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What are Agent Templates?

Agent templates are pre-built configurations that let you create complete agents in a single step. Each template includes the prompt, voice, language, tools, and in some cases a complete conversational path — all ready to work. The template’s variables (like phone numbers or department names) are created as <<placeholders>>. After the agent is created, you fill them in with your business information directly in the editor.
Templates are a starting point. Once the agent is created, you can customize any aspect of its configuration as if you had created it from scratch.

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Using a Template

1

Access the template catalog

From the Agents section of the dashboard, click Create Agent. You’ll see the catalog of available templates along with the option to create an agent from scratch.
Agent templates catalog
2

Select a template

Browse the available templates. Each one shows:
  • Name and description of the use case
  • Agent type: single prompt or conversational path
  • Variables used by the template
Click on the template you want to use to see its details.
3

Create the agent

Click Use template to create the agent. It will be created in draft state, with the template’s variables left in place as <<placeholders>> for you to fill in afterward.
4

Fill in the variables and customize

The agent opens in the editor with the full template configuration applied. Replace the <<placeholders>> with your business information wherever they appear — in the prompt, the greeting, and any conversational path nodes. Then review:
  • The prompt or conversational path to make sure it fits your use case
  • The voice and language selected
  • The call tools enabled (transfer, hang up, etc.)
Modify whatever you need before publishing.
5

Configure pending resources

Some templates include pending resources that you need to configure:
  • Integrations: Connections to external services that require your credentials (API keys, tokens)
  • Workflows: Automations that need to be enabled in the workflow builder
  • Knowledge bases: Data sources that you need to add
These resources appear marked as pending in the agent configuration. Configure them before publishing.
You won’t be able to publish the agent until all pending resources are properly configured.
6

Publish the agent

Once satisfied with the configuration, create a version and publish the agent so it starts receiving calls.

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Template Types

Templates can be one of two types based on the agent mode:

Single prompt

Templates based on general instructions. The agent follows a prompt that defines its global behavior. Ideal for simple and straightforward use cases.

Conversational path

Templates with a predefined step-by-step conversation flow. They include nodes, branches, and specific actions. Ideal for structured processes.

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Variables

Variables allow a single template to adapt to different businesses and use cases. They mark the spots in the configuration that you need to personalize.

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How they work

  • Defined using the <<variable_name>> format
  • When you create the agent from a template, the variables are left in place as <<placeholders>> — they are not filled in during creation
  • You replace each placeholder with your own value after the agent is created, directly in the editor
  • Placeholders can appear anywhere in the agent: prompt, greeting, conversational path nodes, etc.

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Example

A call routing template might have these variables: The template prompt is created exactly like this, with the placeholders intact:
In the editor, you replace each placeholder with your value so it reads:
Remember to replace every placeholder before publishing. Any <<name>> left unfilled will be read literally by the agent during calls.

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Pending Resources

Some advanced templates include resources that need additional configuration after creating the agent. These resources are automatically created as placeholders that you need to complete.

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Pending integrations

If the template uses integrations with external services, placeholder integrations are created that you need to configure with your credentials. For example:
  • A CRM integration (you need your API key)
  • A calendar connection (you need to authorize your account)
  • A webhook to your internal system (you need the URL)

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Pending workflows

If the template includes automation workflows, placeholder workflows are created that you need to review and enable in the workflow builder.

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Suggested knowledge bases

Some templates suggest knowledge bases that would improve the agent. You can create a knowledge base and assign it to the agent.

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Next Steps

Create agent from scratch

Learn to create and configure an agent step by step.

Conversational paths

Customize your agent’s conversation flow.

Version control

Publish and manage versions of your agent.

Add integrations

Configure the integrations your agent needs.