Skip to main content

​
Overview

Custom Agent Templates let you pre-create a “ready-to-use” agent setup that your subaccounts can apply when creating new agents. Instead of configuring everything from scratch each time, you decide which settings are included in the template, pre-fill their values, and your users fill in only what’s needed. Use this section when you want:
  • Consistent agent behavior across multiple subaccounts.
  • Faster onboarding for new users.
  • A curated set of “approved” agent configurations.

Video: the empty page → Create Template → Select Fields to Include → Set Default Values → Pre Deployed and Template Status → the template in the list → the row menu.

​
Open Agent Templates

You’ll find it in the White Label Platform, under Content Management (open it here). The list shows each template’s Template Name (with its description), the number of Fields it includes, its Status and the Created At date. Use Search templates… to find one.
Custom Agent Templates page with the Create Template button, the search bar and one template in the list with 6 Fields, the Active status, its creation date and the Actions menu

Screenshot: the list with an example template.

​
Create a template

1
Open Custom Agent Templates.
2
Click Create Template. A panel opens on the right.
3
Fill out the template details (both required):
  • Template Name: A clear name your subaccounts will recognize.
  • Description: A short explanation of what the template is for.
4
Choose the fields to include and set their default values (see below).
5
Click Create Template at the bottom of the panel.
Use names that describe the job, not the team. Example: “Inbound Customer Support” instead of “Support - Team A”.

​
Choose what subaccounts can configure

Under 1. Select Fields to Include, you’ll see a list of checkboxes.
Checked = included in the template flow for subaccounts.
Unchecked fields won’t be part of the template setup.
Create Template panel with the Template Name and Description filled in and six fields checked under Select Fields to Include

Screenshot: an example template with six fields checked.

​
Basic information

You can include fields such as:
  • Agent Name
  • Greeting Message
  • System Prompt
  • Call Direction
  • Max Call Duration (minutes)
  • Dynamic Variables
  • Timezone
  • AI Model
  • Record Calls
  • Voicemail Detection
  • User Speaks First
Only include fields you actually want subaccounts to touch. Fewer fields usually means fewer mistakes.

​
Voice & language

You can include fields such as:
  • Primary Language
  • Secondary Languages
  • Voice
  • Speech Speed
  • Temperature
If you support multiple regions, include Primary Language and Timezone so subaccounts can adapt quickly without breaking the template’s intent.

​
Call action

You can include fields such as:
  • Schedule Appointment
  • Scheduling Provider
  • Transfer Call
  • Send an Email
  • Opt-Out Call
  • Data Extraction
  • Data Extraction Entities
  • Post Call Webhook
  • Webhook URL
  • Retry Count
  • Retry Delay (minutes)
Common mistake: Including Webhook URL for subaccounts when you want that to remain controlled by your organization. If you need centralized tracking, keep webhook-related fields restricted.

​
Set default values

As soon as you check a field, it appears under 2. Set Default Values. There you pre-fill its value: subaccounts start from it when they create an agent with this template. Each field shows a short help text. For example:
  • Agent Name: the name of the agent (the subaccount can override it).
  • Greeting Message: the first message the agent says when a call starts.
  • System Prompt: the instructions that define the agent’s behavior.
  • Timezone: affects time-related responses. It starts at UTC.
  • Primary Language: the main language the agent will use.
  • Voice: the voice the agent uses, chosen from the ElevenLabs list.
Set Default Values section with example values for Agent Name, Greeting Message, System Prompt, Timezone and Primary Language

Screenshot: default values for the example template.

​
Pre-deployed templates

At the bottom of the panel you’ll see Pre Deployed. When enabled, an agent will be automatically created using this template in newly registered user accounts.
Turn this on only for your “default starter” template. Otherwise, new users may get agents they didn’t intend to create.

​
Template status

You’ll also see Template Status. It’s on by default.
Only active templates are visible to subaccounts. Use this when you want to:
  • Temporarily hide older templates without deleting them.
  • Keep only your recommended templates available.
To change a template later, click ⋮ in the Actions column:
  • Edit Template opens the same panel, so you can change fields, default values, Pre Deployed or Template Status.
  • Delete Template removes it.

​
Example: a practical template setup

Here’s a realistic way to structure a template for an inbound support agent: Template Name: Inbound Customer Support
Description: Answers inbound questions, collects basic details and transfers urgent cases. Fields to include (recommended):
  • Agent Name
  • Greeting Message
  • System Prompt
  • Timezone
  • Primary Language
  • Voice
  • Transfer Call (only if your workflow includes escalation)
Default values (example):
  • Agent Name: “Front Desk”
  • Greeting Message: “Hello, thanks for calling. How can I help you today?”
If your subaccounts shouldn’t change core behavior, include the System Prompt but avoid exposing too many advanced toggles at the same time.

​
Notes and limitations

  • What subaccounts see can depend on your role permissions and plan.
  • Some options and labels may vary slightly across accounts.
If you want, you can create multiple templates by use case (e.g., Sales Qualifier, Appointment Scheduler, Support Triage) so subaccounts always start from the closest match.