An Industry Pack is a calibrated bundle of everything an agent needs to operate in one specific business vertical: scenario templates with their slots and steps, goal templates, intent routes, prompt fragments, plugin requirements, and voice-tone samples. Picking a pack at project creation gets you most of the way to a working agent — you only edit the bits that are specific to your business.
What ships today
Eight packs ship in production today:
Restaurants — book a table, modify or cancel an existing reservation, answer questions about the menu, hours and location, hand off to a human for events and complaints.
Sales & e-commerce — qualify product inquiries, answer questions from your indexed catalogue, capture qualified leads and order intent. Works for B2B parts catalogues, furniture, electronics, industrial supply.
Real estate — handle inbound portal leads, qualify buyer or tenant intent (budget, location, timeline), book viewings, take listing inquiries from owners.
Beauty & wellness (
salon) — book the right service with the right specialist, modify or cancel, one soft upsell, FAQ, hand off to the front desk.Healthcare & clinics (
clinic) — book and reschedule appointments, prep instructions and clinic info grounded in your knowledge base, hard ban on medical advice, privacy-first defaults.Automotive — service bookings (vehicle identity + need), qualified test drives, sales lead intake without inventing stock or prices.
Logistics — driver/route confirmations, ETA and status capture, structured exception escalation with human handoff.
Government & public offices — answer questions about services and documents, route citizens to the right office, book appointments.
If none of the packs fit a hyper-specific use case, start from Sales or an empty scenario and shape it with the Copilot.
What a pack contains
A pack is not just a prompt. Each one ships with:
- Scenarios with the goal, the slot definitions, the slot-collection steps and the prompt fragments, in English and the other supported locales.
- Default goal templates seeded into your Project — the business outcomes the agent is graded against (success / real conversation / spam classification per call).
- Intent routes — how inbound calls map to the right scenario.
- Plugin types the scenario expects, marked required vs optional. The Connections tab prompts you to connect each one.
- Voice tone samples — sample utterances at each liveliness level that anchor the agent's register. The one you pick becomes the goal's tone.
When you apply a pack, all of this is materialised into your project as editable artefacts. You can change anything afterwards; the pack is a starting point, not a constraint.
Choosing a pack
The Copilot in onboarding proposes a pack based on what you describe. You can also pick one manually in the Connections tab — choose a pack and apply it.
If none of the packs fit (you have a hyper-specific use case), start from the Sales pack or an empty scenario and shape it with the Copilot. See Scenarios.
Updating to a new pack version
Packs are versioned, and your project is pinned to the version you applied. When we ship an improvement, your existing project does not auto-update — we do not want to change the behaviour of an agent that is already working for you.
Upgrading is an explicit step: you promote the project to the new pack version and review what changes, including which of your own customisations would be affected. Nothing changes silently. If you want help upgrading, reach out and we walk through it with you.
Customising a pack
The pack you apply is fully editable. The platform records what came from the pack and what came from you — scenarios and goals carry their origin, so when you ask the Copilot to adjust something, it knows whether it is editing your customisation or overriding a pack default. Anything you overrode can be reset back to the pack default in one click.
The most common customisations:
- Edit the prompt to match your brand voice
- Add or remove slots (e.g. "preferred specialist" for a salon, "VIN" for auto)
- Tighten the goal's success criteria or constraints
- Adjust the tone utterance and liveliness level