What is a Playbook?

Playbooks are refreshed every few hours, dependent on your actual data pipeline speed. You can check your data pipeline runs in the HG Insights Platform Admin App: Settings > Processes. This automatic refresh never removes matches from the playbook — it only adds new matches and leaves existing ones in place even if they no longer qualify.

In addition, playbook matches are refreshed in the following cases:

• When there are updates to rules (filters) on a specific playbook: playbook matches will be refreshed across users of said playbook, usually within a few minutes. Editing and saving a rule clears every currently active match for that playbook (for every user who shares it) and rebuilds the list from scratch against today’s data, so matches that no longer qualify are dropped.

• When there are updates to the territory configuration of a specfic user: either by editing their territory field in Admin App, or by customizing their territory configuration in Copilot. The new territory setup will trigger a playbook matches refresh across this user’s playbooks.

Playbook Matches are the history of total matches of the playbook ever since the playbook was built

= all matches of the previous filters + matches of the current filters - matches marked as Done, Rejected or Snooze

The list is refreshed by the Playbook evaluator once every 24 h and keeps a history of every person or account that has ever qualified.

PS. every qualified match will be automatically removed after 90 days

[PRODUCT TO VERIFY: this answer says the Playbook Matches list refreshes “once every 24h,” while “How often are playbooks refreshed?” above says playbooks refresh every 3-4h on average. Confirm which cadence is accurate and reconcile the two answers.]

Match Preview from the setting page of the playbook is the instant number of matches based on the filters and the current database

Explore is merely a view reflected on the rules

This is deliberate, not a bug: for playbooks with a manual follow-up action (Autopilot off), a match stays visible so reps don’t lose track of prospects they haven’t acted on yet — it is a reminder of unworked backlog. The match only drops off when a rep marks it Done, Rejected, or Snoozed, or when the playbook’s rules are edited and saved. You must actually change a value in the Filter Rules for the playbook to sweep matches and re-evaluate from scratch: clicking Update on a playbook you opened but didn’t edit does add net new matches but does not clear the existing backlog.

You can either:

• Use a bulk action if you know which records you want to clear: mark as done, reject or snooze the records you want to remove

• If you simply want the playbook to re-evaluate from scratch and remove any past matches, open the playbook, change a value in the Filter Rules, then click Update Playbook and confirm. We recommend picking a rule or value that does not affect your results: you can verify this with the preview number of matches below the filters. This clears every currently active match for that playbook — for every user who shares it — and rebuilds the list from today’s data, so anyone who no longer qualifies under the existing rules will not come back. Before doing this on a shared playbook, confirm with your team: it clears everyone’s queue for that playbook, not just yours.

In general, Match Preview and Explore should always be aligned, as they are instant, live queries powered by the Data API and reflect the current database.

However, Playbook Matches could vary. For instance:

• Playbook Matches can be higher than Match Preview and Explore when previously qualified entities in the list of Playbook Matches were later disqualified — they remain visible until you mark them Done, Rejected or Snoozed, automatically removed after 90 days, or until the playbook’s rules are edited and saved (which clears and rebuilds the whole list — see “How often are playbooks refreshed?” above).

• Playbook Matches can be lower than Match Preview and Explore right after you mark items Done/Rejected/Snoozed.

• Match Preview can be empty while Match Preview shows results during the short window after filters are changed and a couple minutes of refreshing time is required.

When investigating a mismatch or missing record, first check the Status column in the Playbook (see below), then confirm when the evaluator has last run. This behavior may be expected and does not indicate data loss.

You may not be seeing what you expect if the playbook has not been refreshed since the record was created or updated in your system (ex: SFDC). Unfortunately, there is currently no manual way of triggering a refresh. You can check back in a few hours, or change the filters of the playbook to force a refresh of the playbook results.

Although we proactively monitor Playbook execution health, please open a ticket with our support team immediately if you notice that a playbook hasn’t been refreshed for more than 24h.

If a record you are expecting is still missing from the playbook results despite the playbook being recently refreshed, please open a support ticket.

The newly added user will first have to accept the invite and complete their Copilot onboarding.
Once done, they can expect their first playbook matches to appear within 1-2h.

Playbook rows show data as of the match date. Therefore, empty columns are expected because not all historical values are stored at match time. For example, if you create a new computation and want to use it as a column in the playbook, the values of the computation for matches that got qualified before will not be backfilled. On the other hand, Explore views always show up-to-date computation values.