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Workflow Templates

Templates are ready-made Voice Workflows you can load onto the canvas and adapt to your business. Each one is a complete, validated starting point — a greeting, a few branching phases, and (where useful) an API Request node and a global for objections or escalation. You edit the prompts, variables, and any URLs, then publish.
Voice Workflows are in alpha. Open them in Agent Studio → the left sidebar → Workflow.

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Loading a template

In the builder toolbar, click Templates and pick one. The template loads onto the canvas and auto-lays-out as a clean top-down tree — input handles on top, output handles on the bottom — ready to customize.
1

Open Templates

Click Templates in the builder toolbar.
2

Pick a starting point

Choose Lead Qualification, Appointment Booking, Support Triage, or Blank. The graph appears on the canvas, already arranged top-down with the Start node marked.
3

Customize it

Use the Inspector to edit each node’s prompt, its extract / require variables, and the edge conditions. Open the Variables panel to rename or retype the declared variables, and the Settings tab to adjust the Global Prompt and Director.
4

Point the API at your service

For templates that include an API Request node, click Configure API and replace the placeholder Base URL and endpoint with your own. See the API Request page.
5

Validate, publish, test

Run Validate, fix any errors in the Issues tab, then Publish and Test call. See Publishing & Going Live.
Templates are a starting point, not a finished workflow — replace the placeholder API base URLs and tune every prompt for your business before you go live.

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The starter templates

Lead Qualification

Greet the caller, ask for consent to continue, qualify them against your criteria, then branch to either book a call or move them to nurture. Includes an objection-handling global that triggers when the caller pushes back, handles the concern, and returns them to where they were.

Appointment Booking

Collect name, phone, and a preferred date, then check availability with an API Request. A Condition branches on the result to confirm the slot or offer an alternative, then ends the call.

Support Triage

Identify the caller’s intent, then branch to the right resolution path or transfer to a human. Includes an escalation global that hands the call to a person when the caller is frustrated or explicitly asks for one.

Blank

A minimal greet → end starting point. Use this when you want to design a flow from scratch without removing pre-built nodes.

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What’s inside each one

TemplateFlowNotable pieces
Lead Qualificationgreet → consent → qualify → branch → book / nurtureObjection-handling global node
Appointment Bookingcollect name / phone / date → check availability → confirm / offer alternative → endAPI Request node + a Condition that branches on the result
Support Triageidentify intent → resolve or transfer → endEscalation global node + a Transfer node
Blankgreet → endMinimal scaffold to build on

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Appointment Booking — the API in detail

The Appointment Booking template wires up a real availability check so you can see how an API Request node feeds a branch:
  • A Check Slot Availability API Request node calls GET /availability with the {{preferred_date}} variable collected earlier in the flow.
  • It maps the response field available into the boolean variable {{slot_available}}.
  • The next Condition node branches on {{slot_available}} == true — confirm the slot if the equation is true, or offer an alternative date if not.
Replace the placeholder Base URL with your scheduling service’s HTTPS endpoint (localhost and private IPs are blocked), and adjust the endpoint name, path, and the response → variable mapping to match your API.

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After you load a template

A loaded template is just a draft on the canvas — nothing runs live until you publish it.
  • Edit the prompts. Every node’s prompt is placeholder copy. Rewrite it for your product, and tune the shared Global Prompt in the Settings tab for personality and rules that apply across the whole call.
  • Check the variables. Open the Variables panel to confirm the declared variable types (string, integer, number, boolean) and any enums fit your data.
  • Review the edges. Click each edge to open the condition editor and confirm the transitions — Unconditional, Prompt, or Equation — say what you mean.
  • Validate before publishing. Run Validate; the Issues tab lists errors (which block publishing) and warnings (which don’t). Then head to Publishing & Going Live.
A published Voice Workflow runs the workflow’s own Global Prompt + node prompts — not the agent’s Behavior-panel prompt. Tune the prompts inside the builder, not on the agent’s Behavior panel.