What it is #
A call template is a reusable script you can attach to a broadcast campaign or event-driven config — so you're not rewriting the same opener every time.
Template types #
| Type | How it works | Best for |
|---|---|---|
| AI | You write a prompt; the LLM generates natural speech per call (personalized per customer) | Most use cases |
| Static | Plain text → text-to-speech, OR a URL to a pre-recorded audio file | Legal notices, exact-wording requirements |
How to use it #
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1
Go to Call Templates
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2
Click New template
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3
Name it use snake_case, e.g. flash_sale_promo
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Pick AI or Static
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Enter content AI: the prompt the LLM will follow; Static text: the exact sentence(s); Static audio URL: a public HTTPS MP3/WAV
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6
Save
Using templates #
- In Broadcast campaigns → Template field
- In Event-driven calls → Template field
Personalization variables (AI templates) #
| Variable | Example value |
|---|---|
| {{customer_name}} | Jane Doe |
| {{order_number}} | #1042 |
| {{order_total}} | $84.00 |
| {{last_product}} | Organic cotton tee |
Tips & best practices #
- Keep AI prompts focused — one goal per template
- Always end with "ask if they have any questions" — the AI will handle Q&A from your knowledge base
- For legal disclosures, use static text to guarantee exact wording
Troubleshooting #
| Problem | Fix |
|---|---|
| AI is off-script | Tighten the prompt; list what it should NOT say |
| Static audio won\'t play | URL must be public HTTPS, MP3 or WAV only |
| Variables not replaced | Double-check spelling — use {{customer_name}} not {{name}} |