Workflow templates are ready-made automations you can copy into your workspace and adjust. They cover appointment confirmation, lead follow-up, order status, callbacks, and a loan collection suite organised by days past due (DPD). Each template comes with its trigger and steps already wired; you pick your agent, numbers and message templates.
Available templates#
| Template | Trigger | What it does |
|---|---|---|
| Appointment confirmation | API call, Scheduled or CRM webhook | Calls the customer before the appointment, confirms or reschedules, and sends a WhatsApp or SMS confirmation |
| Lead follow-up | CRM webhook or API call | Calls a new lead quickly, then updates the CRM with the outcome and extracted fields |
| Order status | API call or CRM webhook | Calls the customer with an order update, or answers order questions, then logs the result |
| Callbacks | Call ended (filtered by outcome) | Waits until the requested time, respects callback hours, and calls again |
| Loan collection by DPD bucket | Scheduled or API call | Separate call scripts and follow-ups for each days-past-due bucket, with payment links and promise-to-pay capture |
Use a template#
- Open Workflows and choose to start from a template.
- Pick the template.
- Select the agent for each Voice call step and the caller ID.
- Connect the services the steps need: WhatsApp, SMS, email, Google Sheets, CRM or payment provider.
- Review conditions and delays (for example retry timings and callback hours).
- Save as Draft, run a test, then set it to Active.
Loan collection by DPD bucket#
| Bucket | Typical approach |
|---|---|
| Early (pre-due and just overdue) | Friendly reminder call, payment link by WhatsApp or SMS |
| Mid | Firmer reminder, capture a promise-to-pay date and amount |
| Late | Escalation script, callback scheduling, hand-off to your collections team |
Use the Debt Collection extraction preset so promise_to_pay, ptp_date and ptp_amount are available to later steps.
FAQs#
Can I change a template after copying it? Yes. A copied template is your own workflow.
Do templates include agents? No. Pick or build the agent separately; the agent template gallery has EMI collection, appointment and order status agents.
Can I run a template on past calls? Yes. Use backfill from the workflow's execution history for call-based triggers.