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Registered Playbooks can be edited or deleted at any time from the management screen. Playbook management screen — edit view

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Edit a Playbook

1

Open the Playbook management screen

From the AI Helpdesk admin screen, select AI Playbook.
2

Select a Playbook

Click the Playbook you want to edit, or select Edit from the … (action menu) at the end of the row.
3

Edit and save

Modify the content in the text editor and click Save.
Edited content takes effect from the next triage onward. Sessions already in progress continue using the Playbook version that was active when the session started.

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Delete a Playbook

1

Open the Playbook management screen

From the AI Helpdesk admin screen, select AI Playbook.
2

Select the Playbook to delete

Select Delete from the … (action menu) at the end of the row for the Playbook you want to delete.
3

Confirm deletion

Click Delete in the confirmation dialog.
The general-purpose Playbook (procedures/general.md) is used as a fallback for inquiries that don’t match any other Playbook. Like any other Playbook, you can edit or delete it — but deleting it removes the fallback response for unmatched inquiries.

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Bulk delete Playbooks

To delete multiple Playbooks at once, use the bulk delete feature.
1

Open the Playbook management screen

From the AI Helpdesk admin screen, select AI Playbook.
2

Select Playbooks to delete

Check the checkbox on each row for the Playbooks you want to delete. Checking the header row checkbox selects all currently displayed Playbooks.
3

Run bulk delete

Click the Delete button that appears after making a selection.
4

Confirm deletion

Click Delete in the confirmation dialog.

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Search and filter Playbooks

Enter a keyword in the search bar at the top of the Playbook list to filter Playbooks by name. This is useful when you have a large number of registered Playbooks. You can also filter by Category, Type, and Has proposals. The list can be grouped by category, type, or last updated date.

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Notes on deletion

  • Deleting a Playbook does not affect sessions already using it. Those sessions continue with the Playbook content available at session start.
  • You can re-register a Playbook with the same content after deletion, but the previous history is not retained.
Last modified on July 10, 2026