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Agent Templates

An Agent Template is a complete starting point for a whole agent, aimed at a common use case. When you create an agent you pick a template first; Anychat copies its definition — Personality, Guardrails, Objectives, Playbooks, Skills, and (where relevant) an outreach greeting and People fields — onto a fresh agent. Everything except your identity and credentials comes pre-wired, and from there it's yours to edit.

This guide covers the four templates Anychat ships today:

For the concepts behind templates, Playbooks, Skills, and the rest, see the Agent Framework overview and How an Agent Runs.

Templates are a one-time scaffold

A template seeds your agent once. After creation there's no ongoing link — the agent is yours, and editing it never "diverges" from the template. (Individual catalog building blocks you import later — a Playbook, a Personality — do keep a back-link so you can see upstream updates. That's a separate mechanism from templates.)

The shared setup flow

Most of the work is the same whichever template you choose. Each template section below only calls out what's specific to it; the common steps are here.

1. Create the agent

In the console, Agent Studio → New agent. Give it a name, pick the template, and — optionally but recommended — paste the company website URL.

If you supply a URL, Anychat crawls the site in the background and automatically fills in:

  • Identity & branding — company name and description, logo, brand color, contact phone/email, and legal links.
  • Products — the products, treatments, or services it finds, as catalog cards.
  • Knowledge base — it ingests the site's content pages (services, pricing, about, FAQ, locations, …) so the agent can answer grounded questions from day one. Identity and products land first; the knowledge base finishes filling in a minute or two later.

You can do all of this by hand instead, or run the import again later from the agent's Identity page.

2. Review identity & personality

  • Identity — confirm the name, company description, logo, brand color, and contact details. These appear on the verified business profile and are what the Escalate to Human behavior hands out, so make the phone/email real.
  • Personality — open Settings → Personality → Choose personality to swap the voice for any catalog preset (Professional, Empathetic, Formal, Enthusiastic, Minimalist, Witty), or edit the text directly.

3. Fill in Products and Knowledge

  • Products — the carousel cards the agent shows. Add, edit, or remove entries; each has a name, description, image, and an optional link. The agent only ever describes what's written here, so keep descriptions accurate.
  • Knowledge — upload any documents the website didn't cover (price sheets, policy PDFs, FAQs). The agent grounds factual answers in this material and says so plainly when something isn't covered, rather than improvising.

4. Connect a channel

Under Channels, bind the agent to a messaging channel (RCS via Webex Connect or Google RBM, Apple Messages for Business, SMS, web embed, …). The rich examples in this guide — carousels, slot cards, tap-to-call — require a rich channel such as RCS.

5. Try it before you ship

Use Testers to invite a colleague to chat with the agent through the standalone tester app (no console access needed), or exercise it in the built-in emulator. Iterate on the personality, products, and knowledge until it reads the way you want.

Generic Agent

What it does

The Generic Agent is a blank slate: a professional, friendly personality and nothing else — no Objectives, Playbooks, or Skills preloaded. It answers conversationally and, once you add products or a knowledge base, grounds its answers in them, but it has no built-in goal it's driving toward.

Reach for it when:

  • Your use case doesn't match one of the vertical templates and you want to assemble behavior yourself from the catalog.
  • You want a simple FAQ / brand-voice agent that just answers questions from a knowledge base.
  • You're experimenting and want a clean starting point.

Set up & customize

  1. Create the agent on the Generic template; importing a website is the fastest way to give it something to talk about (identity + products + knowledge).
  2. Personality — set the voice that fits your brand.
  3. Add behavior as needed. This is the template you'll build up by hand:
    • Objectives (Settings → Objectives) — add goals from the catalog (e.g. Answer product questions, Collect short feedback) to tell the agent what a good outcome looks like.
    • Playbooks (Settings → Playbooks) — add Playbooks for the situations you want handled; the default Playbook is where open-ended conversations start.
    • Skills (Settings → Skills) — add capabilities like Schedule a Call if you want the agent to book meetings. Skills that need a tool will flag it on the Tools page for you to configure.
  4. Knowledge / Products — for an FAQ-style agent this is often all you need: import the site or upload documents and let the agent answer from them.
  5. Connect a channel and test.

