Knowledge and AI

Templates or Terry's writing

When to use a written template, when to let Terry write each message, and how to mix the two. Templates are under Flows, on the Templates tab.

Terry can send your words or its own. A template is a message you write once, with fields like first name and company filled in for each person. Terry's writing is a fresh message for each person, written from your agent's voice, rules and knowledge. Templates are predictable and cost no AI credits. Terry's writing is more personal and uses credits. Most teams use both.

Which to use

Use a template when	Let Terry write when
The message must say exactly the same thing every time, such as a reminder or a last note.	You want each first email to speak to that person and their company.
Your words are already proven.	You are answering a real question in a reply.
You want no AI cost.	You have good knowledge and Terry has researched the person.

Write a template (admins)

Press Flows in the menu, then the Templates tab.
Press + New template. A short guide opens with four steps.
What is it for: under What is the message? pick Cold: first touch, Follow-up, Last note, After they reply, Reminder or Winback. Under Sent as, pick Email, LinkedIn or Text. Press Next: Start from.
Start from: pick Blank, or the words of a template you already have. Press Next: Write it.
Write it: give it a Name (only your team sees it). For email, write the Subject line. Write the Message. Use Insert to add a field such as first name or company, or a link such as a booking link. Preview shows it filled in for one person. Press Next: Check and save.
Check and save: Terry checks the words, the length and the subject. Press Save template.

Templates are grouped on the page by what they are for, so the right one is easy to find. Each card says which flows use it. Templates are part of the Pro plan and above.

To change one, press its card. Edit the words and press Save as a copy: flows that use the original keep sending its words until you point a box at the copy.

Use a template in a flow

Email, text and LinkedIn boxes in a flow have a Template field. Pick one, or choose + Write a new template… to write one right there. Only templates for that box's channel are offered. See The canvas and its boxes.

Let Terry write in a flow

Use an AI message box instead. It writes a fresh message for each person. You tell it What should this message do?, choose how much work it does (Light is one pass, Full researches and uses the best model), and pick any grounding documents. You can also set a template in If writing fails, send instead, so the person still gets a message.

Generate drafts from a template

An admin can have a template write a draft for every prospect at once.

On the Templates tab, press the template's card.
Under Draft for many people, pick the agent, or leave Default agent.
Choose how much AI to add:

Merge only: fills in the fields. No AI, no credits.
Light: one quick AI pass per person to smooth it.
Full: one call on the best model that follows your rules. The best quality, and the most credits.

Press Write drafts and confirm.

The drafts wait under Tasks, in Approve. Nothing sends without approval.

Replies: templates, AI, or both

Each agent decides how replies are written. Press Agents, pick the agent, and press Edit on How it writes. Under Replies by, choose:

Template: yours, no AI credits: always your template.
Hybrid: template, AI for questions (recommended): a template for simple answers, and AI only for real questions.
AI: every reply, costs credits: every reply written by the model.

The reply templates themselves are on the agent under More, Reply templates.

In Classic

Open Flows, then the Templates tab. Under New template, give it a Name (just for you).
Choose what it is in This is a, then the channel after for. Write the Subject line and the message, use Insert and Preview, then press Create template.
To draft for many people, pick the agent and the AI level on the Templates page and press Generate drafts. The drafts land in Approvals.
How replies are written is under Replies: how they're written on the Agents page: Template, Hybrid (recommended) or AI.