# Create a chatbot from a template

A chatbot template is a preconfigured chatbot that you can use and customize to create a new chatbot. It uses example content, configuration, and integrations to simulate real-life chatbots. A template can consist either of an entire chatbot flow or can consist only of commonly-used dialogs.

## Advantages of templates [#templates-advantages]

- **Consistency**: Templates ensure consistency in chatbot design and messaging across all your chatbots. This leads to a consistent end user experience.
- **Quality control**: Use standardized, high-quality chatbot templates. This ensures that all chatbots that are built from these templates also have the same high quality.
- **Knowledge sharing**: Use templates that are built based on successful chatbot implementations. Other users in your organization can learn about chatbot design and use from these templates.

## How to use chatbot templates [#templates-how-to-use]

Use chatbot templates in the following ways:
  
- Use it as it is for testing and learning. You can activate the template immediately.
- Use it as a base to build a new chatbot. Instead of creating a chatbot from scratch, you can create a chatbot from a template. You can then customize the chatbot for your use case and requirements, and use it in a live environment.
- Use it as a base to build advanced chatbots to use in a live environment.
- Import it within an existing chatbot to add functionality to the chatbot.

For information about how to create a chatbot from a template, refer to the [Create the Chatbot](#create-chatbot-from-template) section.

## Types of templates [#types-templates]

- **[Predefined](#predefined-templates) templates**: These are templates that are created by Infobip.
- **[Custom](#custom-templates) templates**. These are templates that you can create.

## Predefined templates [#predefined-templates]

Predefined templates are the templates that are created by Infobip and are available for use in your Infobip account.

Predefined templates are present in the **Chatbots** > **Templates** tab > **Predefined** tab.

Note
You cannot create, edit, or delete predefined templates.

### Available predefined templates [#available-predefined-templates]  
  
The table in this section shows a list of all the predefined templates that are available in Answers. In your Infobip account, only the predefined templates that are available for your Answers [plan](https://www.infobip.com/docs/answers#plans) are listed.
  
Each predefined template is for a specific channel and language.
  
| Template | Purpose | Sample use case | Channel | Language | Answers plan | Chatbot type |
| --- | --- | --- | --- | --- | --- | --- |
| Customer Service | Automate handling frequent customer inquiries. | Answer FAQsResolve simple issuesShare information about your company and servicesCollect end user's contact informationCollect product inquiries | WhatsApp | EnglishSpanishPortuguese | Start | Rule-based |
| Live Chat | English |
| Advanced Customer Service | Automate handling frequent customer inquiries. | Enable end users to make reservationsConnect with an agent to provide additional supportAnswer FAQsResolve simple issuesCollect end user's contact informationCollect product inquiries | WhatsApp | English | Grow | Rule-basedIntegrated |
| Lead generation | Contact potential customers and provide information about your company and services. | Present your products and servicesCollect end user's contact informationCollect product inquiries | Live Chat | EnglishSpanishPortuguese | Start | Rule-based |
| Appointment Booking | Automate scheduling appointments and reservations. | Collect end users' interest in your product and servicesEnable end users to choose a preferred timeslotSend a confirmation for a reservation | WhatsApp | English | Grow | Rule-basedIntegrated |
| Retail chatbot | Automate common product inquiries and provide information about your company and services. | Enable end users to order productsShow product suggestionsEnable end users to return productsAnswer FAQsShow order information and order history | WhatsApp | English | Grow | Rule-basedIntegrated |

## Custom templates [#custom-templates]

Create standardized, high-quality chatbot templates that meet your requirements, incorporate your organization's best practices and branding guidelines, and comply with your organization's policies. Example: You can create a template that contains frequently used chatbot building blocks, messages, dialogues, and dialog groups.

Custom templates are available only within your organization. So, any sensitive data or proprietary chatbot building blocks within these templates are secure.

Custom templates are present in the **Chatbots** > **Templates** tab > **Custom** tab.

## Templates dashboard [#templates-dashboard]

To view templates, in the Infobip [web interface](https://portal.infobip.com//), go to **Answers** > **Chatbots** > **Templates** tab.

Each template is for a specific channel and language.

You can do the following:

- View a list of predefined and custom templates in the **Predefined** and **Custom** tabs. In the **Predefined** tab, only the templates that are available for your Answers plan are listed.
- Filter templates by language, channel, industry, and template creator.
- Search for a template by either its name or its description. Use the search box.
- [View information](#view-information-templates) about the template.
- (Predefined templates only) [Simulate the conversation](#simulate) in the template.
- [Create a chatbot](#create-chatbot-from-template) from a template.
- [Delete](#delete-a-custom-template) a template.

