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Agent templates let eligible resellers turn a proven Agent configuration into a repeatable customer starting point. Use a template when many downstream customers share the same workflow and only a defined set of values should change during onboarding.

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What belongs in a template

A useful template can combine:
  • the Agent’s base instructions and workflow
  • approved model, voice, language, functions, and apps
  • reporting fields and escalation behavior
  • onboarding questions for customer-specific values
  • integration requirements and defaults
Do not put customer credentials, copied customer records, or one customer’s private instructions in a reusable template.

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Build and test a template

  1. Create a new disabled template and give it a clear internal name.
  2. Configure it with the same Agent editor concepts used for an individual Agent.
  3. Define only the onboarding fields customers or your team must provide.
  4. Test the template on a designated Agent or customer organization.
  5. Verify the resulting prepared and live Agent configurations.
  6. Run representative channel and integration tests.
  7. Enable the template only after the complete onboarding path passes.
Website-based suggestions can accelerate a first draft, but they are not approved customer facts. Review every suggested instruction and value.

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Control onboarding visibility

An enabled template can be available for customer creation. Its onboarding visibility determines whether it appears as a selectable option in supported flows. Keep experimental or internal templates hidden until they are ready for customer use.

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Update a template carefully

A template revision does not make every existing customer identical. Before migrating changes:
  • identify which sections should change
  • preserve approved customer overrides
  • run a dry run when using the API migration workflow
  • review the affected Agents
  • test representative customers after migration
Detach an Agent only when it should keep its current configuration and become independently managed. Disable a template before deleting it, and confirm it is no longer needed for onboarding.
Managing templates programmatically? See Reseller Agent templates.