Agent templates
Agent templates are reusable message layouts for your agent across channels. Use them to keep greetings, notifications, and scripted replies consistent, and to speed up sending when placeholders (for example {name} or {order_id}) should be filled in at send time.
In the app, the page title is Agent templates, with the subtitle Manage templates for all the channels.
Sign in to ChatMaven, open Agents, select your agent from the sidebar dropdown, then click Templates in the left sidebar (with Preferences and Live Chats). The in-app path is live.chatmaven.ai/agent/templates when you are signed in with that agent selected.
Open Agent templates
- Open Agents from the top navigation (Profile, Agents, Workspaces, Accounts).
- Choose the agent from the dropdown at the top of the left sidebar.
- Click Templates.
My Templates and Template Library
The page has two main tabs:
| Tab | Purpose |
|---|---|
| My Templates | Templates you have created or added for this agent. Search, filter, and manage them here. |
| Template Library | Pre-built templates you can browse by industry or use case, then adopt with Use Template. |
Switch tabs depending on whether you are editing your own library or starting from ChatMaven examples.
Template Library in detail
The Template Library is a curated catalog of starter messages. Each entry is shown as a card in a responsive grid. Cards are not all the same “type” in a technical sense—they differ by industry (what the chip filter shows), channel (how the message is meant to be sent), and layout (plain text preview vs. rich preview with an image or emoji). Together, those attributes define what you see on the card and which filters surface it.
Opening the library
- Go to Agents → select your agent → Templates.
- Click the Template Library tab (next to My Templates).
The page header stays Agent templates / Manage templates for all the channels; only the active tab changes which content loads below.
Search, channel filter, and industry chips
Use these controls to narrow the grid before you pick a card:
| Control | What it does |
|---|---|
| Search templates… | Text search across template names and body copy so you can find a phrase or use case quickly. |
| All channels | Dropdown that limits cards to templates intended for a particular delivery context (for example SMS-only or email-only views when you need channel-specific wording). |
| Industry / theme chips | Horizontal filters: All, E-commerce, Healthcare, Banking & Finance, HR & IT Support, Education, Travel, and Festival. One chip is active at a time (highlighted); the grid repopulates to match that library “slice.” |
So the library is really several themed collections (one per chip) plus optional channel and search refinements. The same card pattern is reused everywhere; only the set of examples and tags changes by industry.
Anatomy of a library card
Every card is built from the same building blocks so you can scan the grid quickly:
- Tags (pills) — Usually two labels at the top-left:
- The first tag is often the industry or theme aligned with the chip (for example E-commerce).
- The second tag is the channel or format: general (channel-agnostic or default), sms, email, whatsapp, or similar. That tells you which sending surface the copy was written for.
- Title — Bold name of the template (for example Order shipped or Sale alert with image).
- Preview — A short excerpt of the message. Copy almost always uses placeholders in curly braces such as
{name},{order_id},{tracking_link},{date}, or a discount like[Discount]%where your workflow will substitute real values later. - Optional rich preview — Some cards add visuals on top of text: for example a header image (such as a promotional banner) or emoji (checkmarks, shopping bags) when the template is meant for expressive channels like WhatsApp or marketing blasts.
- Use Template — Full-width button at the bottom. Clicking it starts the flow to add that library entry to your agent (see Add template from library below).
Cards are different types in practice because of the tag pair (industry × channel) and content shape (transactional vs. promotional, plain vs. image-led)—not because the UI switches to a different card component.
Example: E-commerce library cards
With the E-commerce chip selected, you will typically see a multi-channel set around orders and promotions. Representative patterns include:
| Card (title) | Tags (examples) | What the preview is for |
|---|---|---|
| Order confirmation | E-commerce, general | A neutral confirmation line such as thanking {name} and referencing order {order_id}—usable as a baseline message. |
| Order shipped | E-commerce, sms | Short SMS-style copy with {tracking_link} and delivery hints; tuned for character limits and mobile reading. |
| Order confirmation email | E-commerce, email | Longer, email-appropriate wording (thanks, “we will notify you when it ships,” and so on). |
| Order confirmation WhatsApp | E-commerce, whatsapp | Similar intent with WhatsApp-friendly tone; may include emoji (for example a checkmark) for quick visual confirmation. |
| Sale alert with image | E-commerce, whatsapp | Promotional template with a header image and urgent copy (for example discount percentage and “last chance” messaging). |
Other industry chips (Healthcare, Banking & Finance, and so on) follow the same card layout but swap in different titles, tags, and placeholder sets (appointments, verification codes, tickets, bookings, etc.).
Placeholders and character limits
Library previews are written to be parameterized: curly-brace tokens are filled by your process or agent when a message is sent. On some channels (especially SMS), the product may enforce a maximum length—for example a counter such as 93 / 160 chars when you edit the body before saving—so transactional SMS templates stay within carrier-friendly sizes.
Add template from library
When you click Use Template on a library card, ChatMaven opens a modal titled Add template from library. This flow is separate from Add a template from scratch (+ Add template): here the message body is pre-filled from the card, and you adjust channel, naming, and category before saving to My Templates.
Typical fields in the modal:
| Field | Purpose |
|---|---|
| Channel / type | Dropdown to target how the message will be sent. Options often include General, SMS, Email, and WhatsApp (exact list can vary by template). |
| Template name | Editable name for your copy (for example Order shipped). |
| Category | Organizational label such as Transactional (or other values your workspace uses). |
| Message | The template body, usually still containing placeholders. A character counter may appear when a channel enforces a limit (for example 160 characters for SMS). |
| Cancel / Create | Dismiss without saving, or save the template into My Templates for this agent. |
After you Create, switch to My Templates to find the new entry, search it, or send it according to your inbox and channel workflows.
Add a template from scratch
In the toolbar, click + Add template to open the Add agent template modal and build a template without starting from the library.
Channel / type
Choose which channel this template applies to. Options include:
- Web chat
- General
- Broadcast
- SMS
Pick the channel that matches where you plan to send the message.
Template details
- Template name — A clear internal name (placeholder example: Welcome message).
- Category — Organize the template (for example General).
- Message — The body of the template in a rich text editor.
Rich text toolbar
Format the Message with the toolbar, including:
- Bold, italic, underline, strikethrough
- Text alignment (left, center, right)
- Bulleted and numbered lists
- Insert link
- Clear formatting (or equivalent) to strip styles
Use the editor placeholder Enter template content… as a guide; replace it with your final copy and any placeholders your team uses.
Save or cancel
- Cancel closes the modal without saving.
- Create saves the new template when the form is valid (required fields filled). If Create stays disabled, complete Template name, Channel, and Message as required by your screen.
Related pages
- Integrations — Turn channels on and configure them before using channel-specific templates.
- Web Chat (Agents) — Website widget where web chat templates may appear.
- WhatsApp — Templates — WhatsApp-specific template and sync behavior in Meta (separate from reusable agent templates where your product splits these flows).
FAQ and troubleshooting
Template variables do not fill in.
Ensure you map fields from the contact or conversation and that the field exists before send. Test with a known contact.
Wrong template sent.
Check automation rules and default template per channel. Duplicate templates with clear names to avoid picking the wrong one.
Can I use HTML or rich content?
Follow the editor’s capabilities per channel—email allows richer content than SMS or some chat channels.