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What are Templates?

Templates are pre-written response patterns that help your AI communicate consistently. Think of them as conversation guides that help your AI:
  • Maintain a consistent tone
  • Include all necessary information
  • Handle common situations professionally
  • Save time on repetitive tasks

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When Do You Need a Template?

You should create a template when you need your AI to:
  1. Handle Common Scenarios
    • Greeting new customers
    • Answering frequently asked questions
    • Collecting specific information
    • Closing conversations
  2. Maintain Consistency
    • Brand voice and tone
    • Required disclaimers
    • Company policies
    • Support procedures
  3. Guide Complex Interactions
    • Multi-step processes
    • Form filling
    • Troubleshooting guides
    • Handoff to human agents

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Template Examples

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1. Welcome Message

Hi {{user.name}}! 👋
I'm {{assistant.name}}, your AI assistant at {{company.name}}. I'm here to help you with:
Product information
Technical support
Order status
General inquiries
How can I assist you today?

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2. Information Collection

To better assist you, I'll need a few details:
Your order number (if applicable)
A brief description of your issue
Any error messages you're seeing
Please provide as much information as you can.

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When to Use Existing Templates vs Create New Ones

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Use Existing Templates When:

  • Handling standard situations (greetings, goodbyes)
  • Following common business processes
  • Using proven conversation flows
  • Needing quick deployment

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Create New Templates When:

  • Addressing unique business needs
  • Implementing specific procedures
  • Handling industry-specific requirements
  • Creating branded experiences

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Best Practices

  1. Keep It Natural
    • Write like a human would speak
    • Avoid robotic language
    • Include personality touches
  2. Be Clear and Concise
    • Use simple language
    • Break information into chunks
    • Include clear calls to action
  3. Use Variables Wisely
    • Customer name and details
    • Company information
    • Dynamic data (order numbers, dates)
    • Context-specific information
  4. Test Thoroughly
    • Try different user inputs
    • Check all variable replacements
    • Verify tone and clarity
    • Test edge cases

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Template Structure

Every template should include:
  1. Purpose: What the template is for
  2. Variables: What dynamic information is needed
  3. Flow: How the conversation should progress
  4. Fallbacks: What to do if something goes wrong

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Getting Started

  1. Go to your Studio settings
  2. Click on “Templates”
  3. Choose “Create New Template”
  4. Fill in:
    • Template name
    • Description
    • Response pattern
    • Variables needed
  5. Test your template
  6. Save and activate

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Need Inspiration?

Check out our template library for common scenarios:
  • Customer Support
  • Sales
  • Technical Support
  • Appointment Booking
  • FAQ Handling
Remember: The best templates evolve with use. Monitor how they perform and adjust based on real conversations.
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