or select Edit Handbook from the … (action menu) at the end of the row.
3

Update and save

Edit the title, description, category, tags, or steps, then click Save.

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Delete handbooks

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Delete one handbook

Select Delete Handbook from the … (action menu) at the end of the handbook row. Then click Delete in the confirmation dialog.

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Bulk delete

  1. Check the checkboxes on the rows to delete (the header checkbox selects all)
  2. Click the Delete button that appears
  3. Click Delete in the confirmation dialog to confirm
Deleted handbooks cannot be restored.

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View modes and filters

The handbook list can be switched between tile view and list view. Filtering supports the Category filter and keyword search. The Group by menu can also group the list by category, tag, author, step count, or last updated date.

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Using handbooks with the AI agent

Handbooks are included in the AI agent’s knowledge searches. To explicitly reference a handbook in a Playbook step, use the {{document_search}} tool.
Last modified on July 10, 2026