# Workflow Templates

> Start from ready-made Edesy workflow templates for appointment confirmation, lead follow-up, order status, callbacks and loan collection by DPD bucket.

Source: https://edesy.in/docs/voice-agent/workflows/templates

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

1. Open **Workflows** and choose to start from a template.
2. Pick the template.
3. Select the agent for each **Voice call** step and the caller ID.
4. Connect the services the steps need: WhatsApp, SMS, email, Google Sheets, CRM or payment provider.
5. Review conditions and delays (for example retry timings and callback hours).
6. 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](https://edesy.in/docs/voice-agent/post-call/extraction-templates) 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](https://edesy.in/docs/voice-agent/agent-setup/templates) 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.

## Related

- [Workflows overview](https://edesy.in/docs/voice-agent/workflows)
- [Triggers and steps reference](https://edesy.in/docs/voice-agent/workflows/triggers-and-steps)
- [Debt collection use case](https://edesy.in/docs/voice-agent/use-cases/debt-collection)