Playbooks and procedures
Firm procedures and guidance, playbooks that run inside a call, a work item or an intake, and acknowledging new versions.
For: OwnerStaff
On this page
LegalBook keeps the firm's operating knowledge and puts it in front of the person at the moment of work, instead of in a binder nobody opens.
Procedures and guidance
An article is a piece of firm guidance: a standard operating procedure, a checklist, a call script, a firm policy, an FAQ or an escalation rule.
- Articles are versioned. A version is drafted, reviewed by the right approver and published. A published version is fixed; changes make a new version.
- Each article has an owner, an approver and a review cadence, so stale guidance is flagged for review.
- An article can be marked as needing an attorney's approval before it is published.
- Versions can have translations, each approved separately.
Staff read published procedures from Procedures in the Production workspace. Authors manage them from Knowledge base in Configuration, and approvers work from Approvals.
Playbooks
A playbook is a step-by-step script that runs inside a call, a work item or an intake. It shows one step at a time, asks the questions the firm wrote, records the answers, branches on them, and can raise flags or detour to another script.
- On a call, the playbook for the caller's class appears in the reception workspace.
- On a work item, the playbook for its type appears beside the work.
- Each run is pinned to the playbook version it started with, and keeps a trace of every step.
Playbooks are written and published in Configuration → Playbooks. Supervisors review Playbook runs to see where scripts are abandoned or escalated.
Bindings: the right content in the right place
A binding says which article or playbook is delivered where: for a work item type, a workflow step, a caller class, a queue, an intake form, a practice area or a matter type. Bindings live in Configuration → Bindings. LegalBook resolves the exact versions for each situation, so two people handling the same kind of work see the same guidance.
Acknowledging new versions
When an important version is published, the firm can require named roles or people to acknowledge that they read it. An acknowledgement requirement can hold the related tasks until the person has acknowledged.
Supervisors see who still has to acknowledge in Acknowledgements. Acknowledgements are permanent records.
Feedback and content health
Anyone reading an article or running a playbook step can leave feedback. Content health collects open feedback and articles overdue for review.
Asking the firm's procedures
Not available yet. With AI configured, Ask the firm's procedures answers a question from approved firm guidance only, with citations. See AI suggestions and their limits.