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Templates: System & Custom

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What’s the Difference?

• System Templates = Proven recipes from a professional chef (ready to follow)
• Custom Templates = Your own recipes (created by you, exactly how you like)

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System Templates (ChatCrafterAI Built-In)

• Professional layout and flow
• Best practice conversation patterns
• Example components already configured
• All you need to get started

• General Assistant
• Customer Support Agent
• Sales Lead Generator
• E-Commerce Assistant
• Fitness Coach
• HR Support Agent
• And more…

1. Browse available system templates
2. Find one that matches your needs
3. Click “Use This Template”
4. System creates a copy for you
5. Customize your copy with your content
6. Save and use

• ✓ Save 60-80% of time vs building from scratch
• ✓ Proven conversation patterns that work
• ✓ Professional design
• ✓ Best practices built in
• ✓ Fast way to get your first agent live
• ✓ Good learning examples if you’re new

1. Find the “E-Commerce Assistant” system template
2. Click “Use This Template”
3. Add your product names and prices
4. Add your shipping policies
5. Save
6. Deploy to your website
7. Start helping customers immediately

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Custom Templates (You Create)

• Access to Rich Message Builder
• Clear idea of what you want
• 30 minutes to a few hours depending on complexity
• Patience for testing

• Your specialized sales qualification flow
• Your unique customer support process
• A niche industry agent (medical clinic scheduler, lawyer consultation, etc.)
• A multi-step process unique to your business
• Variations on system templates

1. Open Rich Message Builder
2. Start with blank canvas
3. Add components (Quick Replies, Forms, etc.)
4. Design flow logic (what happens when)
5. Test in Chatlab
6. Save as custom template
7. Reuse across multiple agents

• ✓ Full control—design exactly what you want
• ✓ Specialized—perfect for your unique needs
• ✓ Reusable—save and use across agents
• ✓ Shareable—can share with team members
• ✓ Iterative—improve over time based on customer feedback

1. Asks which doctor they want
2. Asks their insurance type
3. Shows available appointment times
4. Confirms appointment
5. Sends confirmation email

1. Create custom template from scratch
2. Design all 5 steps
3. Save as “Medical Clinic Scheduler”
4. Use it for all your clinic agents
5. Update it if your process changes

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Side-by-Side Comparison

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When to Use Each

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Use System Templates If:

• This is your first agent
• You want to get something live quickly
• Your needs match a standard use case
• You want to see how conversations should flow
• You’re learning how the builder works
• You have limited time

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Use Custom Templates If:

• Your needs are specialized or unique
• No system template matches exactly
• You want full control over every detail
• You have a specific business process to follow
• You’re comfortable with the Rich Message Builder
• You want to reuse a design across multiple agents

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System Templates in Detail

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What’s Included in Each System Template

• Pre-configured Quick Replies, Forms, Carousels, etc.
• Ready-to-see examples of how to use each component
• You can delete and replace with your own

• Working example of conversation flow
• Shows how components connect
• You can copy, modify, or rebuild

• Professional conversation structure
• Proper welcome/goodbye messages
• Good error handling

• What to customize first
• What information you need
• Estimated time to customize

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Popular System Templates Explained

• Use for: Any general-purpose agent
• Includes: Welcome, quick menu, contact form, help options
• Customize: Menu items, company info, contact details
• Time: 15-20 minutes

• Use for: Help desk, FAQ agents, customer questions
• Includes: Issue categories, ticket form, FAQ lookup
• Customize: Your issue types, your FAQs, escalation rules
• Time: 20-30 minutes

• Use for: Generate and qualify leads, demo requests
• Includes: Lead capture form, pricing options, scheduling
• Customize: Your products/services, pricing, qualifying questions
• Time: 25-40 minutes

• Use for: Online stores, product inquiry, order help
• Includes: Product carousel, order tracker, return form
• Customize: Your products, policies, integrations
• Time: 30-45 minutes

• Use for: Schedule consultations, classes, appointments
• Includes: Calendar picker, confirmation, reminders
• Customize: Your calendar, confirmation message, time slots
• Time: 15-25 minutes

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How to Use a System Template

