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What Are Prompt Templates

The Prompt Template Gallery provides pre-built prompts for common agent use cases. Instead of writing from scratch, browse the gallery, preview a template, and apply it to your agent in one click.
The gallery includes global templates plus any team-specific templates enabled for your account. In the dashboard, templates are read-only starting points: apply one to copy its content into the prompt editor, then customize the copied prompt for the agent.

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Why Use Templates

Faster Setup

Go from zero to a working agent in minutes instead of writing prompts from scratch

Proven Structure

Follow the same tested format as the built-in templates: Role, Objective, Response Format, Conversation Flow, and Escalation Triggers

Consistency

Ensure all agents across your account follow the same communication standards

Easy Onboarding

Create effective agents quickly without prompt engineering experience
You can open the template gallery from two places:
  1. From the prompt editor — Click Templates while editing an agent’s prompt
  2. From new-agent setup — Choose a template when creating an agent, then refine it in the Prompt tab

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Filter by Category

Use the category filters to narrow down templates:
CategoryTemplates For
Core TemplatesReceptionist, after-hours routing, FAQ support, lead qualification, appointment booking, feedback, outreach, and information gathering
IndustryReal estate, healthcare, home services, mortgage, solar, car dealership, insurance, education, and hospitality templates
Professional ServicesLegal and financial-advisory templates
ServicesService-business templates

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Previewing a Template

Click any template card to open a full preview. The preview shows:
  • Template name and description — What use case it is designed for
  • Tags — Search and use-case labels for the template
  • Editable prompt text — The complete prompt in the same prompt editor used by agents
Read through the full prompt before applying. Understanding the template’s structure helps you customize it effectively for your specific needs.

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Template Structure

Built-in templates use the same core structure:
SectionPurpose
# RoleDefines who the agent is, who it represents, and the personality it should use
# ObjectiveStates the main outcome the agent should achieve
# Response FormatSets response length, question style, and voice-specific formatting rules
# Conversation FlowBreaks the call into phases with clear goals and branch behavior
# Escalation TriggersLists situations where the agent should transfer, create follow-up, or stop handling the request
Reference sectionsAdds use-case-specific guidance, such as common questions, objection handling, routing, or policies
Use this structure when you customize a template or write one from scratch. It matches the format used by the prompt templates seeded in the product.

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Applying a Template

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To a New Agent

When creating a new agent, choose a template in the create-agent flow or open the Prompt tab in the Agent Editor and click Templates. Select a template and the editor inserts it automatically.

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To an Existing Agent

1

Open the agent editor

Navigate to your agent and open Prompt
2

Click Templates

Opens the template gallery
3

Select a template

Preview and click Use Template
4

Edit the preview if needed

Adjust the template text before applying it
5

Fill in placeholders

Replace placeholder values like {{company_name}} and {{business_hours}} with your details, or provide them through Dynamic Context
6

Customize and save

Edit the template to match your specific requirements, then save
Applying a template does not create a permanent link. Future template changes do not update agents that already used it.

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Built-in Template Examples

Covers warm greeting, issue identification, troubleshooting flow, escalation rules, and closing. Includes placeholders for company name, support hours, and escalation contacts.
Structured around BANT (Budget, Authority, Need, Timeline) qualification. Includes consultative selling guidelines, objection handling notes, and next-step routing for qualified and unqualified leads.
Covers service selection, availability checking, information collection, confirmation, and cancellation/rescheduling policies. Designed to work with the Cal.com booking action.
NPS survey flow with score collection, follow-up questions based on score range, recovery workflow for detractors, and closing. Includes structured data extraction.
Value-first approach for outbound calls. Covers introduction, value proposition, interest gauging, objection handling, and next-step scheduling. Designed for non-pushy engagement.
Patient information collection, symptom gathering, appointment scheduling, and insurance verification flow. Includes HIPAA (Health Insurance Portability and Accountability Act)-aware language guidelines.

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Placeholder Syntax

Templates use double curly braces for values that should be filled in when the template is applied. Replace placeholder values directly in the prompt, or provide matching variables through Dynamic Context. 
# Role
You are {{agent_name}}, a {{agent_role}} for {{company_name}}. You are {{agent_tone}}.

# Objective
{{primary_goal}}

# Conversation Flow
Working hours are {{business_hours}}.

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Common Placeholders

PlaceholderDescription
{{company_name}}Organization or business name
{{agent_role}}Agent’s role description
{{business_hours}}Operating hours
{{primary_goal}}Main objective for the agent
{{escalation_contact}}Who to transfer to for escalation

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Best Practices

Templates provide structure. Add your company-specific details, tone adjustments, and edge-case handling on top.
Name placeholders clearly: {{cancellation_policy}} is better than {{policy1}}.
Keep templates focused. A customer support template and a sales template should be separate.
Apply templates to a test agent and run conversations to verify they work as expected before sharing with your team.

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Next Steps

Prompt Editor

Learn prompt writing best practices and editor features

Prompt Engineering Guide

Apply advanced prompting techniques

Template Syntax

Use runtime variables in your prompts

Create Your First Agent

Build an agent step by step