---
description: Learn how prompt templates help you create consistent, reliable AI Agents faster. Use ready-made, best-practice prompts in AI Agent Instructions and Actions, then customize them to guide conversations, set boundaries, and handle handoffs, follow-ups, and errors with ease.
title: Using Prompt Templates
image: https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F3f43c48b21b24f4e8b02b100c0c8fab0
---

[New🌍 WhatsApp API Calling is now available globally! Start making calls with respond.io today. Learn more![arrow-icon](https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2Fe43213a7a9314673bd8d2060c25f9b87)](/whatsapp-business-calling-api)

Help me with... ⌘ 

1. [All Collections >](/help)
2. [ Product >](/help/product)
3. [ AI Agents >](/help/ai-agents)
4. Using Prompt Templates

# Using Prompt Templates

![Avatar](https://assets2-proxy.respond.io/ph8r57dk1q9w/2Y6LIr15mC1nj8MgftMVT5/6ffeea71593277f0fc29dafd1c1de9b9/Serene_Avatar.svg)

Shing-Yi Tan

· 06 Jan 2026

3 min read

## 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

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/7phephNYqMt8SYWXbKIDqP/bbd679e413bb4bf3b387f6120908b9ef/prompt_templates-dropdown.png?fm=jpg&q=80&w=1200&fl=progressive)

You can access prompt templates when creating or editing an AI Agent:

1. Go to **AI Agents**
2. Create a new agent or open an existing one
3. 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
![](https://assets2-proxy.respond.io/ph8r57dk1q9w/2J9GANH0SvJD5lePTxFcxy/e30b4c3d46a892ae7ec58515c0bfce53/prompt_templates-example.png?fm=jpg&q=80&w=1200&fl=progressive)

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.

Share this article

[![Telegram](https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F44daca77a4844f0c8fd29040ddeba057?width=22)](https://api.whatsapp.com/send?text=https://respond.io/help/ai-agents/using-prompt-templates)[![Facebook](https://assets1-proxy.respond.io/api/v1/image/assets/11f7a662b80a4675973850b067c01fa5/fff57eeb01160bc604392f519b4f3461ca16f0fa1b6a587b20b142cdf1ad0ba7?placeholderIfAbsent=true&width=22)](https://www.facebook.com/sharer/sharer.php?u=https://respond.io/help/ai-agents/using-prompt-templates)[![Linkedin](https://assets1-proxy.respond.io/api/v1/image/assets/11f7a662b80a4675973850b067c01fa5/7aaf8d87b5410844d83e06a4ed663e4f551b8c5ef51dbb20a8ff064a1eed9a0f?placeholderIfAbsent=true&width=22)](https://www.linkedin.com/sharing/share-offsite/?url=https://respond.io/help/ai-agents/using-prompt-templates)[![Twitter](https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F4e03e02422a94e8eab9b8b41457c2371?width=22)](http://twitter.com/share?url=https://respond.io/help/ai-agents/using-prompt-templates)

## 

Related articles 👩‍💻

* [Managing AI Knowledge SourcesLearn how to add, manage, and optimize knowledge sources so your AI can deliver more accurate, reliable, and context-rich answers. ](/help/ai-agents/managing-ai-knowledge-sources)
* [How to Test AI AgentsLearn how to safely test your AI Agent before publishing by simulating conversations and previewing actions without affecting real customers. ](/help/ai-agents/how-to-test-ai-agents)
* [Using AI Agent ActionsLearn to use AI Agent actions effectively and keep every conversation organized and on track. ](/help/ai-agents/using-ai-agent-actions)
* [How to Write Effective AI Agent PromptsLearn how to write effective AI Agent prompts with best practices, tips, and practical examples. ](/help/ai-agents/how-to-write-effective-ai-agent-prompts)
* [Getting Started with AI AgentsLearn how to set up an AI Agent with templates to get started fast. ](/help/ai-agents/getting-started-with-ai-agents)

Can't find what you're looking for? 🔎

[Contact Support](/contact-us)