## View information about a template [#view-information-templates]

View details about the templates to identify the one that is suitable for your use case.

Do the following.

1. On the Infobip [web interface](https://portal.infobip.com//), go to **Answers** > **Chatbots** > **Templates** tab.
2. Go to either the **Predefined** or **Custom** tab as required.
3. Hover over a template and select **Preview**.
4. Go to the **About template** tab.
    
You can view the following information.

- Description of the template
- (Predefined templates only) Use cases
- Creator
- Industry
- Languages
- Channels
- Dialog groups in the template
- Dialogs in the template

## Simulate the conversation in a predefined template [#simulate]

Note
You can simulate the conversation only for predefined templates.

Simulate the conversation in a predefined template to see whether it is suitable for your requirements.

Do the following.

1. On the Infobip web interface, go to **Answers** > **Chatbots** > **Templates** tab > **Predefined** tab.
2. Hover over a template and select **Preview**.
3. Go to the **Simulate conversation** tab.
4. Select **Start the chat**.

You can interact with the chatbot to understand the flow and features.

## Create a custom template [#create-custom-template]

You can create a template in the following ways.

- [Save the entire chatbot as a custom template](#save-chatbot-as-template).
- [Create a custom template from selected dialogs](#create-template-from-sections-of-chatbot) or dialog groups in a chatbot.

## Save a chatbot as a custom template [#save-chatbot-as-template]

This section explains how to save the entire chatbot as a template.

The chatbot can be in any state.

- It can be active or inactive.
- It can be functional or non-functional. Example The chatbot design might be incomplete.

### What is included in the template [#save-as-template-what-is-included]

The template contains the following building blocks from the source chatbot.

- All dialogs and dialog groups, which includes the chatbot elements in the dialogs
- The following are included if they are used in the dialogs Any chatbot building blocks that are not used are not added to the template Example If you create an attribute but do not use it in a dialog the attribute is not included in the template.

    - Intents
    - Keywords and synonyms
    - Attributes
    - NER attributes and custom data types

- Chatbot settings

### Create the template [#create-template-from-chatbot]

Do the following:

1. In the chatbot, select the three dots at the right and select **Save chatbot as template**.
2. In the **Create template** screen, complete the following fields.

    - **Name your template** Enter a name for the template Follow these guidelines.
        - The name must not contain any special characters.
        - The name must not begin with a number.
        - (Optional) Specify a unique name so that you can identify the template.
    - **Describe template** (Optional) Add a description to help other users identify the most relevant template for their use You can add a maximum of 500 characters.
    - **Industry** (Optional) Select an industry.
3. Select **Create template**.

The chatbot is saved as a template.

## Create a custom template from sections of a chatbot [#create-template-from-sections-of-chatbot]

You can create a template from specific dialogs and dialog groups in your chatbot.

### What is included in the template [#save-sections-as-template-what-is-included]

The template contains the following chatbot building blocks from the source chatbot.

- The dialogs and dialog groups that you select
- The following are included if they are used in the selected dialogs Any chatbot building blocks that are not used in these dialogs are not added to the template.
    - Intents
    - Keywords and synonyms
    - Attributes
    - NER attributes and custom data types
- Chatbot settings

### Create the template [#create-template-from-sections-of-chatbot]

Do the following:

1. In your chatbot, select the dialogs and dialog groups that you want to add to the new template To select all dialogs and dialog groups use **Select all**.
2. Select **Create template**.
3. In the **Create template** screen, complete the following fields.
    - **Name your template** Enter a name for the template Follow these guidelines.
        - The name must not contain any special characters.
        - The name must not begin with a number.
        - (Optional) Specify a unique name so that you can identify the template.
    - **Describe template** (Optional) Add a description to help other users identify the most relevant template for their use You can add a maximum of 500 characters.
    - **Industry** (Optional) Select an industry.

    You can view the list of the dialogs and dialog groups that will be added to the template.
    
3. Select **Create template**.

The selected dialogs and dialog groups from the chatbot are saved as a template.

## Create a new chatbot from a template [#create-chatbot-from-template]

Create a new chatbot that is a duplicate of a template. You can then [customize the new chatbot](#customize-the-chatbot) to meet your requirements.

Note
The new chatbot uses the same channel as the template To create a new chatbot from a template you must have the associated channel enabled in your account If you do not have the channel enabled you can only preview the template and simulate the conversation You cannot create a chatbot from the template To enable a channel view the instructions in the documentation for that [channel](https://www.infobip.com/docs/answers#available-channels).

