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Role Templates & Types

Learn about available role templates and when to use them versus building custom roles from scratch.

Understanding Role Templates​

Role templates are pre-configured role structures that provide a foundation for common business functions. They include pre-written behavior guidelines, communication styles, and task permissions that you can customize with your specific knowledge sources.

Templates provide:

  • Behavior Guidelines - How the assistant should act in this role
  • Communication Style - Tone and approach for responses
  • Task Permissions - What actions the assistant can perform
  • Response Patterns - Standard ways to handle common situations

You add:

  • Knowledge Sources - Your business-specific information
  • Custom Guidelines - Specific rules for your business
  • Introduction Messages - Personalized greetings and explanations

Available Role Templates​

Role Templates Comparison

Customer Service Representative​

Pre-configured for: General customer support and issue resolution

What it includes:

  • Professional, helpful communication style
  • Guidelines for handling common customer inquiries
  • Escalation procedures for complex issues
  • Empathetic response patterns for frustrated customers

Best used for:

  • General customer support inquiries
  • FAQ responses and basic troubleshooting
  • Account questions and general assistance
  • First-line customer service interactions

Knowledge sources you should add:

  • Company FAQ documents
  • Customer service policies
  • Return and refund procedures
  • Contact information for escalations

Sales Agent​

Pre-configured for: Lead qualification and sales conversations

What it includes:

  • Engaging, persuasive communication style
  • Guidelines for product presentations
  • Lead qualification question patterns
  • Conversion-focused response strategies

Best used for:

  • Product information requests
  • Lead qualification conversations
  • Pricing inquiries and comparisons
  • Sales process guidance

Knowledge sources you should add:

  • Product catalogs and specifications
  • Pricing information and packages
  • Sales scripts and talking points
  • Competitor comparison data

Technical Support​

Pre-configured for: Technical assistance and troubleshooting

What it includes:

  • Clear, methodical communication style
  • Step-by-step troubleshooting approaches
  • Technical terminology guidelines
  • Problem-solving conversation patterns

Best used for:

  • Technical product support
  • Troubleshooting and diagnostics
  • How-to guidance and tutorials
  • Technical documentation assistance

Knowledge sources you should add:

  • Technical documentation and manuals
  • Troubleshooting guides and procedures
  • Product specifications and requirements
  • Common issue solutions database

Receptionist​

Pre-configured for: Administrative assistance and call routing

What it includes:

  • Professional, welcoming communication style
  • Appointment scheduling conversation patterns
  • Call routing and transfer procedures
  • Information gathering and organization

Best used for:

  • Appointment scheduling and management
  • General company information requests
  • Call routing and departmental connections
  • Basic administrative assistance

Knowledge sources you should add:

  • Company directory and contact information
  • Service descriptions and scheduling policies
  • Hours of operation and availability
  • Frequently requested company information

Custom Build​

For unique requirements that don't match standard templates

What it provides:

  • Complete flexibility in role configuration
  • Ability to define custom behavior from scratch
  • Full control over communication style and permissions
  • Tailored response patterns for specific needs

Best used when:

  • Your business has highly specialized requirements
  • Standard templates don't match your needs
  • You need very specific behavior patterns
  • You have unique industry or compliance requirements

Templates Require Knowledge Sources​

Knowledge Sources Required

Why Knowledge Sources Are Essential​

Templates alone provide structure, not content:

  • Templates give your assistant a framework for behavior
  • Without knowledge sources, responses will be generic and unhelpful
  • Knowledge sources provide the specific information customers need

Example without knowledge sources:

  • Customer: "What are your business hours?"
  • Assistant: "I'd be happy to help with information about business hours, but I don't have access to that specific information."

Example with knowledge sources:

  • Customer: "What are your business hours?"
  • Assistant: "We're open Monday through Friday from 9 AM to 6 PM, and Saturday from 10 AM to 4 PM. We're closed on Sundays."

What Knowledge Sources to Prepare​

For Customer Service Template:

  • FAQ documents with common questions and answers
  • Customer service policies and procedures
  • Product information and specifications
  • Contact information for human escalation

For Sales Agent Template:

  • Product catalogs with features and benefits
  • Pricing sheets and package information
  • Sales scripts and conversation starters
  • Competitor comparison information

For Technical Support Template:

  • Technical documentation and user manuals
  • Troubleshooting guides with step-by-step solutions
  • System requirements and compatibility information
  • Known issues and their resolutions

For Receptionist Template:

  • Company directory with names and departments
  • Scheduling policies and availability information
  • General company information and services
  • Contact information for different departments

Template vs Custom Build Decision Guide​

Choose Templates When:​

Your needs match standard business functions:

  • Customer service, sales, technical support, or reception
  • Common business processes that templates are designed for
  • Standard communication patterns that work for your industry

You want to get started quickly:

  • Pre-configured settings save setup time
  • Proven behavior patterns reduce trial and error
  • Less complexity in initial configuration

You have knowledge sources ready:

  • Documents and information prepared to upload
  • Clear understanding of what information the role needs
  • Business content organized and accessible

You prefer tested configurations:

  • Templates are based on successful business practices
  • Reduced risk of configuration issues
  • Established patterns for common scenarios

Choose Custom Build When:​

You have very specific requirements:

  • Unique business processes not covered by templates
  • Specialized industry needs or compliance requirements
  • Custom workflow requirements that don't match templates

Templates don't match your needs:

  • Your business function doesn't fit standard categories
  • You need behavior patterns not included in templates
  • Communication style requirements are very specific

You need specialized behavior:

  • Unique conversation flows or response patterns
  • Custom escalation procedures or task permissions
  • Specialized knowledge areas not covered by templates

You want complete control:

  • Full customization of every aspect of the role
  • Specific guidelines that differ from template defaults
  • Custom integration requirements or unique features

Getting Started with Templates​

1. Start with Templates:

  • Choose the template that most closely matches your needs
  • Templates provide a solid foundation to build upon
  • Easier to customize a template than build from scratch

2. Prepare Knowledge Sources First:

  • Gather your business information before creating the role
  • Organize documents by topic and relevance
  • Ensure information is current and accurate

3. Customize After Testing:

  • Use the template as-is initially to understand how it works
  • Test with real scenarios to identify needed adjustments
  • Make incremental changes based on actual usage

Template Selection Tips​

If you're unsure which template to choose:

  • Customer Service - Good default for general business support
  • Sales Agent - Best for product-focused businesses
  • Technical Support - Essential for software/hardware companies
  • Receptionist - Ideal for service-based businesses

You can always create multiple roles:

  • Different templates for different business functions
  • Same assistant can use different roles in different contexts
  • Start with one template and add others as needed

Next Steps​

After understanding templates and types:

  1. Create Your First Role - Step-by-step role creation process
  2. Prepare Knowledge Sources - Upload business information

Key Takeaway: Templates provide proven structures for common business functions, but they need your knowledge sources to provide intelligent, helpful responses to customers.