> ## Documentation Index
> Fetch the complete documentation index at: https://support.i.moneyforward.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Register Playbooks

> How to register Playbooks by file upload or inline creation

A Playbook is a procedure document that AI Agent uses to handle employee inquiries. Based on registered Playbooks, AI Agent guides requesters through the appropriate procedure.

There are two ways to register Playbooks: **file upload** and **inline creation**.

## Register via file upload

Use file upload to register multiple Playbooks at once.

<Warning>
  Supported file formats are **Markdown (.md), plain text (.txt), CSV (.csv), Word (.docx), and PDF (.pdf)**. Each file can be up to **5MB**, and you can upload up to **50 files** per operation. Each file must start with YAML frontmatter specifying `procedure_id`, `name`, `description`, `category`, and `subcategory`.
</Warning>

<Steps>
  <Step title="Open the Playbook management screen">
    From the AI Helpdesk admin screen, select **AI Playbook**.
  </Step>

  <Step title="Select files">
    Click **Upload Procedures** and select the files you want to register. You can select multiple files at once.
  </Step>

  <Step title="Review and confirm">
    After upload, each file's frontmatter and body are parsed, and any errors are shown per file. Review the content and click **Upload**.

    <Tip>
      If multiple files share the same `procedure_id`, only the first one loaded is registered. Review your files before uploading.
    </Tip>
  </Step>
</Steps>

## Register via inline creation

Create a Playbook directly in the WebUI text editor.

<Steps>
  <Step title="Open the Playbook management screen">
    From the AI Helpdesk admin screen, select **AI Playbook**.
  </Step>

  <Step title="Start creating">
    Click **Add Procedure** to open the creation form.
  </Step>

  <Step title="Write the Playbook">
    Enter the Playbook content in the text editor. For step notation, see [Playbook step notation](/en/ai-helpdesk/playbooks/creating#playbook-step-notation) below.

    <img src="https://mintcdn.com/moneyforwardi/heTTAJxL3AZAb52f/images/ai-helpdesk/playbooks/creating/add-modal.png?fit=max&auto=format&n=heTTAJxL3AZAb52f&q=85&s=3fbd87553c45909faa244491664e3fed" alt="Screenshot of Playbook add form" width="2880" height="1800" data-path="images/ai-helpdesk/playbooks/creating/add-modal.png" />
  </Step>

  <Step title="Save">
    Click **Save**. The registered Playbook takes effect from the next triage onward.
  </Step>
</Steps>

<img src="https://mintcdn.com/moneyforwardi/heTTAJxL3AZAb52f/images/ai-helpdesk/playbooks/creating/list.png?fit=max&auto=format&n=heTTAJxL3AZAb52f&q=85&s=1563dc9c855e0454fafd913a893d7c32" alt="Playbook list screenshot" width="2880" height="1800" data-path="images/ai-helpdesk/playbooks/creating/list.png" />

## Playbook specifications

### General-purpose Playbook

When the Triage Agent cannot match an inquiry to any other Playbook, it falls back to a general-purpose Playbook. This fallback Playbook is stored as `procedures/general.md`. It appears in the list like any other Playbook and can be edited or deleted.

<Info>
  Keep the general-purpose Playbook's content updated to provide a reasonable fallback experience. Deleting it removes the fallback response for unmatched inquiries, so proceed with caution.
</Info>

### When changes take effect

Registered or updated Playbook content takes effect **from the next triage onward**. Sessions already in progress are not affected.

## Playbook step notation

Playbook steps contain a natural language description of the action the AI agent should perform. Use the `{{tool_name}}` syntax in the step body to explicitly reference a tool the AI agent should call.

