Agent Templates

Templates are pre-configured agent blueprints for common business use cases. Instead of building from scratch, start with a template and customize it for your needs. thinnestAI provides 30 templates across 8 industries. Each template includes optimized system prompts, recommended tools, and pre-configured voice settings that showcase our 44+ voice features.

Using Templates

From the Dashboard

Click + New Agent to open the Create Agent modal.
Browse templates organized by industry:
- Financial Services — Banking, payments, compliance, claims
- E-Commerce & Retail — Order tracking, returns, product discovery
- Telecom — Self-service, call routing, visual portals
- Healthcare — Appointments, patient intake, billing
- Sales & Outbound — Outbound sales, campaigns, lead qualification
- Real Estate — Property showings, buyer engagement
- Hospitality — Hotels, restaurants, concierge services
- Enterprise — IT helpdesk, QA monitoring, operations
Click a template to preview its configuration.
Click Use Template to create an agent from it.
Customize the name, instructions, and tools for your specific business.

Template Contents

Each template includes:

Component	Description
Name	Descriptive agent name
Instructions	Pre-written system prompt optimized for the use case
Voice Instructions	Separate prompt for voice call behavior
Model	Recommended AI model
Tools	Pre-selected tools relevant to the use case
Voice Config	Pre-configured voice tools and features

Available Templates

Financial Services

Template	Description	Voice Features
Collections & Payment Reminders	Outbound payment reminder agent	End call, voicemail drop, SMS
Account Balance & Transactions	Account inquiry and transaction support	Caller auth, DTMF, hold
Card & Loan Servicing	Card management and loan support	Caller auth, payment processing
Financial Customer Support	Full-service banking voice agent	DTMF menu, caller auth, sentiment escalation, survey, hold
Secure Policy Conversations	Compliance-heavy policy discussions	Guardrails, caller auth, recording
High-Security Banking	Voiceprint + PIN dual auth with voice approvals	Voice biometrics, voice approvals (HITL), conference calling, guardrails
Insurance Claims Agent	Claims intake with document upload	Voice approvals, visual IVR, compliance, pronunciation dict

E-Commerce & Retail

Template	Description	Voice Features
Order Tracking & Delivery	Order status and delivery updates	SMS mid-call, post-call follow-up
Returns & Refund Processing	Return requests and refund handling	Caller auth, call summary
Product Discovery Assistant	Product recommendations	Backchanneling, dynamic pace
Cart Abandonment Recovery	Outbound cart recovery calls	Voicemail drop, SMS, batch dialer
Multilingual Support Agent	Multi-language customer support	Multilingual auto-switch, backchanneling

Telecom

Template	Description	Voice Features
Telecom Self-Service	Account management and payments	DTMF menu, payment processing
Intelligent Call Routing	Smart routing based on intent	Call whisper, keywords, transfers
Outage & Service Notifications	Proactive outage alerts	Batch outbound, SMS, voicemail
Telecom Knowledge Assistant	Technical support with knowledge base	Guardrails, knowledge gap detection
Internal Service Desk	Employee IT/HR support	Hold, transfers, call summary
Visual Self-Service Portal	Visual menus sent to caller’s phone	Visual IVR, call queue, barge-in, payment processing

Healthcare

Template	Description	Voice Features
Appointment Scheduling	Medical appointment booking	Appointment booking, SMS
Patient Intake & Triage	Pre-visit information collection	Keywords, caller auth
Post-Visit Follow-Ups	Outbound follow-up calls	Voicemail drop, post-call survey
Billing & Insurance Support	Billing questions and payments	Payment processing, caller auth
Documentation Workflows	Clinical documentation support	Recording, compliance, call summary

Sales & Outbound

Template	Description	Voice Features
Outbound Sales Dialer	High-volume outbound sales	DNC list, predictive dialer, conversion tracking, CRM sync, speed-to-lead, greeting A/B testing
Campaign Outreach Coordinator	Event invitations and re-engagement	DNC list, batch dialing, conversion tracking, post-call survey, voicemail drop

Real Estate

Template	Description	Voice Features
Real Estate Showing Agent	Property showings and buyer engagement	Visual IVR, conversational memory, appointment booking, greeting variants

Hospitality

Template	Description	Voice Features
Premium Concierge Service	Luxury hotel concierge	Voice biometrics, emotion-aware TTS, real-time translation, conversational memory, pronunciation dict, holiday calendar
Restaurant Reservation Agent	Restaurant booking and guest management	Voice cloning, multilingual, holiday calendar, greeting variants, emotion-aware TTS, conversational memory

Enterprise

Template	Description	Voice Features
Call Center QA Monitor	Quality assurance and monitoring	Call scoring/QA, live monitoring, webhook events, knowledge gap detection, CRM sync
Enterprise IT Helpdesk	Internal IT support with ticketing	MCP server integration, conference calling, voice approvals, pronunciation dict, barge-in

