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# Templates

> Five ready-made flows — reminder, support triage, survey, lead qualification, payment reminder — what each one contains, and how to make one yours.

A template is a complete, publishable flow you copy instead of starting from an empty canvas: agents with written prompts, transitions between them, an End Call on the right agents, and a working provider set. Copying one is the fastest way to see what a well-structured flow looks like, and most production flows start as a template with the prompts rewritten for the business.

## The templates

| Template                         | Direction | Agents                           | What it does                                                                                                    |
| -------------------------------- | --------- | -------------------------------- | --------------------------------------------------------------------------------------------------------------- |
| **Appointment Reminder**         | outbound  | reminder → reschedule            | Reminds a contact about an upcoming appointment, confirms attendance, and captures reschedule requests          |
| **Customer Support Triage**      | inbound   | triage → billing / technical     | Answers support calls, triages between billing and technical issues, and captures a callback ticket when needed |
| **Customer Satisfaction Survey** | outbound  | survey                           | Short NPS-style survey: a 0–10 score, one open-ended reason, and a polite close                                 |
| **Lead Qualification**           | outbound  | opener → qualification → booking | Qualifies interest, captures needs and timeline, and books a follow-up with a human rep                         |
| **Payment Reminder**             | outbound  | payment                          | Polite reminder about an overdue invoice that captures a payment commitment or a dispute for human follow-up    |

All five ship with the same baseline providers — Deepgram `nova-3-general`, OpenAI `gpt-4o-mini`, ElevenLabs `eleven_v4_turbo` — so they're comparable, and so the first thing you change is the prompts, not the plumbing. You choose the voice when you create the flow.

The outbound templates lean on `{{contact.*}}` variables — the contact's name, the appointment, the invoice — so they only make sense on calls with a contact attached: campaigns, schedules, or `POST /calls` with a `contactId`. [Write prompts](/build/write-prompts#dynamic-prompts) explains the variables.

## Using one

#### Create a flow from the template

**Voice agents → New agent**, pick the template (or **Blank agent**), name it. The template is copied into a new draft — nodes, transitions, prompts, providers. Nothing links back; it's yours.

From the API: [`POST /flows/from-template/{templateSlug}`](/api-reference/flow-templates/instantiate-template) with the slug from [`GET /flow-templates`](/api-reference/flow-templates/list-system-templates) (`appointment-reminder`, `customer-support`, `customer-survey`, `lead-qualification`, `payment-reminder`).

#### Rewrite the System Prompt

It carries a placeholder persona. Put your business, tone and hard limits in.

#### Walk each agent's prompt

Keep the structure — goal, what to collect, when to move on, when to end — and replace the specifics.

#### Add your functions

The templates capture information in conversation; to *act* on it (check a calendar, create a ticket), attach an [HTTP Request](/build/call-your-backend).

#### Test, then publish

Flow Tester first, then a real call to your own phone.

## Next

#### [Design a conversation](/build/design-a-conversation)

Why the templates are shaped the way they are.

#### [Campaigns](/calls/campaigns)

Run the outbound templates against a contact list.