On this page
Switching template replaces your entire configuration with a different one: profile, categories, fields, intake questions, matching dimensions, qualification rules, the facts your bot may tell leads, the offers on a missed rule, and sample records. Your business name goes back to your workspace name, and your assistant's name and introduction to the new template's. It is not a merge and there is no undo; the switch is recorded in the Activity log. The new template suggests which of its rules are hard, but it decides nothing, so after a switch you start again on the rules step: you choose Hard or Negotiable for each rule, see each number on its card before the bot may state it, and, if your safety profile is Medical or Home safety, tick its emergency message again. Nothing you confirmed under the old template carries over, because the rules it confirmed are gone.
That is why the option withdraws itself rather than warning you.
When you can switch
While all three are true:
- Setup is not finished. Once you press Finish setup at the end of Quick start, the configuration is yours rather than the template's.
- You have no real leads. Playground conversations do not count — they are simulated, and that distinction is enforced everywhere in the product.
- You have not added your own records. The template's samples do not count.
Switch template is a tile under Fine-tune on the last step of Quick start (the Done step). It is offered only while all three are true and simply is not there once one stops being true, so if you cannot find it, ask which of the three has changed: having real leads and having added your own records are different situations with different fixes. Press the tile, then Choose a different industry, Switch to this on the one you want, and Replace it in the confirmation. After a switch you are taken back to Your rules.
A workspace that started from scratch, or from an AI draft, sees the same list while it is still allowed, with Set up with this. Picking one replaces what you built.
When you cannot
Nothing is lost, and nothing is stuck. Everything a template writes is editable on the configuration pages, one screen per thing:
| To change | Go to |
|---|---|
| Labels and what you do | Business setup → Profile (the Business profile page) |
| Tags on both sides | Business setup → Categories |
| What you store about your records | Business setup → your records' fields (for example "Itinerary fields") |
| What the bot asks | Business setup → What your bot finds out |
| What is compared, and how much it counts | Business setup → Matching |
| Which rules are hard, and how many hard misses turn a lead away | Business setup → Rules |
| What the bot may tell leads | Business setup → What your bot may tell leads |
| How hard it sells, and what it may offer | Business setup → Selling, and each rule on Rules |
Switching template is a shortcut for "I picked the wrong starting point in my first hour", not a maintenance tool. Reaching for it later usually means one of the pages above is the thing you actually wanted.
What a switch does not touch
Your team, your connected channels, your plan, your settings (notification addresses and the choice of what happens to a turned-away conversation included), your answers on your bot's to-do, and your currency and time zone all survive a switch. It replaces the configuration that describes your business, not the workspace around it.