Tip

If you find yourself rebuilding the same sales or booking flow on a Generic agent, start from the Sales Development or Med Spa Concierge template instead — they already wire those Playbooks and Skills together.

Sales Development Agent

What it does

The Sales Development Agent engages a human-qualified lead over rich messaging, answers their product questions, and books a call with their assigned representative. It's the reference example of a well-formed Anychat agent.

A typical conversation:

  1. Opening — for operator-originated outreach, the agent sends a short, personalized greeting (from your outreach template) referencing the lead's own inquiry.
  2. Discovery — it understands what the lead is trying to accomplish without re-screening an already-qualified lead.
  3. Product info — when they ask how something works or what it costs, it surfaces the relevant product carousel and answers from the catalog and knowledge base.
  4. Scheduling — when they're ready, it offers a slot card of available times, books the appointment with the rep, and sends a confirmation with an add-to-calendar action and a tap-to-call to the rep.
  5. Escalation — if they ask for a person, it surfaces your real contact options (it never fakes a live handoff).

What's preloaded: ranked Objectives (greet → book the call → understand needs → answer product questions → confirm the booking → offer human contact), the Sales Discovery / Provide Product Information / Schedule a Sales Call / Escalate to Human Playbooks plus an Outbound Opening, the Schedule a Call Skill, brand Guardrails (compliance basics), People fields for pre-call context, and a templated outreach greeting.

Set up & customize

  1. Create the agent on the Sales Development template and import the company website (identity + products + knowledge).
  2. Representatives (Settings → Representatives) — add the human(s) the agent books calls with: name, title, phone, email. Mark one as the default representative. The booked call, the confirmation copy, and the tap-to-call all use this person. If you leave it empty the agent books against "someone from our team" — fine for a pilot, but a named rep reads far better.
  3. Outreach greeting (Settings → Outreach) — this is an outbound-capable template. Edit the greeting the agent opens with when you start the conversation (e.g. after a lead fills a form). Keep it short and reference the lead's own inquiry.
  4. People fields (Settings → People fields) — the template ships with pre-call context fields (buyer type, purchase timeline, topics to brief the rep, …). Adjust them to what your reps actually want captured; the agent fills them naturally from the conversation, never by interrogating the lead.
  5. Products & Knowledge — make sure every product the agent should pitch is in the catalog with an accurate description, and that pricing/policy questions are covered in the knowledge base.
  6. Guardrails (Settings → Guardrails) — review the claims-not-to-make and any required disclaimers for your industry.
  7. Scheduling — the agent proposes reasonable business-hours times in the prospect's own timezone by default (Mon–Fri, 9–5). It resolves the prospect's timezone from the conversation or their details.
  8. Connect a channel and test an end-to-end booking.

Outbound sends RCS only

Confirmations and any follow-ups happen in the messaging thread — the agent never promises a separate email or a day-of reminder it can't send.

Med Spa Concierge

What it does

The Med Spa Concierge is an inbound consumer agent for a med spa, aesthetics clinic, or salon. A prospective guest texts the business; the concierge greets them warmly and helps them explore treatments, find the nearest location, and book a visit — grounded in the business's own catalog and knowledge base, and careful never to give medical advice.

A typical conversation:

  1. Welcome — it greets the guest and offers quick-reply chips: Explore treatments, Find a location, Book a visit.
  2. Treatments — it shows the treatment carousel and, when the guest taps one, a detail card with what to expect — always framing suitability and results as something a licensed provider confirms at a consultation.
  3. Locations — it surfaces the nearest locations with addresses, hours, and a Get directions link (RCS can't read GPS silently, so it asks the guest's area).
  4. Booking — it offers a slot card, books the visit, and confirms with an add-to-calendar action and directions.

What's preloaded: an Empathetic personality, medical & aesthetic claims plus compliance Guardrails, Objectives (greet → match a treatment → answer questions → book a visit → offer human contact), the Concierge Welcome / Treatment Info / Find a Location / Book a Visit Playbooks, and the Find a Location + Schedule a Visit Skills. It's inbound — there's no outreach greeting.

