Playbooks and Processes¶
Playbooks and Processes are how Mention organizes and delivers knowledge that members work through. A Playbook is the container; Processes are the items inside it; SOPs are the interactive walkthroughs generated from them.
Playbooks¶
A Playbook is a collection of Processes scoped to a single Audience. Every Audience has exactly one Playbook. The Playbook defines what the Audience's members need to understand, and in what order.
Admins populate a Playbook by selecting processes that Mention extracts from ingested content, and arranging them in the order members should work through them.
Processes¶
A Process is a single unit of knowledge in a Playbook. Depending on the Audience's kind (chosen when the Audience is created), a Process is one of two kinds:
- Workflow — an operational procedure a member performs as part of their job (for example, "Qualify an Inbound Lead").
- Capability — a feature the company's product provides that the member must understand and explain (for example, "Smart Lead Scoring"). Use this when an Audience is a knowledge domain about your product rather than a team running internal procedures.
All Processes in a given Audience's Playbook share the same kind. Each process captures:
| Field | Workflow | Capability |
|---|---|---|
| Name | What the process is called | What the capability is called |
| Objective | What the process aims to achieve | What the capability does for the user |
| Performer | Who is responsible for executing it | The product (or the part of it) that provides it |
| Trigger | What initiates the process | The user need or situation it applies to |
| Scope | The boundaries of what the process covers | What the capability does and does not cover |
How processes are identified¶
When you activate documents from your content sources, Mention analyzes them to identify workflows and procedures. These appear for your review in the Playbook tab's process picker, where you decide which ones to include in each Audience's Playbook.
The process lifecycle¶
- Extraction — Mention identifies workflows (or product capabilities) described in your ingested documents
- Selection — You add relevant processes to a Playbook
- Learning — When a member is added to the Audience, Mention generates a personalized SOP for each process, ready by the time they open it
SOPs (Standard Operating Procedures)¶
An SOP is an AI-generated interactive walkthrough for a specific Process. Unlike articles (which are read), SOPs are designed to be worked through step by step.
Structure¶
Each SOP consists of:
- Tasks — Individual steps the member works through. Each task includes explanatory content and a knowledge check.
- Workflow — Workflow SOPs include a structured walkthrough with decision points and branches. Depending on the path taken, the walkthrough can end at different outcomes — for example, completed, escalated, deferred, or stopped. An outline lets members move between tasks. Capability SOPs are instead a linear explainer — an ordered set of tasks (what it does, how it works, limits, when to use it) with no branching.
Step instructions can embed at most one interactive widget each — a stepper, flip cards, a decision helper, or a tabbed view — when interaction genuinely aids the step. Widgets reinforce the instructions rather than replace them, and a client that can't render one shows a labeled placeholder card. A widget being added, removed, or materially changed counts as a substantial change during regeneration.
Knowledge checks¶
Each task within an SOP includes a knowledge check — a short multiple-choice quiz. Members answer it before their progress on that task is recorded. For informational steps that do not require assessment, members can mark the task as read instead, which still counts toward completion.
How answers are graded¶
Each knowledge check is a multiple-choice quiz: the member picks an answer for each question and sees an explanation and a score. The result is recorded immediately, and a quiz can be retaken if not passed. Grading consumes credits — see Understanding Credits.
Cross-linking with concepts¶
When an SOP references terms from the Glossary, Mention automatically links them. This connects Playbook content back to the Glossary, so members can easily jump to a concept's article if they need more context.
Generation¶
SOPs are generated when a member is added to the Audience — Mention writes one per process using context from the process's source documents, so they're normally ready by the time the member opens them. When a process is later added to an Audience that already has members, Mention generates that process's SOP for each of them as well; removing a process deletes their copies. If a process is opened before its SOP has finished, a brief loading state appears, then it's cached. A member can regenerate their own SOP (which resets their progress on that process), and an admin can regenerate one too; both consume credits.