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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. You just need to fill in the variables specific to your business (like phone numbers or department names) and you’ll have a working agent in seconds.
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 you need to configure
Click on the template you want to use to see its details.
3

Configure the variables

Each template may include variables that you need to fill in with your business information. These variables use the <<variable_name>> format and are automatically substituted when the agent is created.Common variable examples:
  • <<company_name>> — Your company name
  • <<sales_phone>> — Sales department number
  • <<business_hours>> — Customer service hours
Template variables configuration
4

Create the agent

Click Use template to create the agent. It will be created in draft state so you can review and adjust it before publishing.
5

Review and customize

The agent opens in the editor with the full template configuration applied. 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.
6

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.
7

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.
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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. When you create an agent from a template, variables are automatically replaced with the values you provide.

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How they work

  • Defined using the <<variable_name>> format
  • Substituted throughout the agent: prompt, greeting, conversational path nodes, etc.
  • Preserve the original data type (text, number, boolean)

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Example

A call routing template might have these variables:
VariableDescriptionExample
<<company_name>>Your company name”Downtown Dental Clinic”
<<sales_phone>>Sales number”+1 555 123 4567”
<<support_phone>>Support number”+1 555 123 4568”
<<business_hours>>Business hours”Monday to Friday, 9 AM to 6 PM”
The template prompt: 
You are the virtual receptionist for <<company_name>>. 
Our business hours are <<business_hours>>.
If the customer wants to speak with sales, transfer them to <<sales_phone>>.
Becomes: 
You are the virtual receptionist for Downtown Dental Clinic. 
Our business hours are Monday to Friday, 9 AM to 6 PM.
If the customer wants to speak with sales, transfer them to +1 555 123 4567.
You don’t have to fill in all variables before creating the agent. Unsubstituted variables remain as <<name>> in the configuration and you can edit them later from the agent editor.

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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.
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Conversational paths

Customize your agent’s conversation flow.
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Version control

Publish and manage versions of your agent.

Add integrations

Configure the integrations your agent needs.