FEATURE FOCUS: PRACTICE PLAYBOOK

Practice Playbook

The operating memory behind every CRTX Agent

PLAYBOOK_INTRO.MP4

The Practice Playbook captures how your practice actually works — from scheduling and insurance rules to tone, preferences, and real-world corrections — so CRTX can stay aligned across phone, text, and webchat.

PLAYBOOK OVERVIEW

Practice Playbook Rules

One place for the rules that make your practice unique

✓ Add rules and preferences
✓ Organize them by category
✓ See what is live and pending
✓ View rule history and updates over time

Examples of what belongs in the Playbook:

Scheduling rules. Insurance boundaries. Service-specific guidance. Tone and style. Escalation rules. Provider preferences. Exceptions your front desk handles every day.

QUALITY ASSURANCE

Verify how CRTX responds

Test how the Agent responds across phone, text, and webchat

✓ Ask common patient questions
✓ Check how the Agent applies Playbook guidance
✓ Catch weak or unclear responses
✓ Identify where a new rule or correction is needed

Important

Not every submitted rule becomes live immediately. The Playbook includes review and guardrails so changes can be checked for conflicts, safety, and fit before they shape live behavior.

CONTINUOUS IMPROVEMENT

Improve the system from real patient conversations

Add rules directly from the timeline

✓ Flag an Agent response that missed the mark
✓ Explain what should have been said instead
✓ Categorize the issue
✓ Submit that correction into the Playbook as a pending update