Playbooks: B2B SaaS vs ecommerce

Emphasize evaluation: security, implementation, plan fit, and proof. Knowledge brief should front-load pricing logic, integration requirements, and onboarding time. Triggers belong on pricing, security, docs, and comparison pages with moderate delays or scroll depth.

Sales intensity: start Auto or Light; raise only when your transcripts show qualified visitors stalling after clear answers. Custom instructions should guard against over-promising rollout dates and bespoke engineering.

Tone: Professional or Direct for technical buyers; Friendly when practitioners are the economic buyer.

Emphasize shipping, returns, sizing, compatibility, and stock. Triggers on product detail pages should be short and practical (“Unsure on size?”) with conservative timing on mobile. Keep intensity lighter if visitors are browsing; push order help and abandoned-cart recovery only when it matches your brand promise.

Image upload shines for damaged goods, wrong items, or checkout errors—pair with clear return policy citations from the brief.

If you sell both software and services, split instructions by intent: when the visitor names a product SKU versus an enterprise RFP. Use separate page rules rather than one-size-fits-all triggers.