### How to reference tools

Embed `{{tool_name}}` inline in the step text.

```markdown theme={null}
### Step 1: Look up user account

Use {{mcp__admina__get_people_accounts}} to check the user's account status.
If the account is locked, proceed to Step 2. If not found, escalate.
```

<Tip>
  Typing `{{` in the text editor opens a tool-name autocomplete menu (typing `/` opens the full command menu). You can pick a tool from the menu instead of typing it by hand.
</Tip>

### Available tools

**Knowledge and document search**

| Tool                     | Capability                                                                                                |
| ------------------------ | --------------------------------------------------------------------------------------------------------- |
| `{{document_search}}`    | Searches the Knowledge Base and automatically falls back to web search when there is no hit (recommended) |
| `{{web_search}}`         | Search the web directly for up-to-date information                                                        |
| `{{read_markdown_file}}` | Read a specific document file                                                                             |

**Admina data lookup (MCP)**

| Tool                                    | Capability                                                              |
| --------------------------------------- | ----------------------------------------------------------------------- |
| `{{mcp__admina__get_people_accounts}}`  | Retrieve a user's team, employment status, and SaaS account information |
| `{{mcp__admina__get_devices}}`          | Retrieve a user's device information                                    |
| `{{mcp__admina__get_identities}}`       | Retrieve a user's identity and MFA enrollment status                    |
| `{{mcp__admina__get_services}}`         | Retrieve the list of available service integrations                     |
| `{{mcp__admina__get_service_accounts}}` | Retrieve the account list for a specific service                        |

<Note>
  Admina MCP tools require the Admina MCP integration to be enabled in **Settings > Integration**. Tool names follow the `{{mcp__admina__tool_name}}` format. Check with your admin for the full list of available Admina tools.
</Note>

**Core tools**

| Tool                           | Capability                                                                                 |
| ------------------------------ | ------------------------------------------------------------------------------------------ |
| `{{check_session_status}}`     | Check the current status and assignee of the session (always call before `{{escalation}}`) |
| `{{escalation}}`               | Escalate to an operator or team                                                            |
| `{{escalation_contact}}`       | Display a specific contact as a chip in the step text (see below)                          |
| `{{suggest_session_complete}}` | Confirm resolution with the user and prompt session close                                  |
| `{{start_workflow}}`           | Start tracking a named workflow (e.g. `password-reset`)                                    |
| `{{update_conversation_data}}` | Save information collected during the conversation                                         |

<Info>
  `{{investigation}}` and `{{resolution_planning}}` were removed as part of a prompt model refactor. The equivalent judgment is now built into the AI agent's core instructions, so Playbooks no longer need to call them explicitly.
</Info>

### Contact chip syntax (`{{escalation_contact}}`)

`{{escalation_contact}}` is a different tool from `{{escalation}}`. It isn't an action the AI performs — it's **notation for displaying a contact clearly in the step text**. Embedded with no attributes, it resolves to your tenant's configured contact. Adding an attribute displays a specific contact as an icon-labeled chip.

| Syntax                                                 | Icon shown                                             |
| ------------------------------------------------------ | ------------------------------------------------------ |
| `{{escalation_contact}}`                               | Generic icon (resolves to the tenant-configured value) |
| `{{escalation_contact name="display name"}}`           | Person icon                                            |
| `{{escalation_contact slack_name="display name"}}`     | Slack icon                                             |
| `{{escalation_contact teams_username="display name"}}` | Microsoft Teams icon                                   |
| `{{escalation_contact line_id="display name"}}`        | LINE WORKS icon                                        |
| `{{escalation_contact email="email address"}}`         | Mail icon                                              |

```markdown theme={null}
If you have questions, check with {{escalation_contact name="Taro Yamada"}}.
```

### Example

```markdown theme={null}
## Password Reset Procedure

### Step 1: Check user account

Use {{mcp__admina__get_people_accounts}} to verify account status.
If the account is locked, proceed to Step 2. If not found, escalate.

### Step 2: Search internal documentation

Use {{document_search}} to find the password reset procedure.
Present the found procedure to the user clearly.

### Step 3: Confirm resolution

Check whether the issue is resolved.
If resolved, use {{suggest_session_complete}} to close the session.
If not resolved, use {{check_session_status}} to check status, and if not already escalated, use {{escalation}} to hand off to the IT team.
```

<Tip>
  Tool references are optional. The AI agent selects tools from context even without them, but using `{{tool_name}}` makes tool selection more reliable and ensures expected behavior.
</Tip>

## Related pages

* [Edit and delete Playbooks](/en/ai-helpdesk/playbooks/editing)
* [Manage Handbooks](/en/ai-helpdesk/knowledge/handbook)
* [Add Knowledge](/en/ai-helpdesk/knowledge/adding)