AI agent templates
Every template is a persona plus the tools that persona needs. An AI agent told to "put the caller through" with Transfer to agent switched off will apologise instead, which is exactly the trap a blank form walks you into. Start from the template closest to the job, fill in the blanks and change any wording you like.
The nine templates
| Template | Category | Best for | Tools it switches on |
|---|---|---|---|
| Receptionist | General | A front door that answers everyday questions and puts anyone who asks through to a person | End call, Lookup contact, Transfer to agent, Take voicemail message |
| Appointment booking | Appointments | Taking booking requests and handing the details to your team | End call, Lookup contact, Update contact details, Update contact notes, Transfer to agent, Take voicemail message |
| Reschedule and cancellations | Appointments | Moving or cancelling an appointment that already exists | End call, Lookup contact, Update contact notes, Add contact tags, Transfer to agent, Take voicemail message |
| Customer support | Support | First-line answers to the questions that come up again and again | End call, Lookup contact, Update contact notes, Add contact tags, Transfer to agent, Take voicemail message |
| After-hours answering | General | Picking up when the office is closed and taking a proper message | End call, Lookup contact, Take voicemail message, Update contact notes, Add contact tags |
| Lead qualification | Sales | Finding out what an inbound enquiry needs and passing the ready ones to sales | End call, Lookup contact, Update contact details, Update contact notes, Add contact tags, Transfer to agent |
| Waitlist callback (outbound) | Outbound | Ringing the waiting list when a slot frees up | End call, Lookup contact, Update contact notes, Add contact tags, Transfer to agent |
| Cold call (outbound) | Outbound | A first, uninvited call that asks permission and takes a no | End call, Lookup contact, Update contact details, Update contact notes, Add contact tags, Transfer to agent |
| Appointment reminder (outbound) | Outbound | Confirming a booking without ringing back | End call, Lookup contact, Update contact notes, Add contact tags, Transfer to agent |
Start from scratch is also on the picker. It gives you an empty greeting, empty instructions and no tools.
Fill in the blanks
Template text leaves your own details as square-bracket blanks rather than inventing them. A blank you forgot is better than an AI agent confidently naming the wrong company. The shared rules tell the AI agent not to read bracket text out loud, but they cannot tell it what you meant, so replace every one before you save:
[your business]in every greeting and prompt.[what you sell]in Lead qualification and Cold call.[what you support]in Customer support.[your cancellation policy]in Reschedule and cancellations.[what to do in an emergency]in After-hours answering.
Receptionist
Greeting: "Thanks for calling. How can I help you today?"
Answers questions about opening hours, location, parking and services, in a sentence or two. If the caller asks for a particular person, asks something it was not told about or sounds frustrated, it transfers rather than guessing. If nobody is free it offers to take a message. It never invents prices, availability or policies.
Fill in: [your business]. Add your hours, address and services to the instructions so it has something to answer with.
Appointment booking
Greeting: "Thanks for calling [your business]. Are you calling to book an appointment?"
Collects, in order, the caller's full name, the best number to reach them on, what the appointment is for and when they would prefer to come in. It reads the number back and saves the details on the contact as it goes. It cannot see the calendar, so it never confirms a time; it says the team will call back. Urgent requests, or a caller who needs an answer now, are transferred.
Fill in: [your business].
Reschedule and cancellations
Greeting: "Thanks for calling [your business]. Are you calling about an appointment you already have?"
Looks the caller up first and confirms one detail out loud, their name and the day they are booked in, before it touches anything. To move an appointment it asks what does not work and takes two alternative times. To cancel, it takes the cancellation without arguing, states your notice period once and does not decide about fees. It writes what was asked and why on the contact and tags the call so moves and cancellations can be told apart. Appointments today or tomorrow are treated as urgent and transferred.
Fill in: [your business] and [your cancellation policy].
Customer support
Greeting: "Thanks for calling support. What can I help you with?"
Answers how-it-works, what-to-try-first and what-does-this-error-mean questions, one question at a time. Before it transfers or ends the call it writes a short note on the contact and tags the call so the team can see the pattern. Anything broken, anything about money, or a second request for a person is transferred. It does not promise refunds, dates or fixes.
Fill in: [your business] and [what you support].
After-hours answering
Greeting: "Thanks for calling [your business]. The office is closed right now, but I can take a message."
Tells the caller when you reopen, asks what the call is about and the best number, reads the number back and takes a message. It saves the message on the contact and tags the call so it is picked up first thing. It does not promise a call back at a particular time. This template has no Transfer to agent tool, because nobody is there to ring.
Fill in: [your business] and [what to do in an emergency]. Add your reopening time.
Lead qualification
Greeting: "Thanks for calling [your business]. Are you looking into [what you sell]?"
Finds out, in conversation rather than as a form, what the caller is trying to do, roughly how big the job is and when they need it. It saves name and email on the contact and tags them for sales. It answers general questions about what is on offer but never quotes prices or commits to dates. Anyone ready to talk numbers, or who asks for a person, is transferred straight away.
Fill in: [your business] and [what you sell].
Waitlist callback (outbound)
Greeting: "Hello, this is [your business]. A space has come up and you asked us to let you know. Have you got a moment?"
Run it as an AI agent calls campaign over a waiting-list segment. It names the actual day and time in its second sentence and takes one answer. Yes: the team will confirm, and the contact is tagged so the slot is held. No but keep me on the list: noted and tagged. Take me off the list: tagged unsubscribe so future lists leave them out. It never confirms the booking itself, never quotes a price and hangs up on an answering machine without leaving a message. Keeps the whole call under a minute.
Fill in: [your business], plus the slot you are offering in the instructions.
Cold call (outbound)
Greeting: "Hello, this is [your business]. I know I have caught you out of the blue. Is now a bad time?"
Opens with who it is and one sentence on why, then asks whether now is a bad time and means it. If it is, it asks when would suit, writes that on the contact and ends the call. If the person is happy to carry on, it explains in one sentence what you do for someone in their position and then listens. It never quotes prices, discounts or delivery dates, never pushes back on the same objection twice, and says plainly that it is an AI assistant if asked. A request to be taken off the list is tagged unsubscribe immediately. Answering machines get no message.
Fill in: [your business] and [what you sell].
Outbound calling laws differ by country. Check local rules on consent, calling hours and identification before you run a cold-call campaign, and keep the unsubscribe tag in every exclusion list.
Appointment reminder (outbound)
Greeting: "Hello, this is [your business] calling about your upcoming appointment. Is now a good time?"
Says who is calling and why in the first sentence and keeps the whole call under a minute. It confirms the appointment or notes that the person wants to move or cancel it, tags confirmed and cancelled differently and writes what they said on the contact. A request to be taken off the list is agreed to at once. Rebooking, or anything it cannot answer, is transferred. It hangs up on an answering machine without leaving a message.
Fill in: [your business], plus the appointment details in the instructions or on the contact.
Related
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