When a customer is imported into the Platform they will be considered for all active Playbooks. Once a customer is assigned to a Playbook an ‘episode’ will be created. An episode is a path that the customer takes in their communication with your organization, whether it is a treatment path for overdue accounts, a drip path of loyalty communication, or a nurture path for organization actions.

For each episode, it is expected that each would have a start and end to the episode. The end can be confirmed in 2 ways detailed here.

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Segmentation at Playbook Configuration

Just as segments are important to define the audience of customers that are eligible for a playbook, we also recognize that there are various reasons a customer could be considered no longer eligible – this can happen midstream and not necessarily at the end of a campaign, to handle these unpredictable but expected events we will allow the user to set up multiple segments for exit criteria. This is not a requirement for the playbook but is encouraged if you tend to have ad hoc events that could indicate the customers presence in the playbook is no longer required and thus the episode should be ended.

• Deceased

• Customer Cured

When a customer meets the exit segment criteria for the playbook, they will be removed from the playbook with a reason equal to the segment value

• “Customer episode ended – deceased”

• “Customer episode ended – customer cured”

Exit Control Set to Exit Playbook

There are two configurations for the playbook exit control:

• Re-evaluate customer in playbook (visit link for more information on exit control)

• Exit customer from playbook

When a customer reaches an exit control they will be evaluated against the setting. If set to “exit customer from playbook” the customer will have their episode end.