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Starting from an empty configuration is slow and it’s easy to forget the questions that matter. Industry templates pre-fill your caller-type setup with the qualification a business like yours actually needs, which you then edit. Pick one when you first configure your agent, under Start from a template.

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Available templates

Nothing close? Use General Service Business and build from there. It’s deliberately minimal rather than wrong.

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What a template actually does

It fills in the questions your agent asks a potential customer — the same fields you’d otherwise set by hand under caller types. You review and edit them, then save through the normal flow. The questions are written for voice: short, one ask at a time, conversational. A question that reads fine on a form (“Please describe the nature of your enquiry”) is unusable out loud, and the templates avoid that.
A template is a starting point, not a finished agent. It doesn’t know your prices, your hours, your service area, or the jobs you refuse. Those still come from your business profile and knowledge base.

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Emergency triage

Several templates include triage questions that double as safety guidance — the electrical pack asks about sparks and burning smells, plumbing asks about active flooding, roofing about active leaks.
Triage questions help the agent recognize an emergency. They don’t route it. Pair them with transfer rules so genuine emergencies reach a person, and test that path with a real call before you rely on it.

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Editing after you apply one

Apply the template, then cut it down. The instinct to keep every question is the wrong one — each extra question is another chance for the caller to give up.

Keep

Anything that changes how you’d dispatch the job: access, urgency, size, whether it’s drivable.

Cut

Anything nobody reads afterwards, and anything you’d naturally ask on site.

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Switching templates later

Applying a new template overwrites the qualification setup with that template’s questions. If you’ve customized heavily, note your changes first — or edit the existing configuration rather than starting over. Changing templates doesn’t touch your knowledge base, business profile, transfer rules, or call history.