Reference

Sector templates: what each one brings

When you create an agent you pick your sector, and it starts with the tone, instructions and questions of businesses like yours. Which sectors exist and what a template fills in.

In the app:: Agents › New agent › Sector; Open the app
Reviewed on: Reviewed on 6 October 20266 min read

In this article

When you create an agent, the first step is to say what your business does. There are 11 sector templates, and each one writes the tone, the instructions, the details the agent asks interested people for, the chat greeting and the suggested questions. What none of them brings is your business’s own facts: prices, opening hours and terms are for you to tell it. Everything a template fills in can be changed afterwards.

The sectors there are

Template	What it prepares the agent for	Tone
Restaurants and hospitality	Handling booking requests and questions about the menu, allergens, opening hours and groups, and passing to the team whatever needs confirming	Friendly
Clinics and health centres	Explaining specialities, how to request an appointment, insurance and how to prepare for a visit. It never gives medical advice	Professional
Estate agencies	Looking after buyers, tenants and owners, finding out what they are looking for or want to sell, and setting up the contact with an agent	Professional
Online and physical shops	Helping customers choose a product, answering questions about delivery, exchanges and returns, and passing orders with problems to the team	Friendly
Academies and training	Guiding people on courses, levels, timetables and enrolment, and taking the details of anyone who wants a place or a placement test	Friendly
Professional offices	The first contact for a law firm, an advisory practice or an accountancy: explaining the services, taking a note of the enquiry and setting up the call with a professional, without giving advice	Formal
Hotels and tourist accommodation	Answering questions about rooms, facilities, location and booking conditions, and taking requests for reception to confirm	Professional
Beauty and hairdressing	Explaining services and prices, taking appointment requests and answering practical questions, without giving medical advice or promising results	Friendly
Gyms and sports centres	Explaining memberships, opening hours, classes and facilities, encouraging people to come for a trial, and passing cancellations and billing matters to the team	Enthusiastic
Home services and repairs	Taking reports of faults and requests for quotes with the details the technician needs, and telling what is urgent from what can wait	Professional
Another kind of business	A neutral starting point: explaining what the business offers, taking the contact details of anyone who shows interest and passing to the team whatever needs a person	Friendly

The last option on the list, Start from scratch, creates a blank agent: you write its tone, its instructions and the details it asks for.

If your sector is not there, choose the closest one or Another kind of business. A template is a starting point, not a limit: an agent answers equally well in a sector that has no template, with your knowledge and your instructions.

What a template fills in

What it fills in	Where you find it afterwards
The Industry and the Tone	The following steps of New agent, where you can still change them. Afterwards, under Profile and Behaviour
The Personality	Behaviour › Tone and personality
The Sales instructions, the Support instructions and the Conversation rules	Behaviour › Instructions
When to hand over	Behaviour › Handoff to a person
The Details it asks for from interested people. For example, the restaurants one asks for name, phone, date and time, number of people and allergies; the clinics one, for name, phone, email, speciality and preferred days	Behaviour › Lead capture
The Welcome message and up to four Suggested questions	Widget › Content
The list “What your customers are going to ask”	The agent’s Knowledge tab

Each template’s instructions cover what is particular to the trade. The clinics one, for example, tells the agent not to interpret symptoms and, when something could be urgent, to tell the person first to call 112. Read them before you use them: they are yours from the moment you create the agent.

What it does not fill in

Nothing about your business. No prices, no opening hours, no address, no terms. The screen says so: “The template knows nothing about your business”. That goes in the agent’s profile and in its knowledge.
No knowledge source. It leaves the list of what you will have to tell it, not the answers.
The languages and the AI model. You choose them in the Tone and languages step.
Appointment booking. No template switches it on. Several, such as the restaurants, clinics or beauty ones, tell the agent to take a request and not to treat it as confirmed. If you want it to book from the free times itself, switch that on afterwards and adjust those instructions: see switch on appointment booking for your agent.
The channels. The chat is installed and WhatsApp is connected as for any agent.

Choose the template when you create the agent

Go to Agents and press New agent. The first step, Sector, asks “What does your business do?”.
Press your sector, or Start from scratch, and then Continue.
Look over the screen “This is what the template brings”. There is nothing to fill in: it shows How it talks, How it handles customers, What it asks interested people for, How it greets your customers and What you will have to tell it.
Choose the Main language of your agent. The greeting, the suggested questions and the details it asks for are written in that language.
Press Use this template. If you are not convinced, Change sector takes you back to the list.

After that come the Your business, Tone and languages and Knowledge steps, explained in create your first agent step by step.

Which language each text comes in

The instructions, which only you read, come in the language you use the app in: Spanish or English.
The greeting, the suggested questions and the details it asks for, which are what your customers see, come in the agent’s main language: Spanish, Catalan or English. With Galician, Basque or Portuguese they are written in Spanish, and with every other language, in English. Translate them yourself afterwards under Widget and Behaviour if you need to.

After creating the agent

The agent’s Knowledge tab shows the list “What your customers are going to ask”, with the usual questions of the sector that only you can answer: which specialities you offer, how much the first visit costs, whether there is parking.

Press Show the list.
On each question, press Answer to add the answer to the knowledge.
Tick the question once it is answered in any source: your website, a document or an FAQ.

The ticks are saved in that browser: another person on the team, or another computer, sees the list unticked.

Worth knowing

The template is applied once, when the agent is created. Changing the Industry in the profile later does not apply any template again or change the instructions.
A template cannot be applied to an agent that already exists. To start from another one, create a new agent.
An agent created from a template counts like any other towards the number of agents in your plan.
Test it before you put it in front of your customers. The instructions are general for the sector: see test your agent.