Tune how Riley talks and sells with gambits

Gambits are the sales plays Riley can run on a call - the anniversary upsell, the sympathy-mode softening, the wedding consult booking. Every play can be switched on or off and dialed up or down, so the receptionist sells exactly the way your shop would. The full library is at https://km-florist-receptionist.vercel.app/dashboard/gambits.

The two controls on every gambit

• Enable/disable toggle - a disabled gambit never fires. Turn off anything that doesn't fit your shop.
• Intensity slider - how assertively the play runs. Low intensity is a gentle mention; high intensity is a confident pitch. Tune each play independently.

The categories

The library groups plays into eleven categories so you can review them by purpose:

• Intake - gathering the order details cleanly.
• Pricing Ladder - presenting good/better/best price options.
• Wedding Consult - moving wedding callers toward a booked consult.
• Sympathy Mode - the softer register for funeral and condolence calls.
• Style & Tone - how Riley phrases things.
• Diagnostic Cues - reading what the caller actually needs.
• Forbidden Questions - topics to steer away from.
• Escalation - when to bring in a human.
• Operations - policies, hours, logistics.
• Reputation - review and referral moments.
• Follow-up - setting up the next contact.

The intensity summary

At the top of the library, the playbook intensity summary shows the average intensity across your enabled plays - a quick read on whether your receptionist is currently tuned soft, balanced, or aggressive overall.

A quick summary lives in Shop config

The Tim playbook tab (https://km-florist-receptionist.vercel.app/dashboard/shop?tab=playbook) shows summary stats of your active playbook with an Open library link into the full editor - handy when you just want a glance while working in other config tabs.

A sensible tuning routine

1. Start with the defaults - they encode the Tim Huckabee approach that the whole playbook is built on.
2. After your first weeks of calls, disable plays that clearly don't fit and nudge intensity where Riley feels too pushy or too timid.
3. Check the Performance and Missed cues pages (in the Tim Playbook section of the sidebar) to see which plays win before cutting anything that might be earning its keep.
4. Re-test with a call after each round of changes.

If a play is right in spirit but wrong in wording, you can rewrite its script word for word - see "Rewrite a sales play's script word for word" in the Call quality section.

Still stuck? Submit a ticket from this help center and we'll take it from there.