2026-01-09T14:23:52.298Z

help

```json
{"@context":"https://schema.org","@graph":[{"@context":"https://schema.org","@type":"TechArticle","articleBody":"Learn how prompt templates help you create consistent, reliable AI Agents faster. Use ready-made, best-practice prompts in AI Agent Instructions and Actions, then customize them to guide conversations, set boundaries, and handle handoffs, follow-ups, and errors with ease.","author":{"@type":"Person","image":"https://assets2-proxy.respond.io/ph8r57dk1q9w/2Y6LIr15mC1nj8MgftMVT5/6ffeea71593277f0fc29dafd1c1de9b9/Serene_Avatar.svg","name":"Shing-Yi Tan","url":"https://respond.io/author"},"dateCreated":"2026-01-06T00:00:00.000Z","dateModified":"2026-01-06T17:59:28.866Z","datePublished":"2026-01-06T00:00:00.000Z","headline":"Using Prompt Templates","mainEntityOfPage":"https://respond.io/help/ai-agents","publisher":{"@id":"https://respond.io/#organization"},"url":"https://respond.io/help/ai-agents/using-prompt-templates"},{"@context":"https://schema.org","@id":"https://respond.io/#breadcrumb","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Help","item":"https://respond.io/help"},{"@type":"ListItem","position":2,"name":"Product","item":"https://respond.io/help/product"},{"@type":"ListItem","position":3,"name":"AI Agents","item":"https://respond.io/help/ai-agents"},{"@type":"ListItem","position":4,"name":"Using Prompt Templates","item":"https://respond.io/help/ai-agents/using-prompt-templates"}]},{"@type":"Organization","@id":"https://respond.io/#organization","name":"Respond.io","alternateName":"respond.io","url":"https://respond.io/","image":["https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F3f43c48b21b24f4e8b02b100c0c8fab0"],"logo":"https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F4045649d540241d398c39ab07b2b62bb","description":"Respond.io is an AI-powered customer communication platform that helps businesses manage conversations, automate workflows and scale sales, marketing and support operations. Trusted by 10,000+ B2C brands, it unifies WhatsApp, TikTok, Instagram and Facebook in a single AI-powered team inbox for chats, calls and campaigns.","email":"success@respond.io","telephone":"+6011-54211197","foundingDate":"2017-02-17","address":{"@type":"PostalAddress","streetAddress":"Level 41, Permata Sapura Tower, Jalan Pinang","addressLocality":"Kuala Lumpur","addressRegion":"Federal Territory of Kuala Lumpur","postalCode":"50088","addressCountry":"MY"},"areaServed":"Worldwide","contactPoint":{"@type":"ContactPoint","contactType":"Customer Service","url":"https://respond.io/contact"},"sameAs":["https://respond.io/","https://www.facebook.com/getrespondio/","https://www.linkedin.com/company/respondio/","https://play.google.com/store/apps/details?id=com.respond.inbox.io","https://www.youtube.com/@respondio","https://twitter.com/respond_io","https://apps.apple.com/my/app/respond-io-inbox/id1667772955","https://www.g2.com/products/respond-io/reviews","https://www.producthunt.com/products/respond-io","https://zapier.com/apps/respondio/integrations","https://www.capterra.com/p/179311/Rocketbots/","https://www.crunchbase.com/organization/respondio","https://builtin.com/company/respondio","https://respond-io.en.softonic.com/web-apps","https://my.jobstreet.com/companies/respondio-168558101085004","https://brandfetch.com/respond.io","https://webcatalog.io/en/apps/respond-io"],"knowsAbout":["WhatsApp API","WhatsApp Business API","WhatsApp CRM","WhatsApp automation","omnichannel communication platform","WhatsApp Business Multiple Users","WhatsApp BSP","WhatsApp Business Solution Provider","WhatsApp automation tool","WhatsApp team inbox","WhatsApp AI agent","WhatsApp Business AI chatbot","WhatsApp marketing software","conversational sales platform","WhatsApp appointment booking"]},{"@type":"SoftwareApplication","name":"Respond.io","url":"https://respond.io/","applicationCategory":"BusinessApplication, CommunicationApplication","operatingSystem":"Web, iOS, Android","description":"Respond.io is an AI-powered customer communication platform that helps businesses manage conversations, automate workflows and scale sales, marketing and support operations. Trusted by 10,000+ B2C brands, it unifies WhatsApp, TikTok, Instagram and Facebook in a single AI-powered team inbox for chats, calls and campaigns.","aggregateRating":{"@type":"AggregateRating","ratingValue":"4.8","ratingCount":"398","bestRating":"5"},"offers":[{"@type":"Offer","name":"Starter","price":"79.00","priceCurrency":"USD","url":"https://respond.io/pricing/"},{"@type":"Offer","name":"Growth","price":"159.00","priceCurrency":"USD","url":"https://respond.io/pricing/"},{"@type":"Offer","name":"Advanced","price":"279.00","priceCurrency":"USD","url":"https://respond.io/pricing/"}],"softwareHelp":{"@type":"CreativeWork","url":"https://respond.io/help/"}},{"@type":"WebPage","@id":"https://respond.io/#webpage","url":"https://respond.io/","name":"Respond.io | #1 AI-Powered Customer Conversation Management Software","description":"Respond.io is an AI-powered customer communication platform that helps businesses manage conversations, automate workflows and scale sales, marketing and support operations. Trusted by 10,000+ B2C brands, it unifies WhatsApp, TikTok, Instagram and Facebook in a single AI-powered team inbox for chats, calls and campaigns.","isPartOf":{"@id":"https://respond.io/#website"},"primaryImageOfPage":{"@type":"ImageObject","url":"https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F3f43c48b21b24f4e8b02b100c0c8fab0"},"breadcrumb":{"@id":"https://respond.io/#breadcrumb"}},{"@type":"WebSite","@id":"https://respond.io/#website","name":"Respond.io","url":"https://respond.io/","potentialAction":{"@type":"SearchAction","query-input":"required name=search_term_string","target":"https://respond.io/search?query={search_term_string}"},"publisher":{"@type":"Organization","@id":"https://respond.io/#organization","url":"https://respond.io/","name":"Respond.io"}}]}
```
