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Overview

Playbooks are powerful workflow tools in AbuseHQ that allow you to move through new cases quickly—either manually or automatically.

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Accessing Playbooks in AbuseHQ

To configure Playbooks:

  1. Open the Admin Portal in AbuseHQ.
  2. Click Settings in the left-hand menu.
  3. Under Automation, click Playbooks.

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Creating a New Playbook

  1. Click the Add new Playbook button.

  2. Enter a name for the Playbook.

    💡 Tip: Choose a name that helps you identify it later.

  3. Click the Add Transition button.

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Creating a Transition (Step 1)

  1. Enter a name for this transition.
  2. In the Source State dropdown, select: NEW.
  3. In the Target State dropdown, click + new State and name it (e.g., CustomerNotice).
  4. Under Type, select: Manual.
  5. In the Integrations dropdown, select the Mail Template you previously created for notifications.
  6. Click Add/Apply.

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Creating a Transition (Step 2)

Now we’ll add another transition to continue the workflow:

  1. Click Add Transition again.
  2. Enter a name for this transition.
  3. For Source State, select: CustomerNotice (the one we just created).
  4. For Target State, select: Resolved.
  5. Under Type, select: Automatic.
  6. Click the pencil icon next to the Precondition field to define a condition.

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Defining a Precondition

  1. Click the Rule button.
  2. For Event Type, select: Case, State Entry Date.
  3. For the operator, select: is more than.
  4. For the time range, enter: 7 days.
  5. Click Add/Apply.

You’ll be brought back to the Transition page, and the Precondition field will now show the data you defined.

  1. Click the Add button.

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Finalizing the Playbook

You’ll return to the main Playbook page.

  1. Click the green START arrows to enable the transition steps.
  2. Click the Save button.

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Transition Types Explained

  • Manual – A button appears on the case page if the precondition is met. Clicking it triggers the transition.

  • Event – When a new event is added to a case, the precondition is evaluated and may trigger the transition.

  • Automatic – The system periodically checks the precondition. If matched, the transition is triggered.

    Useful for time-based workflows (e.g., “after 14 days, go to the next state”).

  • API – This transition is triggered only via an API call. No UI button is displayed.