How this works

Playbooks and plays

A playbook is a library of plays. A play is one narrated briefing that ends in a test.

The Agency Playbook trains licensed staff on agency operations. The VA Playbook trains non-licensed support seats: telemarketing, telemarketing management, and executive assistants.

Inside a playbook, plays are grouped into tracks. Each track carries its own color so you can see at a glance where you are.

A play plays as a narrated briefing: overview, procedure, scripting, then a test. It takes the time listed on the card, give or take.

Finding a play

Search by title or filter by track. Every play in the playbook is listed, in order.

Search matches play titles and descriptions. The track chips filter the list down to one track.

Plays are meant to be taken in order within a track, but nothing stops you jumping ahead unless the play is gated.

The coach narrates

Your coach reads each slide aloud. Pick the coach on the cover; you can switch any time.

Each slide is spoken by the coach you selected on the cover screen. While a slide is playing, the coach frame glows and the sound bars move.

You can pause, replay a slide, or turn on auto-advance so the play plays end to end without touching anything.

Arrow keys move you back and forward when a slide is unlocked.

Checkpoints

A checkpoint blocks the next slide until you have heard this one and answered.

Checkpoints exist so a play is not a video someone leaves running in another tab. You hear the point, you answer the check, then you move on.

If Next will not respond, the current slide has not finished playing yet.

The completion gauge

The dial in the top right is how far through this play you are, not your score.

The gauge fills as you advance through the play. On the completion screen you get a second gauge, and that one is your test score.

Progress is saved on this device, so you can close a play partway and pick it back up.

Ask the Coach

Stuck on something? Ask in the play and your manager sees the question too.

Ask the Coach answers in context, knowing which play and which section you are on.

The question and answer are also logged for your manager on the Questions page, which is how a repeated point of confusion becomes a training fix rather than a private guess.

Why a play is locked

This play has a prerequisite. Finish the play named on the card and this one opens.

Some plays are gated behind a prerequisite. The non-licensed guardrails play gates the whole VA Playbook, because nothing else in that playbook is safe to act on until the compliance boundary is understood.

A locked card names the play you have to complete first. Completing it unlocks everything behind it immediately.

Learner mode and Manager mode

Learners must hear every slide and pass the test. Managers can skip ahead and bypass it.

The toggle in the bottom bar of a play switches between the two. In Learner mode every slide has to play out and the test has to be passed. In Manager mode you can jump slides and skip the test so you can review content quickly.

A play skipped in Manager mode is not marked certified. That is deliberate: preview and completion are different things, and the record should only ever show what was actually earned.

Seats decide who can skip

Your seat on the Team page decides whether you can preview plays or are fully gated.

Manager, agent, and telemarketer manager can preview a play and skip ahead. Sales LSP, service LSP, executive assistant, and telemarketer have to listen to every slide and answer every question.

Managers and agents can assign seats on the Team page. Set the 'I am' selector to yourself so this device carries your seat and its permissions.

Seats are held on this device for now, which is why you set them once per browser rather than logging in.

What counts as certified

Certified means you passed the test as a learner. Skipping never certifies.

Passing the test at the required score marks the play complete and certified. The completion screen shows the score and the reward earned.

Test questions are drawn from a larger bank and shuffled, so retaking a play is not a memory exercise in answer positions.