Overview
Runbooks are structured, step-by-step procedures that guide your AI agent and technicians through resolving specific technical issues. They capture your team's knowledge in a format that's both human-readable and machine-executable.
Why use runbooks?
Consistent resolution — every technician follows the same proven steps
AI-powered automation — your AI agent can follow runbooks to resolve tickets automatically
Knowledge retention — tribal knowledge is documented and searchable, not lost when people leave
Faster onboarding — new technicians can follow established procedures immediately
Key concepts
Scope
Runbooks can be scoped to different levels:
Global — available across your entire organization, for all companies
Company — customized for a specific client, only visible in that client's context
You can start with a global runbook and fork it to create company-specific versions with tailored steps.
Audience
Each runbook is written for a specific execution context:
Agentic — designed for fully automated execution by the AI agent
Hybrid — the AI agent executes steps but pauses for human approval at key decision points
Human — step-by-step instructions for manual execution by technicians
Status lifecycle
Status | Description |
Draft | Being written or updated, not yet available for use |
Published | Approved and available for the AI agent and technicians |
Archived | Retired — no longer available for new executions |
Versioning
Every change to a runbook creates a new version. You can view the full history of changes, compare versions, and roll back to a previous version if needed. All changes are tracked with who made them and when.
Required inputs
Runbooks can define inputs that must be provided before execution begins. For example, a password reset runbook might require a user_email input. The AI agent will ask for these values before starting.
Forking
You can fork any runbook to create an independent copy — useful for customizing a global template for a specific company, or promoting a company-specific runbook to the global level.