The 6 system templates
Each template covers a common outbound or inbound use case, with a tested prompt and a recommended language. You can edit anything after cloning — the templates are starting points, not constraints.
- Outbound sales — SaaS demo — qualify a B2B prospect and book a 15-minute demo. Default language: Hindi.
- Inbound support — Tier-1 triage — greet, identify intent, resolve from FAQ or route to a human queue.
- Appointment booking — Healthcare — book or reschedule a clinic visit with WhatsApp confirmation.
- Appointment reminder — Service — confirm an upcoming appointment 24h in advance, allow reschedule.
- Collections — Soft reminder — polite reminder for overdue invoice or EMI; capture commitment date. RBI-compliant scripts out of the box.
- Survey — NPS — Net Promoter Score in 60 seconds, with one qualitative follow-up.
How to clone
- Go to Playbooks
- Scroll to the "System templates" section (the 6 cards at the top)
- Click the template that matches your use case
- Click "Use this template"
- A new draft agent is created in your org and the editor opens with it
Editing the placeholders
Each template prompt has {{placeholders}} for customer-specific values — your company name, agent persona, product details. Replace them in the editor:
Original:
"You are calling on behalf of {{company}}. Greet the prospect,
briefly explain why we're calling (improving their {{pain_point}})..."
After editing:
"You are calling on behalf of Acme Logistics. Greet the prospect,
briefly explain why we're calling (improving their last-mile delivery times)..."Tips for great prompts
- Keep the greeting under 15 words. Long openers feel scripted; short ones feel human.
- Tell the agent what NOT to say. "Never mention pricing unless asked" works better than "Be careful about pricing."
- Specify how to handle "not interested". Default templates have polite exit lines. Don't remove them — they protect your DPDP/TRAI compliance.
- Mention the language explicitly if you're using Hinglish ("Reply in Hindi-English mix, match the customer's register"). The LLM follows hints better than implicit cues.