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Step 1: Browse

1. Open Rich Message Builder
2. Look for “Browse System Templates” section
3. See cards showing each template
4. Read title, description, time estimate

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Step 2: Pick

1. Click on a template that matches your needs
2. Read more details
3. See the preview
4. Decide if it’s right for you

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Step 3: Use

1. Click “Use This Template” button
2. System creates a copy
3. Opens the copy in the builder
4. Your copy is now ready to customize

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Step 4: Customize Your Copy

• Edit the name: “Sales Lead Form” → “Tech Sales Lead Form”
• Delete components you don’t need
• Add your company info, products, questions, etc.
• Modify the flow logic
• Add your branding

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Step 5: Save

1. Click “Save Template”
2. Your customized version is saved
3. You now own this version
4. System template stays unchanged

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Creating Custom Templates from Scratch

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When You Might Do This:

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The Process:

1. Open Rich Message Builder
   • Click “New Template”
   • Choose “Start Blank” (not a system template)
2. Design in 4 Steps
   • Quick Start tab: Name it, set domain
   • Build tab: Add components
   • Logic tab: Design flow
   • Settings tab: Advanced config (optional)
3. Test
   • Use Chatlab to test
   • Click through every path
   • Fix any issues
4. Save
   • Click “Save Template”
   • It’s now a custom template
   • You can use it for multiple agents
5. Reuse
   • Create new agents using this template
   • Share with team members
   • Update as needed

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Best Practices

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For System Templates:

• ✓ Use them as starting points, not final products
• ✓ Copy and customize, don’t use as-is
• ✓ Study them to learn conversation design
• ✓ Check multiple templates before choosing
• ✓ Remember: It’s a copy, you can modify freely

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For Custom Templates:

• ✓ Start simple, add complexity gradually
• ✓ Test thoroughly before deploying
• ✓ Document what the template does
• ✓ Update based on how customers use it
• ✓ Share successful templates with your team
• ✓ Create variations for different use cases

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Real-World Workflow

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Example 1: Fast Path (System Template)

Need: Customer support agent for my store
Time: Want it live this week

1. Browse system templates
2. Find "Customer Support" template
3. Click "Use This Template"
4. Customize: Add my FAQs, my contact info, my policies
5. Test in Chatlab
6. Deploy
7. Done in 1-2 hours

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Example 2: Custom Path (Unique Need)

Need: Specific fitness assessment agent
Reason: No template matches exactly

1. Open Rich Message Builder
2. Start blank template
3. Build components:
   - Welcome message
   - Quick Replies: Choose fitness goal
   - Form: Collect fitness info
   - Show: Personalized recommendations
   - Calendar: Book first session
4. Design logic: Connect everything
5. Test multiple times
6. Save as "Fitness Assessment Agent"
7. Use for all fitness consultations
8. Done in 2-3 hours (first time)

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Example 3: Improvement Path (Copy → Customize → Save)

Need: Sales agent for our specific product

1. Browse templates
2. Find "Sales Lead" template (close to what we want)
3. Click "Use This Template"
4. Customize heavily:
   - Change questions to our sales process
   - Add our product information
   - Modify flow to match our funnel
   - Adjust messaging for our brand
5. Test extensively with team
6. Save customized version
7. Now have our own "Custom Sales Agent" template
8. Use for all sales conversations
9. Update when process changes
10. Done in 1-2 hours

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Sharing & Reusing Templates

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Share a Custom Template with Your Team:

1. Save template as public (in Settings tab)
2. Team members can see and copy it
3. Each person gets their own copy
4. Changes you make don’t affect their copies

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Reuse a Template Across Multiple Agents:

1. Create/save a template
2. When creating new agent: “Use Template”
3. Pick your saved template
4. Make bot-specific customizations
5. Create multiple agents from same template

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Getting Help

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If You’re New:

• Start with a system template
• See how professionals design conversations
• Understand the patterns
• Then try creating custom templates

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If You Want to Learn:

• Copy a system template
• Study its structure
• Modify small parts
• See how changes affect the flow
• Build confidence gradually

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If You Get Stuck:

• Test in Chatlab to see what’s happening
• Review the Logic tab to understand flow
• Look at system template examples
• Read the “How to Create Templates” guide

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Summary