Templates

A template defines how Merlin behaves: greeting, tone, language and which instructions to follow.

Creating a template

1. Go to Templates in the dashboard
2. Click New template
3. Enter a name
4. Choose the language
5. Write the instructions

Writing instructions

Good instructions are:

• Short and clear - Use simple sentences
• Role-based - Give Merlin a clear role (e.g. "You are the receptionist of ...")
• Consistent - Avoid contradictory instructions

Assigning a template

Go to PIN Users and select the desired template per PIN. This way each employee can have a different behavior profile.

Knowledge base

In addition to instructions, you can upload documents via the Knowledge Base in Settings. Merlin creates a summary and uses it as context during conversations.