When you create a new workflow, the editor opens to a template selector before the canvas. Templates are pre-built starting points for the most common workflow use cases. Choose one to start from a structure you can customize, or select Blank to build from scratch.
Templates are a starting point
Every template is fully editable after you select it. Customize the steps, messages, and conditions to match your specific needs before connecting the workflow to a trigger.
Available Templates
First-message disclosure
The template uses an If step to check which Channel the Conversation is coming from, then sends a channel-specific Say step with a pre-written disclosure message. A second Say step handles any channel not matched by the first condition. Customize the channel conditions and message text to match your disclosure requirements.
When to use First-message disclosure
Use this when you need to send a required message at the start of every conversation before your Gladly Agent responds — for example, an SMS opt-in notice, a regulatory disclosure, or an acknowledgment that the customer is speaking with an AI.
Collect info before handoff
The template uses an Ask step to collect the customer's name and a brief description of their issue, then ends with a Stop that hands off to a human agent. The Ask step includes two required output variables — name and issue — which are passed along to the team member at handoff. Add additional variables to collect more information, or adjust the prompt to match what your team needs.
When to use Collect info before handoff
Use this when your Gladly Agent hands off to a team member and you want that team member to have key context before they take over — such as the customer's name and a description of their issue.
Spam routing rules
The template uses three If conditions to filter different types of unwanted email. The first uses an Expression to check whether the sender address contains a specific domain, and closes the session if it matches. The second uses an AI judge to evaluate whether the email is a newsletter, marketing material, or automated notification that doesn't require a reply, and closes the session if true. The third uses an AI judge to check whether the email is from an investor, board member, or related to fundraising, and hands off to a human agent if true. Adjust the domain in the first condition and the AI judge prompts to match the categories you want to filter.
When to use Spam routing rules
Use this when your team receives inbound emails from known senders, mailing lists, automated systems, or other sources that don't require a response — and you want to close those conversations automatically without routing them to your team.
Route to guide
The template uses two If conditions. The first uses an Expression to check the customer's entry point and route them to a specific Guide. The second uses an AI judge to evaluate the customer's intent — for example, "Is the customer asking about billing, invoices, or payment?" — and routes them to a matching Guide. Each condition ends with a Stop set to Go to Agent/Guide. Add more If conditions for each topic or entry point you want to route, and connect each Stop to the appropriate Guide.
When to use Route to guide
Use this when you have multiple Guides set up for different topics or customer types and want to direct customers to the right one automatically, based on their entry point or what they're asking about.
Block after-hours handoff
The template uses a Use step to call the Get Business Hours Status action, which checks whether your organization is currently within its configured business hours. An If step then evaluates the result: if business hours are closed, a Say step sends a message letting the customer know the team is offline, and a Stop closes the session. If business hours are open, the workflow completes without intervening and the handoff proceeds normally. Update the business hours schedule in the Use step to match your organization's configuration, and customize the offline message in the Say step.
When to use Block after-hours handoff
Use this when your Gladly Agent sometimes hands off to a team member, but you don't want handoffs to go through outside of business hours — for example, when your team is offline and there's no one available to receive the conversation.
