Creating and managing structured message templates for AI agents


You can create structured message templates and insert them in conversation flows for AI agents. There are three types of structured message templates, which can be used to do the following:


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The functionality described in this article is being rolled
out to all Suite and Support plans from May 11 through June 12, 2026. You may not
see this functionality in your account yet. See this announcement for details.


This article applies only to AI agents connected to a messaging channel.
You can create structured message templates and insert them in conversation flows for AI
agents. There are three types of structured message templates, which can be used to do
the following:


Forms: Collect a predefined set of information from a customer.

Webviews: Present an external website to the customer within the Web Widget.

Custom: Templates that are designed to meet your business needs.

This article contains the following topics:

Creating a structured message template
Adding a structured message template in a dialogue
Viewing all structured message templates
Editing a structured message template
Deleting a structured message template

Related article:


Using templates to create conversation flows for
AI agents




Creating a structured message template

You can create three types of structured message templates:

Form templates
Webview templates
Custom (JSON)
templates



Creating a form template

Form templates are useful for presenting a customer with a set of predefined
fields that you want them to fill out, such as their contact information.
To create a form template


In the AI agents workspace, select the AI agent you want to work
with.
Click
Settings in the sidebar, then select CRM integration.
Select the Templates tab.
Click Create your first template or, if you’ve created a template
before, Create template.
Select Forms. The form template configuration page
appears.


In Template name, enter a name for the template. The name can't
have spaces or any special characters other than hyphens (-) and
underscores (_). This name appears in the list of structured message
templates and is the shorthand you’ll use to add the template in a
dialogue.

(Optional) In Description, enter a brief description of the
template, such as its intended purpose.
Select Block messaging input if you want to prevent the customer
from continuing the conversation until they’ve filled out the form.
Under Input Field, in Message type, select the type of
information you want to collect from the user: Email,
Text, or Select (which allows customers to select from
options you define). All fields in this section are limited to 130
characters.

In Name, enter the name of the variable that will be created
based on this input field.
In Label, enter the name of the field that will be shown to the
customer in the widget.
If you selected a message type of Select, click Add option and
fill out the following fields:

Option name: Enter the name of the variable that will be
created based on this option selection.

Option label: Enter the name of the option that will be
shown to the customer in the form. Repeat this step for any
additional options you want to present to the customer.


(Optional) Click Add field to add additional fields to the
form. For the best user experience, keep the number of fields to
five or fewer.


Click Create.





Creating a webview template

Webview templates are useful for presenting an external website to the customer
within the Web Widget so that they don’t have to leave the conversation.
Note: Webview templates can be used to direct customers to a
single website, with one fallback website available. To create a dynamic
webview where the website the customer is directed to is based on collected
parameters, use the Add a webview CRM action instead.


To create a webview template


In the AI agents workspace, select the AI agent you want to work
with.
Click
Settings in the sidebar, then select CRM integration.
Select the Templates tab.
Click Create your first template or, if you’ve created a template
before, Create template.
Select Webview. The webview template configuration page
appears.


In Template name, enter a name for the template. The name
cannot have spaces or any special characters other than hyphens (-)
and underscores (_). This name appears in the list of structured
message templates and is the shorthand you’ll use to add the template in a
dialogue.

(Optional) In Description, enter a brief description of the
template, such as its intended purpose.
In Message text, enter the message your AI agent will show above
the button. For example, if you're creating a webview to present
product information to the customer from your website, the message
text might say, "You can check out our product page to learn more
about this camera model."

In Button text, enter the text that appears as the label on the
button. For example: "View product details"

In URL, enter the URL that opens when the customer clicks the
button. This URL must allow loading in an iframe.

In Fallback URL, enter a backup URL. Channels that don’t
support webviews open the fallback URL instead.

(Optional) Click Optional fields to show the following additional
configuration options:

Size: Select the size of the displayed webpage within the
Web Widget. Available options are Compact, Tall,
or Full.

Default: Select this toggle to make this the default
action.

Automatically open webview: Select this toggle to
automatically open the webview when this template is triggered.

Add field: Click to add field to capture metadata based
on this template. Fill out the Metadata and Value
fields. Repeat as needed to add additional fields.


Click Create.





Creating a custom (JSON) template

Custom templates are useful for presenting carousels, lists of content, NPS
ratings, or location-based messages.
To create a custom (JSON) template


In the AI agents workspace, select the AI agent you want to work
with.
Click
Settings in the sidebar, then select CRM integration.
Select the Templates tab.
Click Create your first template or, if you’ve created a template
before, Create template.
Select Custom (JSON). The custom template configuration page
appears.


In Template name, enter a name for the template. The name
cannot have spaces or any special characters other than hyphens (-)
and underscores (_). This name appears in the list of structured
message templates and is the shorthand you’ll use to add the template in a
dialogue.

(Optional) In Description, enter a brief description of the
template, such as its intended purpose.
In the code field, enter the JSON for the custom template you want to
create. For help, see Template
messages.

Click Create.






Adding a structured message template in a dialogue

After you create a structured message
template, you have to add it in a dialogue so that it’s presented to a
customer at the appropriate time during a conversation with an AI agent.
To add a structured message template in a dialogue


In the AI agents workspace, select the AI agent you want to work
with.
Click
Settings in the sidebar, then select CRM integration.
Select the Templates tab.
Find the template you want to add and click the entry in the Shorthand
column.
The template shorthand is
copied to your clipboard.

Open the dialogue you want to add
the template to.
Select the AI agent message block where you want the AI agent to present the
template to the customer.
Paste the template shorthand you copied earlier.






Viewing all structured message templates

You can view a list of all structured message templates you’ve created.
To view all structured message templates



In the AI agents workspace, select the AI agent you want to work
with.
Click
Settings in the sidebar, then select CRM integration.
Select the Templates tab. The Templates page opens.

From this page, you can see
a list of all structured message templates, with information shown in the
following columns:

Details: The name of the template.

Shorthand: Click to copy the text you should enter when you
add the template
in a dialogue.

Type: The type of structured message template (form, webview,
or custom).

Created by: The user who created the template.

Last modified by: The date the template was last updated.








Editing a structured message template

After you create a structured message template, you can edit it at any time.
To edit a structured message template



In the list of structured
message templates, find the template you want to edit.
Click the options menu ( ) and select View information. The
template configuration page opens.

Edit the template as needed. For help, see Creating a structured message template.

Click Save.





Deleting a structured message template

If you no longer need a structured message template, you can delete it.
To delete a structured message template



In the list of structured
message templates, find the template you want to delete.
Click the options menu ( ) and select Delete. A confirmation
dialog appears.


Click Delete.




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