### What is included in the chatbot [#create-chatbot-from-template--what-is-included]

The new chatbot contains the following from the template.

- Dialogs and dialog groups which include the chatbot elements.
- Intents
- Keywords and synonyms
- Attributes
- NER attributes and custom data types
- Chatbot settings

### Create the chatbot [#create-chatbot-from-template-create]

1. On the Infobip web interface, go to **Answers** > **Chatbots** > **Templates** tab.
2. Go to either the **Predefined** or **Custom** tab as required.
3. Do one of the following.
    - Hover over the template that you need and select **Add**.
    - Hover over the template that you need and select **Preview** > **Add template**.
3. Select the required channel and language.
4. Select **Add template**.		

A new chatbot, which is a duplicate of the template, is created.

### Next steps [#create-chatbot-from-template-next-steps]

1. In the new chatbot, make the changes that are required for your use case Refer to the [Guidelines and best practices](#guidelines-customize-chatbot) and [Customize the Chatbot](create-from-template#customize-the-chatbot) sections.
2. In the **Settings** tab, update the sender if required.
3. In the **Test** tab, test the chatbot.
4. To use the chatbot in a live environment, select **Activate**.

## Import a template into an existing chatbot [#import-template-in-chatbot]

Use this section when you want to import a template into an existing chatbot.

Note
You can import only custom templates into a chatbot You can import only templates that use the same channel as the chatbot Example In a WhatsApp chatbot you can import only WhatsApp templates.

### What is imported [#import-template-in-chatbot-what-is-imported]

The following are imported from the template.

- Dialogs and dialog groups, which include the chatbot elements The default dialog from the template is imported as a regular dialog into the chatbot.
- Intents
- Attributes
- NER attributes and custom data types
- Keywords and synonyms
- Chatbot settings

The imported chatbot building blocks have the template name as the suffix This suffix helps you identify which building blocks are from your chatbot and which ones are from the template.

Example When you import the *Products* template into the *Chatbot triage* chatbot, the imported dialogs have the *_Products* suffix.

### Import the template [#import-template-in-chatbot-import]

1. In your chatbot, select the **Add from library** icon.
2. Hover over the template that you want to add and select **Add**.

    All dialogs from the template are added to your chatbot as a new dialog group.
3. Continue to configure the chatbot.

### Next steps [#import-template-in-chatbot-next-steps]

1. For the imported chatbot building blocks, make the changes that are required for your use case Refer to the [Guidelines and best practices](#guidelines-customize-chatbot) and [Customize the Chatbot](#customize-the-chatbot) sections.
2. Rename the imported dialogs if required.
3. If the imported default intent does not have any training phrases, do one of the following.
    - Add training phrases to the intent.
    - Delete the intent.
4. In the **Settings** tab, update the sender if required.
5. In the **Test** tab, test the chatbot.
6. To use the chatbot in a live environment, select **Activate**.

## Customize the Chatbot  [#customize-the-chatbot]

Templates contain sample content, configuration, and integration If you want to create a chatbot from a template and use it in a live environment, you must customize the sample content in the chatbot and use content that is required for your use case.
  
This section shows some common ways in which you can customize a chatbot.
  
Note
The customization examples in this section are only for reference When you create a chatbot from a template, you will need to make changes that are suitable for your use case You do not need to make all of the changes that are suggested in this section This section does not show a complete list of the changes that you can make to the chatbot Depending on your use case, you will need to make additional changes.

In this section, we will customize the **Advanced Customer Service** template to create a chatbot for Infobip users.
  
After we [create a chatbot](https://www.infobip.com/docs/create-from-template#create-the-chatbot) from a template, we will do the following:
  
### Rename the Chatbot [#rename-the-chatbot-customize-the-chatbot]

When you create a chatbot from a template, the name of the new chatbot is similar to the name of the template.
  
Rename the chatbot such that it reflects your use case and business.
  
In this example, we will rename **Duplicate of** **Advanced Customer Service** to**Customer Service - Infobip**.

### Modify Text Content [#modify-text-content-customize-the-chatbot]

In the template, the elements contain sample text Change the text to suit your use case, business, and communication style.
  
Example:

- In the **Default** dialog > **Text** element, update the welcome message to represent your business.  
- In the **Menu** dialog > **List** element, update the text to match the communication style of your business.  
- In other dialogs, add information that is relevant to your use case Example Update the Text element in the FAQs.  

### Update Menu Items [#update-menu-items-customize-the-chatbot]

Menus in the templates contain sample menu items Update these menus to meet your use case.
  
