Agent templates
The five ready-made agents you can start from, what each one sets up, and the questions it asks.
What you will achieve
You will create an agent that already has instructions, an opening line and (where it needs one) a form, instead of writing them yourself.
Step-by-step setup
- On the Agents page, choose Template. The Start from a template dialog opens.
- Pick a template from All templates. Templates with a form are marked Includes a form.
- Enter the Business name. It is what the agent calls your business when it speaks to callers.
- Change the Agent name and Language if you want.
- If the template asks a question, answer it. The Human Transfer template asks for the phone number to transfer to.
- Choose Create agent. The new agent opens, ready to test.
The templates
| Template | Direction | What it does | Form fields it creates |
|---|---|---|---|
| Appointment Booking | Inbound | Takes booking, reschedule and cancellation requests and records each one. | Name, Phone, Email, Request, Service, Preferred date, Preferred time, Current appointment, Notes |
| Lead Qualification | Outbound | Calls leads, asks the qualifying questions and records what it learns. | Name, Phone, Email, Company, What they need, Budget, Timeline, Decision maker |
| IVR Navigation | Outbound | Works through phone menus and waits out silence, then talks to the person who answers. | None |
| Human Transfer | Inbound | Greets the caller, finds out what they need, then transfers them to a person. | None |
| Medical Scheduling | Inbound | Takes patient scheduling, rescheduling and cancellation requests for a clinic. | Name, Phone, Date of birth, Request, Reason for visit, Preferred doctor or department, Preferred date, Preferred time, Current appointment |
Note. A template's instructions are written in English. If you pick another language, hearing, voice and model are set up for it and the agent speaks to callers in that language, but read the prompt afterwards and adjust it to your wording.
Configuration details
Everything a template sets is an ordinary setting you can change afterwards: the prompt, opening line, call features and form. A template does not connect a phone number or any app.
Testing
Open the new agent and use Talk to try the situation the template is for.
Expected result
The agent speaks as your business and follows the template's flow. Where a form is included, completed forms appear under Appointments.
Troubleshooting
- The agent says the wrong business name. Edit the Opening line and System prompt.
- The transfer does nothing in a test. Transfers bridge only on live Twilio calls. See Call features.
Related guides
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