Flow Templates

Flow templates are complete, pre-built conversation flows that you can add to your bot with a single click. Instead of starting with an empty canvas, choose a template that matches your use case and customize it.

Opening the Templates Panel

Access templates from the flow builder:

• Click the Templates button in the left panel toolbar.
• Press T on your keyboard to toggle the templates panel.
• When creating a new bot, the builder offers a "Start from Template" option.

The panel opens on the left side of the canvas with search and category filters.

imageTemplates panel on the left side of the flow builder showing search bar, category filter chips, and template cards with name, description, and Use Template button

The Templates Panel with search and category filters

Browsing and Searching

• Search bar: Type keywords to filter by name, description, or tags. For example, searching "FAQ" shows all templates with FAQ functionality.
• Category chips: Click a category to filter. Click again to clear. Available categories:

Category	Description
Support	Customer support and FAQ bots with knowledge base integration and agent handoff
Sales	Lead qualification, product inquiry, and sales pipeline bots
Onboarding	New customer onboarding and guided setup flows
Survey	Feedback collection, NPS surveys, and satisfaction tracking
General	Simple greeting bots and starter templates
Self-Service	Authenticated self-service with account lookup, payments, and tools

Built-In Templates

Template	Mode	Key Nodes	Requirements
FAQ Bot	Hybrid	Start, Send Message, LLM Response (RAG), Condition, Handoff, End	AI model, Knowledge Base
Lead Qualification	Pure Flow	Start, Collect Input (x3), Condition, Email, End	Email integration
Customer Onboarding	Hybrid	Start, Send Message, LLM Response, Condition, Handoff, End	AI model
NPS Survey	Pure Flow	Start, Collect Input (score), Condition (3-way), API Call, End	Survey API endpoint
Simple Greeting	Hybrid	Start, Send Message, LLM Response (loop)	AI model
Self-Service	Hybrid	Start, LLM Response (9 tools), Authenticate, Handoff, End	AI model, SSO, account APIs

FAQ Bot

Greets the user, processes questions through an LLM with RAG enabled, and checks whether to escalate. If the user needs a human, it transfers to a live agent via Handoff. Otherwise, it loops back for the next question.

Lead Qualification

Walks visitors through structured questions -- company name, team size, and budget range. A Condition node qualifies high-value leads and routes them to a personalized response. All leads trigger an email notification to the sales team.

Customer Onboarding

Offers quick-reply options for common setup tasks (profile, data import, product tour) and uses an LLM to provide step-by-step guidance. Users who need extra help are routed to a human agent.

NPS Survey Bot

Asks for a 0-10 rating, branches into three paths based on the score (promoter 9-10, passive 7-8, detractor 0-6), asks a tailored follow-up question, and submits results to your survey API.

Simple Greeting Bot

The simplest template -- greets the user and loops through an LLM for open-ended conversation. Use as a starting point and add complexity as needed.

Self-Service Bot

The most advanced template. An LLM-driven bot with agentic tools for account lookup, balance checks, transaction history, payments, and contact updates. The LLM decides when to authenticate the user, call tools, or escalate to an agent.

Applying a Template

1. Find the template and click Use Template.
2. The template's nodes, edges, variables, and settings are copied onto your canvas.
3. A confirmation prompt appears if your canvas already has nodes.

To preview before applying, click Preview on the template card. The dialog shows the description, execution mode, node count, variable count, and a list of all nodes.

WARNING

Applying a template replaces your current flow. If you have unsaved work, save first or use Ctrl+Z to undo immediately after applying.

Customizing After Applying

Templates are copied into your flow -- they are not linked. After applying:

1. Update system prompts: Match your brand voice, product names, and instructions.
2. Configure integrations: Select your AI model, CCaaS platform, and other integrations in each node.
3. Edit messages: Update greetings, quick reply labels, and end messages.
4. Adjust variables: Rename generic variables to match your domain terminology.
5. Add or remove nodes: Insert nodes for your use case or remove inapplicable steps.
6. Connect a Knowledge Base: For RAG templates, select your KB in the LLM Response or KB Search node.

TIP

After customizing, run through the conversation simulator with several scenarios to verify all paths work before deploying.

Saving Custom Templates

Save any flow as a reusable template:

1. Build and test your flow.
2. Click Save as Template in the toolbar.
3. Provide a name, description, and category.
4. The template appears in the Templates Panel for all users in your tenant.

WARNING

Custom templates are scoped to your tenant. They are not shared across tenants unless a platform administrator promotes them to the global template library.