In this example, we will change the menu item 'Products' to 'SaaS Products'.
  
Note
If you add or modify an element, you need to add or modify other associated elements, if applicable Test all changes in the simulator You can also test an activated chatbot over a live channel.

### Modify Configuration for Call API [#modify-configuration-for-call-api-customize-the-chatbot]

In this example, we will update the **API** element to connect to a third-party service.
  
The changes in this example are only for reference and are not for a live connection You must customize the API element to meet the requirements of your use case and the API to which you want to connect.
  
Attributes that manage input and output information are important because they transfer information to and from the third-party system So, configure all relevant attributes correctly.
  
APIs need specific inputs and produce specific outputs So, most of the configuration, data preparation, and data manipulation is done in **Code** elements.
  
In the template and in this example, we use placeholders {{placeholder}} in API elements If you do not want to use placeholders, you can directly enter your API URL, variables, and other data that you need for API configuration.
  
In the **Booking** dialog, we do the following.
  
#### Configure the Request [#configure-the-request-customize-the-chatbot]

1. In this example, we will create a new attribute 'base_url' in the **Attributes** tab, and delete the 'mock_server_url' attribute.
		We create this new attribute only as an example of the changes that you can make You do not necessarily need to create new attributes and can use the ones in the template instead.
2. In the first **Code** element, change the base URL and path Also, because we created a new attribute, we need to update the attribute name as well.
3. In the **API** element > **Request** tab, you can configure the following items.
		- Method
		- URL
		- Content type
		- Request headers
		- Request body

In this example, we will make the following changes:

- In the **URL** field, change 'mock_server_url' to 'base_url' by using the placeholder {}  
- The API elements in templates use echo API that contain sample request headers So, instead of modifying header values, we will remove the existing headers and add new ones In the **Headers** section, remove all existing request headers Add an Authorization header with the authentication token  
- You might need to modify existing parameters to meet the requirements of the third-party API In this example, the third-party API uses the booking_date parameter So, in the **Body** section > key-value fields, change 'date' parameter to 'booking_date' You can change this change either by using the editor or the key-value pairs  

All changes for the input data are done through the 'date' attribute The 'date' attribute is managed in the **Code** element, which is before the **API** element.
  
#### Configure the Response [#configure-the-response-customize-the-chatbot]

In the **API** element > **Response** tab, you can do the following.

- Save response code
- Save response header attributes
- Save response body
- Set an API timeout

In this example, we will not remove anything We will add the option to save the **Response code** to the 'response_code' attribute and add a timeout.

1. In the **Attributes** tab, create a new attribute, response_code.
2. In the **Response code**field, choose the attribute, response_code.
3. In the **Timeout** field, choose 5 seconds.

### Add a Dialog [#add-a-dialog-customize-the-chatbot]

If you add a new dialog, you need to create or modify associated elements.
  
In this example, we will add an FAQ dialog to show the working hours of the business.

1. To create the 'Working hours' dialog, do one of the following:
    - Create a new dialog Create a new dialog and configure it from scratch.  
    - Duplicate an existing dialog Because the chatbot already contains FAQ dialogs, you can reuse the structure of these dialogs Duplicate an existing dialog and make minor changes to create a new FAQ dialog.  
2. To keep the dialogs organized, move the new 'Working hours' dialog to the **FAQ** dialog group.
3. Integrate the new dialog with the rest of the chatbot.
		1. In the **Default** group > **FAQs** dialog, which contains the FAQ menu, we need to add an option for the new FAQ In the **List** element, add a new list item, Working hours.
		2. In the 'Working hours' list element, define the payload, Work hours, to pass to the **User response** element.
		3. In the **Keywords** tab, create a new keyword, Working hours, and add synonyms to it Make sure that you add the payload, which you created in the earlier step.
		4. To direct the flow to the new dialog, in the **FAQs** dialog > **User response** element, add the new keyword.
		5. Add the **To dialog**element Choose the new dialog, Working hours.

### Delete a Dialog [#delete-a-dialog-customize-the-chatbot]

Delete the dialogs that you do not need.
  
Example:

- If you do not want a specific functionality in your chatbot.
- If you do have a use case for the dialog.
- If you do not want to reuse the dialog for a different use case.

If you delete a dialog, you need to delete or modify associated elements.
  
In this example, we will delete the **Press/News** dialog.

