What are playbooks and rubrics, and how do I set them up?

Two things decide how a conversation is judged: the rubric, which sets the stages and the standard, and the playbook, which tells the AI how your company sells. Managers control both from the dashboard.

Rubrics

A rubric is tied to the team a rep belongs to. Open Manage Team in the sidebar, create or edit a team, and choose a Team type:

• Door-to-door sales. Stages: Opener, Discovery, Value, Objection Handling, Close.
• In-home techs, inspection and upsell. Stages: Arrival and Rapport, Homeowner Education, Inspection Narration, Findings and Value, Pricing Confidence, Objection Handling, Close, Honesty and Compliance.
• In-home techs, diagnostic and repair. Stages: Rapport, Diagnosis Communication, Options Presented, Value Building, Objection Handling, Membership Offer, Close, Compliance.
• Office call reps. Phone calls are always graded by call direction with the office rubrics, regardless of team type.

The team type also decides which onboarding lessons a rep sees, so put a new tech on the tech team before their first sign-in. A rep on no team is scored as door-to-door.

You cannot edit the wording of a rubric. What you can change is the playbook it reads.

Playbooks

A playbook is any document that describes how your company sells: a script, a stage-by-stage manual, a list of required phrases, or an objection guide. Roonly feeds it to the scorer, the feedback writer, the objection extractor and the lesson generator.

Upload one

1. Open Company in the sidebar and scroll to Training Materials.
2. Click Add Material. Drag in a file or click Browse Files. Accepted formats are .txt, .md and .pdf. PDFs can be up to 5 MB and text files up to 1 MB. You can also paste content directly.
3. Give it a Title and choose a Type: Script, Playbook, FAQ or Document. Only Script and Playbook materials are used for scoring, so pick one of those for anything you want the AI to grade against.
4. Save. Roonly extracts key phrases, scripts, objection responses and talking points from the document. Large documents keep processing in the background after you close the dialog.

PDFs must contain selectable text. A scanned PDF that is only images returns a warning and no content; export it as text first.

Assign it

The first playbook you upload becomes the org default automatically. Every team without its own playbook uses it. Later uploads sit as Unassigned until you assign them.

Each material card shows a Used by line. Open its menu to Make org default, or to add it to a specific team. On the Manage Team page, each team card has a Playbook and materials section where you can attach one playbook plus supplementary materials, or revert the team to the org default. A team can have only one playbook, and a team with its own playbook uses it instead of the org default, not in addition to it.

A red banner on the Company page warns you when no org default exists or when materials are sitting unassigned.

What the scorer sees

For each conversation Roonly builds a context block from your company profile (industry, target customer, value propositions, competitors), your products with their common objections, and the assigned playbook's content and required phrases. The scorer is told to weigh Script Adherence, Value, Objection Handling and Discovery against that material. Long documents are trimmed to fit, so put the most important material near the top of the file.

Materials marked Required are called out to the AI as mandatory guidance.

Keeping it current

Uploading a new version does not replace the old one. Upload the new file, make it the org default or attach it to the team, then delete the old material. Deleting is permanent and clears the material from every team it was attached to. Conversations scored before the change keep their original scores.

Related

• How Roonly scores a conversation
• Lessons: what they are and where they come from
• Invite reps, set roles and manage seats

Still stuck? Contact support.