Overview
Prompt templates help you quickly add structured, best-practice prompts when configuring your AI Agents. Instead of writing everything from scratch, you can select ready-made templates for Instructions and Actions, then customize them to match your business needs.
This makes it easier to:
Set up AI Agents faster
Keep agent behavior clear and consistent
Reduce errors caused by unclear or incomplete prompts
Prompt templates are especially useful if you’re new to writing prompts, but they can also save time for experienced users.
What are prompt templates?
Prompt templates are predefined prompts that you can insert into an AI Agent’s configuration fields. Each template follows a proven structure and best practices for common use cases, such as:
Defining boundaries and safety rules
Setting communication style and tone
Handling follow-ups and fallbacks
Assigning conversations or updating Lifecycle stages
Prompt templates are available in:
Instructions fields
Action fields (for example: Close conversation, Assignment, Lifecycle stages, Contact fields, and Comments)
Where to find prompt templates
You can access prompt templates when creating or editing an AI Agent:
Go to AI Agents
Create a new agent or open an existing one
In the Instructions or Actions section, click Add prompt templates
Each field has its own relevant set of templates.
How prompt templates work
Search and preview templates
In the prompt templates dropdown, you can:
Search templates by keyword (based on the template name and content)
See a short, two-line preview of each template
Add templates to your agent
When you select a template:
The full prompt is inserted into the selected field
The editor automatically scrolls to the newly added content
Templates are added to the end of the field, separated by a blank line for readability
You can:
Add the same template multiple times
Add multiple different templates in one field
Edit the template text after inserting it
Remove a template at any time if you no longer need it
Available prompt templates
Below is a list of the available prompt templates and what each one is for.
Instructions
Template name | What it helps you do |
|---|---|
General instructions template | Define AI Agent’s overall setup, such as who it’s for, how it should speak, what steps to follow, how to handle follow-ups, and where its boundaries are. |
Communication style | Define how the agent should sound (tone, length, emojis, readability, and formatting rules). |
Geographical location | Limit or guide responses about physical branches/locations to a predefined list. |
Business hours | Define business hours and what the agent should say when users message outside those hours. |
Collect information | Collect contact details one field at a time and save each before asking the next. |
Check missing information | Ask for contact details only if specific contact fields are missing/null/undefined. |
Handoff | Hand off to a selected user after required info is collected and stored. |
Fallback and error handling | Escalate to a selected user when intent is unclear, info is missing, or unexpected inputs occur. |
Follow up handling | Send follow-up messages after inactivity, then close the conversation if still unresponsive. |
Spam handling | Detect spam/promotional behavior and close the conversation as spam with an appropriate closing note. |
Boundaries | Set strict rules to prevent hallucinations, avoid sensitive info, and escalate when uncertain. |
Actions
Action type | Template name | What it helps you do |
|---|---|---|
Close conversation | Close after handover | Close the conversation after it’s handed over to the next person/team, with a brief summary and closing note. |
Close conversation | Close after follow up | Close the conversation when the contact remains unresponsive after follow-ups, with a brief summary and closing note. |
Close conversation | Close when resolved | Close the conversation when the issue is resolved or the contact indicates they’re done (e.g., “thank you”). |
Assignment | General assignment | Assign to a selected user when the contact wants a demo, to talk to someone, or to explore next steps. |
Assignment | Fallback and error handling | Assign to a selected user when the knowledge source doesn’t return relevant information. |
Assignment | Human agent requested | Assign to a selected user when the contact asks to speak to a human. |
Assignment | Round robin assignment | Assign to a team by round robin after two clarification questions don’t identify the topic/team. |
Assignment | Assign to least open conversations | Assign to anyone by least open conversations after two clarification questions don’t identify the topic/team. |
Lifecycle stages | Update lifecycle stage | Update the contact’s lifecycle stage when they express interest and have been successfully routed. |
Lifecycle stages | Contact not interested | Move the contact to a defined “lost” stage when they’re not interested. |
Lifecycle stages | Contact ready to buy | Move the contact to a defined “payment” stage when they express intent to buy. |
Contact fields | General field update | Update relevant contact fields when new info is provided or existing info changes. |
Contact fields | Specific field update | Update a specific contact field when the contact shares that information. |
Add comment | Handoff comment | Add an internal comment summarizing the conversation and the next action when handing over. |
Add comment | Escalation comment | Add an internal comment summarizing the issue, what’s been tried, and why it’s being escalated. |
Each template is inserted into the selected field and can be edited after adding it.
Best practices
Start with a template, then customize it: Templates are meant to be edited. Adjust wording, tone, and variables to fit your specific needs.
Combine templates thoughtfully: You can stack multiple templates, but keep prompts clear, logical and consistent.
Review boundaries carefully: Boundary templates help prevent hallucinations and unsafe responses. Customize them further to ensure they stay in sync with your internal policies.
Test your agent after changes: Always test conversations to ensure the agent behaves as expected.
FAQ and Troubleshooting
Can I edit prompt templates?
Yes. Once a template is added, you can freely edit the text.
Can I use prompt templates more than once?
Yes. You can add the same template multiple times or combine multiple templates in the same field.
Does adding a template replace the whole field?
No. When you select a template, it’s added to the end of the current field. If there’s existing content, the template will be inserted below it. You can then edit or remove any part of the content as needed.
