The Chain-wide playbook page is where HQ sets the default wording, timing and on/off setting for the six automated follow-up texts ("plays") that locations send after a job is paid. The page also shows which locations have changed their own copy, where plays are failing, and the revenue they've brought in. It needs the +HQ add-on. Without it, the page shows Chain-wide playbook needs the +HQ add-on. Only org Owners and Admins can save changes.
For how a single location edits its own templates, see Configuring sales playbook templates.
Getting there
In the HQ sidebar, click Playbook (under Insights). You can also open it from the Playbook tile in HQ Settings.
How your defaults reach locations
Each location has its own copy of the six templates, and a location's own copy always wins over your HQ default. Here's how the two connect:
- New locations start with a copy of your HQ defaults, so they match the chain straight away.
- Existing locations keep their own copy when you change a default. Your change reaches a location only if it doesn't have its own copy of that play. Otherwise, the location's own text is what its customers receive until someone updates it in that location's playbook settings.
- Plays already queued keep the wording they were created with. Saving a change here only affects plays queued after you save.
To see which locations are using their own copy instead of your defaults, check the Shops in this org · template drift card. Each location is marked ✓ in sync or shows how many plays it has customized, with the play names.
Editing a default
The Org defaults · per-kind SMS copy card has one row for each play: Review request, Warranty registration, Cross-sell, Maintenance check-in, Win-back offer and 1-year anniversary.
- Tick or untick Enabled.
- Set Fire after to the number of days to wait (0–730).
- Edit the message. You can use the merge fields {{firstName}}, {{discountPercent}}, {{pitch}} and {{shopName}}. The Preview · sample customer box shows the message with sample values, and a counter shows how close you are to the 1,600-character limit.
- Click Save on that row.
Each row has a badge. Hardcoded default means the play is using SalesThumb's built-in copy. Org override means HQ has changed it. To go back to the built-in version, click Reset to hardcoded. Every save or reset is also recorded in each location's activity log.
Test-firing before you save
Pick a phone number next to Test-fire to:. You can choose your own verified phone or the verified phone of a location in your organization. Then:
- Click Test on a row to send that row's current text, saved or not, filled in with sample values.
- Click Test all to send every enabled play back to back.
Test messages start with "[CHAIN TEST" and the play name. They're one-off texts and aren't logged as customer messages. You can send up to 10 tests per hour, and any one number can receive up to 20 a day.
Watching how plays perform
- HQ digest emails: two daily emails that go to org Owners. These are Chain-wide reply digest (8:15am), which rolls up yesterday's replies across every location, and Failure leaderboard (8:30am), which ranks locations by yesterday's failed plays. Untick either one to stop it. Each location's owner still gets their own emails.
- Playbook failures · last hour: appears when any location had failed plays in the last hour. It shows a count for each location and the most recent error. Under 5 is a warning, 5–9 is escalating and 10+ is critical. The page notes that the most common cause is missing or wrong Twilio settings at the location.
- Chain-wide playbook revenue: appears once plays have brought in revenue. It shows the total and a table of revenue, invoices and plays credited for each location.
- Export chain CSV (Owners and Admins): downloads every play from the last 90 days for all locations. Each row has the location, play, status, dates, customer name and phone, and invoice.
Frequently asked questions
Q: I changed a default, but a location is still sending its old text. Why?
A: That location has its own copy of the play, and a location's own copy always wins. It shows up in the template drift card. To change what that location sends, its own copy needs updating in the location's playbook settings.
Q: Does editing a default change texts that are already scheduled?
A: No. Each play keeps the wording it was queued with. Your edit only applies to plays queued after you save.
Q: Where do test texts go?
A: To the number you choose in Test-fire to:, which can be your own verified phone or a location's verified phone. Tests aren't sent to customers and aren't logged as messages.
Q: Who receives the HQ digest emails?
A: Org Owners. You can turn each digest off on this page. Each location's owner keeps getting their own emails either way.