1. In the **FAQs** dialog group, delete the **Press/News** dialog.  
			
		When you remove a dialog, there is a warning that this action cannot be reverted.  
2. When you remove a dialog, make sure that its reference is removed from other places so that end users are not stuck in a dead end Do the following.
	1. In the **Default** dialog group > **FAQs** dialog > **List** element, delete the **Press/News** list item.
	2. In the **User response** element, delete the keyword, **Press and news**.
Note
Test all changes in the simulator Make changes until the chatbot works as expected You can also test an activated chatbot over a live channel You can explore chatbot templates in your Infobip account.

### Guidelines and Best Practices [#guidelines-customize-chatbot]

The following guidelines are specific to customizing the template to use in a live environment For information about designing the chatbot flow, using entry points, and designing conversations, refer to the [chatbot guidelines](https://www.infobip.com/docs/design-guidelines) section.

- Rename the chatbot.
- Customize the content to suit your use case and business Example In the Welcome message, mention your business name In menu items, add products and services that are relevant to your business.
- Any changes that you make must fit into the existing configuration.
    - If you add or modify an element, make sure that it is similar to the existing elements Example In a List element, if existing list items have icons, add icons to new list items as well.
    - If you add or modify an element, add or modify other associated elements, if applicable Example If you add a list item to a List element, create a new branch for that item in the User response element, and create an associated dialog.
    - If you delete an element or a field within an element, modify or delete other associated elements, if applicable The associated elements could be in other dialogs Example If you delete a list item in a List element, delete the associated branch in the User response element, and delete the associated dialog.
    - If you delete a dialog, either modify or delete all references to the dialog Example If there are menu items in other dialogs that direct the flow to the deleted dialog, either delete those menu items or redirect the flow to a different dialog.
- If you change the chatbot language, modify the content in the Dialogs tab to match the new language.
- Test all changes in the simulator Make changes until the chatbot works as expected After you activate a chatbot, you can also test it over a live channel.

## Share a custom template between accounts [#share-custom-template]

If you have subaccounts in your main Infobip account, you can share custom templates from the main account to the subaccounts Thus, you can reuse a template across multiple accounts instead of recreating the template in each account.

### Guidelines

- **Share a template** Only the main account can share custom templates.  
- **Delete a template** Only the main account can delete shared custom templates.
  
### Share a custom template [#custom-template-share]

This section is applicable only for templates that are not shared.

Follow these steps to start sharing.

1. On the Infobip Infobip web interface, go to **Answers** > **Chatbots** > **Templates** tab > **Custom** tab.
  
2. On the required template, select **Preview**.
  
3. In the **About template** tab > **Access** section, select **Share template**.

4. Select one or more subaccounts with which you want to share the template.

5. Select **Share**.  

The template is now shared with the selected subaccounts The template has an indicator that shows that it is shared The template is also listed in the **Shared** tab.

### Add or remove sharing from a template [#custom-template-add-remove-sharing]

This section is applicable for templates that are shared with one or more subaccounts.

Follow these steps to add or remove sharing from a template.

1. On the Infobip Infobip web interface, go to **Answers** > **Chatbots** > **Templates** tab > **Custom** tab.
  
2. On the required template, select **Preview**.
  
3. In the **About template** tab > **Access** section, select **Manage access**.

5. Do the following.
  
	- To remove a subaccount, select the _x_ mark next to the subaccount.
	- To add a subaccount, select the subaccount from the list.

6. Select **Done**.  

### View sharing information for a template [#custom-template-view-sharing]

All shared templates are present in the **Shared** tab To view the sharing information for a template, do the following.

1. On the Infobip Infobip web interface, go to **Answers** > **Chatbots** > **Templates** tab > **Shared** tab.
  
2. On the required template, select **Preview**.
  
3. In the **About template** tab > **Access** section, you can view the accounts with which the template is shared.

## Edit the details of a custom template

1. On the Infobip web interface, go to **Answers** > **Chatbots** > **Templates** tab > **Custom** tab.
3. Hover over a template and select **Preview**.
3. Go to the **About template** tab.
4. Edit the fields in the template.
5. Select **Save** for each field that you edit.

## Delete a custom template

Note
You can delete only custom templates You cannot delete predefined templates.

1. On the Infobip web interface, go to **Answers** > **Chatbots** > **Templates** tab > **Custom** tab.
2. Do one of the following.

	- From the Templates page Hover over the template that you want to delete and select **Delete**.
	- From within a template In the template that you want to delete, select **Delete**.

## Audit logs

For information about the template events that you can view in audit logs, refer to the [Audit log](https://www.infobip.com/docs/essentials/manage-my-account/account-settings#audit-log) documentation.