Voice Feature Coverage

The 30 templates collectively showcase all 44+ voice features. Here are features introduced by the newer templates:

Voice Feature	Template
Voice Biometrics	Premium Concierge, High-Security Banking
Voice Approvals (HITL)	High-Security Banking, Enterprise IT Helpdesk, Insurance Claims
Conference Calling	High-Security Banking, Enterprise IT Helpdesk
Visual IVR	Visual Self-Service Portal, Real Estate Showing, Insurance Claims
MCP Server Integration	Enterprise IT Helpdesk
Call Queue	Visual Self-Service Portal
Call Scoring / QA	Call Center QA Monitor
Live Call Monitoring	Call Center QA Monitor
Webhook Events	Call Center QA Monitor
Do-Not-Call List	Outbound Sales Dialer, Campaign Outreach
Conversion Tracking	Outbound Sales Dialer, Campaign Outreach
CRM Auto-Sync	Outbound Sales Dialer, Call Center QA Monitor
Speed-to-Lead	Outbound Sales Dialer
Predictive Dialer	Outbound Sales Dialer, Campaign Outreach
Greeting Variants (A/B)	Outbound Sales Dialer, Real Estate Showing, Restaurant Reservation, Campaign Outreach
Conversational Memory	Premium Concierge, Real Estate Showing, Restaurant Reservation
Holiday Calendar	Premium Concierge, Restaurant Reservation
Pronunciation Dictionary	Premium Concierge, Enterprise IT Helpdesk, Insurance Claims
Barge-In Phrases	Visual Self-Service Portal, Enterprise IT Helpdesk
Voice Cloning	Restaurant Reservation
Emotion-Aware TTS	Premium Concierge, Restaurant Reservation
Real-Time Translation	Premium Concierge

See Voice Tools for detailed documentation on each feature.

Customizing Templates

After creating an agent from a template:

Edit the system prompt — Customize with your company name, products, and policies.
Add knowledge — Upload your FAQs, product docs, and training materials.
Configure tools — Add API keys and connect to your specific services.
Set up voice — Choose a voice that matches your brand.
Test — Run test conversations to verify behavior.

Example: Customizing the Support Template

  Template prompt:
  "You are a customer support agent for [Company Name]."

  Customized:
+ "You are a customer support agent for Acme Corp.
+  Our products include the Widget Pro ($49.99) and
+  Widget Enterprise ($199.99). Our return policy is
+  30 days with original receipt."

Creating Custom Templates

If you’ve built an agent configuration that you want to reuse:

Go to your agent’s settings.
Click Save as Template.
Give it a name, description, and category.
The template is saved to your account for reuse.

Custom templates are private to your organization unless published.

Campaign Templates

Campaigns also have templates for common outbound scenarios:

Template	Description
Event Invitation	Invite contacts to an event with RSVP handling
Appointment Reminder	Remind contacts about upcoming appointments
Survey Campaign	Conduct phone surveys with structured questions
Re-engagement	Reach out to inactive customers

Best Practices

Start with a template, don’t start from scratch — Templates embody best practices for each use case.
Test before deploying — Always run test conversations to verify the template works for your business.
Add your knowledge base — Templates provide the structure; your knowledge provides the substance.
Iterate on the prompt — The template prompt is a starting point. Refine it based on real conversations.
Save successful configurations — When you’ve dialed in a great agent, save it as a template for your team.

Introduction

Getting Started

Voice Agents

Agent Capabilities

Channels

Quality & Oversight

Platform

Agent Templates

Agent Templates

Using Templates

From the Dashboard

Template Contents

Available Templates

Financial Services

E-Commerce & Retail

Telecom

Healthcare

Sales & Outbound

Real Estate

Hospitality

Enterprise

Voice Feature Coverage

Customizing Templates

Example: Customizing the Support Template

Creating Custom Templates

Campaign Templates

Best Practices

​Agent Templates

​Using Templates

​From the Dashboard

​Template Contents

​Available Templates

​Financial Services

​E-Commerce & Retail

​Telecom

​Healthcare

​Sales & Outbound

​Real Estate

​Hospitality

​Enterprise

​Voice Feature Coverage

​Customizing Templates

​Example: Customizing the Support Template

​Creating Custom Templates

​Campaign Templates

​Best Practices

Agent Templates

Using Templates

From the Dashboard

Template Contents

Available Templates

Financial Services

E-Commerce & Retail

Telecom

Healthcare

Sales & Outbound

Real Estate

Hospitality

Enterprise

Voice Feature Coverage

Customizing Templates

Example: Customizing the Support Template

Creating Custom Templates

Campaign Templates

Best Practices