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Playbooks

How Stuut uses Playbooks to learn your business and run collections your way.
A Playbook is Stuut’s way of capturing how your business operates — your tone, your escalation rules, your exceptions, and your preferences — so the agent can run your collections workflow without constant supervision.There are three layers to a Playbook:Knowledge — the facts about your business. Who your key contacts are, which customers get special treatment, what your standard payment terms are, and any account-specific notes your team has logged.Strategy — the rules governing how the agent behaves. When to send reminders, what tone to use, when to escalate, which accounts to treat differently, and what actions require human approval before the agent takes them.Agent-suggested updates — as the agent works accounts, it learns things: a contact has changed, a customer always pays on Fridays, a promise-to-pay pattern holds for a particular account. These observations surface as suggested updates to the Playbook, which your team can accept or reject.
Playbooks currently apply to the Collections module. The agent uses the Playbook to determine how to work each account — which cadence to follow, what tone to use, when to escalate, and when to pause outreach.As Stuut expands into Credit and other modules, Playbook coverage will extend accordingly.
The Playbook is accessible to anyone on your team with admin or manager-level access in Stuut. Team members can view Playbook contents and suggest changes; only admins can publish changes that affect how the agent behaves going forward.All changes are logged — you can see who updated what and when.
When you onboard to Stuut, your CSM works with your team to configure the starting Playbook. This involves:
  • Mapping your customer segments and any accounts that need special handling
  • Setting your collections cadence (timing, channels, escalation thresholds)
  • Defining your tone and communication style
  • Establishing approval rules — which actions the agent can take autonomously and which require a human sign-off
The Playbook is editable at any time after onboarding. You don’t need to get it perfect on day one.
Before the agent takes any action on an account, it checks the Playbook for relevant rules and context. The Playbook answers questions like:
  • Is this account on a custom cadence?
  • What tone should I use with this customer?
  • Has anything happened on this account that changes how I should approach it?
  • Does this action require approval before I send it?
The agent applies Playbook rules consistently across every account, every day — without relying on your team to remember which accounts have exceptions.
As the agent works accounts, it surfaces suggested updates based on what it observes. Examples:
  • A contact email has bounced repeatedly — the agent suggests updating the contact record
  • A customer consistently pays within 48 hours of a phone call but ignores emails — the agent suggests adjusting the cadence for that account
  • A promise-to-pay was broken twice in a row — the agent suggests flagging the account for closer review
Suggested updates appear in your task queue for review. Accepting them updates the Playbook; rejecting them keeps the current rules in place.
The Playbook is accessible from the main navigation in Stuut under Playbooks. From there you can:
  • View the full Playbook for Collections
  • Review and accept or reject agent-suggested updates
  • Edit strategy rules directly
  • Add or update account-specific knowledge
Changes take effect immediately — the agent picks up updated rules on its next action cycle.