What This Does
AI Conversation Templates define how your booking agent introduces itself, presents appointment times, and guides contacts through the booking process. Each template acts as training for the agent, covering persona, tone, initial messages, conversation milestones, and follow-up behavior.
How to Access AI Conversation Templates
Click Automations in the left navigation.
Click Booking under AI Agents.
Locate the AI Conversation Templates section.
Your account includes a prebuilt default template. You do not need to create one from scratch.
How to Open and Edit a Template
Click the name of the template to open it.
To see additional options, click the Actions button to the right of the template name.
From Actions, choose to edit, copy, or delete the template.
Once the template is open, you will see a series of sections for configuring the agent. Work through them top to bottom.
Initial Messages
This is where you train the agent on how to introduce itself to your leads. The messages you add here guide how it opens the conversation, sets context for the meeting, and presents itself on your behalf. Tweak the default to match your brand tone and the type of leads you are reaching out to.
Edit the existing message or click to add a new variation.
Use merge tags to personalize outreach. Insert the first name merge tag to greet the recipient by name. Any data known about the incoming lead can be merged in.
Key Notes
Multiple message variations can be added. The agent uses them as guidance, not as scripts.
Merge tags work the same way they do elsewhere in VipeCloud.
AI Persona and Behavior
This is where you define who the agent is. Give it a name, a personality, and a communication style that fits how you want your brand represented. Think of it as setting up a team member, not just configuring a bot.
Set the agent's name and persona description.
Set the tone - options include professional, casual, and direct.
Configure emoji usage preferences.
Add guidance for which times of day or week the agent should steer contacts toward when suggesting appointment slots.
Key Notes
Give the agent a persona that is distinct from yourself. Think of it as a team member with their own name.
This matters for handoffs. If the agent needs to escalate the conversation to you, a distinct persona makes that transition feel natural to the recipient rather than confusing.
Conversation Flow Training
This is where you train the agent on how to handle each key moment in the booking conversation. The defaults cover the core path from presenting times to confirming a booking to handling no availability. Review each one and adjust the guidance to fit how you want those moments handled.
Default milestones included:
Suggesting times - How the agent presents available appointment slots.
Confirming - How the agent handles a successfully booked appointment.
No availability - How the agent responds when no open slots exist.
Add additional steps only if your workflow requires them.
Key Notes
The three defaults cover the standard booking path for most users.
If no additional steps come to mind, do not add them.
Follow-Up Settings
This controls what happens when a lead goes quiet, or doesn't reply to begin with. If someone stops responding mid-conversation, the agent will follow up on your behalf based on the rules you set here. Our recommendation is to keep this enabled. It recovers conversations that would otherwise go cold.
Toggle follow-ups on or off.
Set the wait time before the first follow-up sends.
Set the maximum number of follow-up messages.
Set allowed send hours and enable or disable weekend restrictions.
Add language guidance for the tone and phrasing the agent should use in follow-up messages.
Click Save.
Key Notes
Follow-ups are highly recommended. Keep this enabled.
This feature re-engages contacts who go quiet and adds significant value to the booking workflow.
Do I Need More Than One Template?
Most users will do fine with a single template. Start with the default and only create additional templates when a specific need arises.
Common reasons to create a second template:
Testing a different persona or tone before making it primary
Running a separate booking flow for a distinct audience or scenario
Experimenting with different follow-up timing or messaging
Key Notes
A new account comes with a default template already in place.
The use case for additional templates will present itself. Do not create extras without a reason.
FAQ
Where do I find AI Conversation Templates? Click Automations in the left navigation, then click Booking under AI Agents. Your templates are listed there.
Do I need to build a template from scratch? No. Every account includes a default template. Edit it directly.
Can I use merge tags in the initial messages? Yes. Any data associated with the incoming lead can be merged in, including first name.
Why should the booking agent have a different persona than me? When the agent hands off a conversation to you, a distinct persona makes the transition feel natural to the contact. If the agent and you appear to be the same person, the handoff can feel abrupt or confusing.
What happens if I turn off follow-ups? The agent will not send any messages after the conversation stalls. Keep follow-ups enabled unless there is a specific reason to turn them off.