Flow Templates

Flow templates are pre-built conversation flows that you can add to your bot as a starting point. Instead of building from scratch, select a template and customize it for your business.

Using a Template

1. Open the Flow Builder for your bot.
2. Click the Templates button in the left panel (or press T).
3. Browse or search for a template.
4. Click Use Template to add it to your canvas.
5. Customize the nodes, prompts, and variables to match your needs.

TIP

Templates are copied into your flow -- they are not linked. After adding a template, you can modify it freely without affecting the original.

imageTemplates panel showing template cards for FAQ Bot, Customer Support, Lead Generation, and Appointment Booking with search bar and category filters

The template gallery in the flow builder

Built-In Templates

FAQ Bot

A simple question-and-answer bot powered by a knowledge base.

Property	Value
Nodes	Start, KB Search, LLM Response, Message
Requirements	One Knowledge Base with indexed documents
Best For	Documentation sites, help centers, product FAQs

How it works: The user's message is sent to the KB Search node, which retrieves relevant document chunks. The LLM Response node uses those chunks as context to generate an accurate answer. If no relevant documents are found, the bot replies with a configurable fallback message.

Customer Support

A multi-turn support bot with intent detection, knowledge base lookup, and live agent handoff.

Property	Value
Nodes	Start, LLM Response (classifier), Condition, KB Search, LLM Response (generator), Handoff, Message
Requirements	Knowledge Base, CCaaS integration for handoff
Best For	Contact centers, support teams, service desks

How it works: The first LLM node classifies the user's intent (billing, technical, general). A Condition node routes to the appropriate branch. Each branch queries the knowledge base for relevant context, then generates a response. If the user asks for a human or the bot cannot resolve the issue, it hands off to a live agent via the configured CCaaS platform.

Lead Generation

Collects contact information through a guided conversation and submits it to a CRM.

Property	Value
Nodes	Start, Message (greeting), Message (ask name), Set Variable, Message (ask email), Condition (validate email), API Call (CRM submit), Message (confirmation)
Requirements	CRM API endpoint configured as a Tool
Best For	Marketing pages, product demos, event registration

How it works: The bot guides the user through a series of questions, collecting name, email, company, and interest. Each answer is stored in a session variable. An email validation condition ensures valid input. Once all fields are collected, an API Call node submits the lead to your CRM.

Appointment Booking

Books appointments by checking availability and confirming a time slot.

Property	Value
Nodes	Start, LLM Response (greeting), API Call (check slots), Message (show available times), Set Variable (selected slot), API Call (book appointment), Message (confirmation)
Requirements	Scheduling API configured as a Tool
Best For	Healthcare, salons, professional services, demos

How it works: The bot asks the user for their preferred date, calls an external scheduling API to retrieve available slots, presents the options, and confirms the booking once the user selects a time.

Order Status Lookup

Lets customers check the status of an existing order.

Property	Value
Nodes	Start, Message (ask order number), Set Variable, API Call (lookup order), Condition (found?), Message (status details), Message (not found)
Requirements	Order management API configured as a Tool
Best For	E-commerce, logistics, subscription services

imageFlow builder canvas after applying the Customer Support template showing Start, LLM classifier, Condition, KB Search, and Handoff nodes connected

A template applied to the canvas

Saving Custom Templates

You can save any flow as a reusable template:

1. Build and test your flow.
2. Click Save as Template in the flow builder toolbar.
3. Provide a name, description, and category.
4. The template is now available to 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.

Template Best Practices

• Start simple: Begin with a template and add complexity incrementally.
• Customize prompts: Always update the LLM system prompts to reflect your brand voice and specific product knowledge.
• Test thoroughly: After customizing a template, run through the conversation simulator with multiple scenarios.
• Update variables: Rename generic variable names (like api_response) to domain-specific names (like order_status) for clarity.