Playbooks are how OuterSignal takes action automatically. When a customer enters a segment, a Playbook fires — tagging them in Klaviyo, sending a Slack alert, adding a tag in Shopify, and more.
Getting to Playbooks
Click Playbooks in the left sidebar. The Playbooks page shows every Playbook you've created — active and inactive — along with the segment each one is running on and the action it takes.
At a glance you can see:
How many active Playbooks you have
Which segment each Playbook is running on
What action it takes (Slack, Klaviyo, Shopify, etc.)
Whether it's currently active or inactive
Filtering your Playbooks
Use the filter bar at the top to narrow down your Playbooks by:
All triggers / Active triggers — show all Playbooks or only active ones
All segments — filter to Playbooks running on a specific segment
Action type — filter by Slack, Klaviyo, Shopify, Email, or Webhook
This is useful as your Playbook library grows — quickly finding all Slack Playbooks, or all Playbooks running on a specific segment.
How a Playbook works
Every Playbook has three components:
1. WHO — the segment
The group of customers the Playbook watches. When a new customer matches the segment criteria, the Playbook fires. This can be your All Customers segment (runs on everyone) or any custom segment you've saved in the Signal Feed.
2. WHEN — the trigger
On Enter — fires once when a customer first matches the segment. Use this for one-time actions like a VIP Slack alert or an initial Klaviyo tag
Live Sync — fires on every matching order while the customer remains in the segment. Use this for ongoing actions like streaming enriched data to Klaviyo or flagging every VIP order for your 3PL
3. ACTION — what happens
The action OuterSignal takes automatically. Available actions include Slack Message, Klaviyo Stream, Klaviyo Tag, Shopify Tag, Shopify Metafield, Shopify Note, Email Notification, and Webhook.
Each Playbook supports one action. To take multiple actions on the same segment, create separate Playbooks for each — they'll all fire when a customer enters.
The Playbooks you should build first
All Customers — Klaviyo Stream
Your most important Playbook. Pushes enriched OuterSignal data (age, gender, persona, birth date, and more) to every Klaviyo customer profile automatically. Set this up immediately after connecting Klaviyo — it's prompted automatically when you complete the Klaviyo integration.
High Signal / VIP — Slack Message
Alerts your team in Slack the moment a high-signal customer places an order. Set the trigger to On Enter so you get one alert per VIP — then reach out personally, send a gift, or escalate to the right person.
Managing your Playbooks
From the Playbooks list you can:
Activate / Deactivate — pause a Playbook without deleting it. Deactivated Playbooks stop running but can be reactivated at any time
Edit — update the segment or action on an existing Playbook
Duplicate — copy a Playbook as a starting point for a similar one
Delete — permanently remove a Playbook
Playbooks vs Segments
Playbooks and Segments are closely related but serve different purposes:
Segments define who — a saved filter that identifies a group of customers
Playbooks define what happens when a customer enters that segment
A segment can have multiple Playbooks running on it. A Playbook always requires a segment to run on. You can create segments from the Signal Feed and immediately build a Playbook on them — or build Playbooks directly from the Playbooks page using any existing saved segment.
📖 Playbook Actions Reference — Every Available Action Explained (coming soon)