Some knowledge types include a pre-built template to help you start faster. Templates are useful when you know what information the agent needs, but you do not want to structure the page from scratch.

Where templates appear

Go to AI Agent → Knowledge Base → All Knowledge and choose Add on a knowledge item. If you choose Write Manually and that item has a template, the editor shows a Load template option.

Templates are not available for every knowledge item. If there is no template, you can still write the content manually.

Load a template

Select Load template to insert the template into the editor. If your current editor content is empty, it loads immediately.

If you already have text in the editor, Speako asks Replace current content? and explains that loading the template will replace your current content. Choose Load template to continue or Cancel to keep your draft.

Start blank instead

If a template does not fit your business, choose Start blank. This clears the editor so you can write from scratch.

💡 Tip: Templates are a starting point, not a requirement. The best Knowledge Base content is the version your customers actually need: accurate, specific, and easy to understand over the phone.

What to edit in a template

After loading a template, replace generic prompts with your real business details. Remove sections that do not apply. Add exceptions where customers might otherwise misunderstand.

For example, if a template includes a policies section, do not leave it vague. State the actual cancellation window, deposit rule, or no-show policy if those details are relevant to callers.

Save or publish

When you are adding a new item, choose Save. For existing configured knowledge, use Save Only if you want to keep the change as a draft, or Save & Publish if you want the agent to use it right away.

Before publishing a template-based entry, remove any placeholder wording. A template that still sounds generic is not ready for customers and may make the agent's answers feel vague.

The final version should sound like your business, not a sample document.