Set up & customize

  1. Create the agent on the Med Spa Concierge template and import the spa's website. The treatment menu becomes your Products, and pages like services, pricing, financing, what to expect, and locations land in the Knowledge base.
  2. Treatments (Products) — review the imported treatments. Give each a clear, accurate description (what it is, rough time, downtime). Group-worthy detail like aftercare or candidacy belongs in the knowledge base, not the card.
  3. Locations — the Find a Location behavior presents your locations with directions. By default it draws on the locations/"find us" page imported into the knowledge base and asks the guest which area is convenient. To have it present a fixed set of branches with addresses, hours, and directions links, configure the location list on the Find a Location skill.
  4. Personality — Empathetic is the default and suits sensitive, consultative topics; adjust if your brand voice is more upbeat.
  5. Guardrails — the medical-aesthetic guardrail keeps the agent out of diagnosing, dosing, or promising guaranteed results, and nudges guests to a consultation. Review it and add any brand-specific disclaimers.
  6. Booking — visits are booked through the Schedule a Visit behavior in business-hours slots. Add a Representative (e.g. "the front desk") if you want a name and number on the confirmation; otherwise it books with "our team".
  7. Connect a channel and test the explore → locate → book flow.

No medical advice

The concierge is a front-desk helper, not a clinician. It won't assess whether a treatment is right for someone or interpret symptoms — that's for a licensed provider at a consultation. Keep that line clear in any custom guardrails or knowledge you add.

Franchise Development Agent

What it does

The Franchise Development Agent engages a prospective franchisee over rich messaging: it answers questions about the opportunity and investment, qualifies the lead against your published thresholds, and books a no-obligation intro / Discovery Day call with your franchise-development team — all inside FTC Franchise Rule guardrails.

A typical conversation:

  1. Opening — after a prospect submits an interest form, the agent follows up, confirms they're exploring ownership (not booking a service), and offers to cover investment, qualification, or process.
  2. The opportunity — it shares the investment snapshot and proof points (footprint, model, support) as cards, grounded in your knowledge base, always noting that figures are representative and the FDD governs.
  3. Qualification — it asks a few fit questions (target market, whether they meet the liquid-capital and net-worth thresholds, ownership/leadership background) without demanding financials.
  4. Booking — for a qualified lead it books an intro call with the development team and notes the FDD will be sent to review beforehand.

What's preloaded: the same proven sales structure as the Sales Development Agent (discovery → information → schedule → escalate, plus an outbound opening and the Schedule a Call Skill), plus an FDD / FTC compliance guardrail and franchise-qualification People fields (target market, liquid capital, net worth, ownership experience, topics for the team).

Set up & customize

  1. Create the agent on the Franchise Development template and import the franchise website (e.g. your …franchise.com site). The opportunity pages, investment ranges, and proof points become the knowledge base and products.
  2. Proof points (Products) — curate the cards the agent can show: rankings, footprint, the recurring-revenue model, support. Keep claims to what your FDD and marketing support.
  3. Qualification (People fields) — review the franchise fields and set the thresholds your team uses. The agent captures these conversationally to gauge mutual fit; it never accepts a deposit or negotiates fees in chat.
  4. Knowledge base — make sure the investment snapshot, what's included, the path to ownership, and any FDD Item 19 figures you cite are in the knowledge base so the agent quotes them accurately.
  5. Representatives & Outreach — add the franchise-development team as the Representative the call books with, and tailor the Outreach greeting for a prospect who just submitted an interest form.
  6. Guardrails — read these carefully. The FDD/FTC guardrail keeps the agent compliant: the chat is general information, not an offer to sell a franchise (a franchise is offered only through the FDD where required by law), and any financial figure is representative, not a guarantee. Review and extend with your counsel's required language.
  7. Connect a channel and test a qualification-to-booking conversation.

Compliance is not optional

Franchise sales are regulated. The template's guardrail is a sensible default, not legal advice — have your franchise counsel review the disclaimers, thresholds, and any earnings claims before you go live.

Where to go next

  • Agent Framework — the model behind Identity, Behavior, Knowledge, People, Guardrails, and the catalog.
  • How an Agent Runs — how a turn is composed and how Playbooks hand off.
  • Agent API — the API for managing agents, people, conversations, and content programmatically.