Playbooks Library

The platform ships with 24 production-ready templates organized by industry. Each one is a fully-configured Finn — voice, identity, behavior, tasks, post-call fields — that you can clone in one click and customize from there.

The fastest way to start. Browsing a blank Create New Finn screen is intimidating. Picking a template that matches your use case and tweaking it is 10x faster than building from scratch. This page lists every template, what it does, and what to change after you clone it.

How to use a template

1. Sidebar → Create New Finn → Browse Templates.
2. Filter by industry (top of the gallery) or scroll the full list.
3. Click any template to see the description + listen to a voice sample.
4. Click Use This Template to create a copy in your account.
5. Customize the name, identity, knowledge base, and post-call fields.
6. Test on yourself before deploying.

Every template includes:

• Pre-set voice + personality matched to the use case
• Recommended Identity, Style, and Guardrails fields
• A starter knowledge base (where applicable)
• Suggested tasks (calendar booking, transfer, CRM update)
• Pre-defined post-call analysis fields

Real Estate

Lead Qualification — Seller (Jessica)

For real estate teams that need to gather information from homeowners considering selling or renting.

What Jessica does: asks about the property, the owner's selling/renting timeline, motivations, and any prior agent relationships. Builds a profile for your team to act on.

After cloning, customize:

• Replace [Brokerage Name] in the identity field
• Update the service area (zip codes you cover)
• Adjust qualifying criteria for your inventory range

Lead Qualification — Buyer (Paul)

For real estate teams that need to qualify buyer-side inquiries fast.

What Paul does: engages potential buyers, gauges readiness (financing pre-approval, urgency, geography), books showings.

After cloning, customize:

• Add your brokerage's standard pre-approval requirements
• Update the geographic markets you serve
• Connect your team's calendar for showing bookings

Property Reconnector (Alex)

For re-engaging cold leads who showed interest months ago but never converted.

What Alex does: warm, low-pressure outreach. Asks if circumstances have changed, what's still on their mind, whether to drop them or keep nurturing.

After cloning, customize:

• Adjust the "time since last contact" framing
• Add any new offerings to mention
• Set the "drop from list" criterion based on responses

Sales Appointment Scheduler (Allen)

For booking property tours and consultations with interested buyers.

What Allen does: confirms intent, finds a calendar slot, sends confirmation, handles reschedules.

After cloning, customize:

• Connect your team's calendar (Google or Outlook)
• Set tour-length defaults (typically 30-60 min)
• Add any required pre-tour disclosures

Mortgage

Mortgage Receptionist (Michael)

24/7 receptionist for mortgage lenders. Handles loan inquiries, status checks, and routes complex applications to loan officers.

What Michael does: answers basic loan-type questions, captures lead info, routes urgent calls to a human.

After cloning, customize:

• Update loan products you offer
• Add current rate ranges (or "we'll have a loan officer call back with rates")
• Configure the transfer destination for active applications

Mortgage Lead Qualifier (Emma)

Calls inbound mortgage inquiries to qualify and route to a loan officer.

What Emma does: verifies the property details, gathers loan-purpose info (purchase / refi / cash-out), checks rough creditworthiness markers.

After cloning, customize:

• Add your minimum qualifying criteria (credit, LTV thresholds)
• Configure CRM write-back for qualified leads
• Set up calendar booking for follow-up with loan officers

Insurance

Customer Support (Sophie)

General insurance customer support for policy questions, status checks, and claims inquiries.

What Sophie does: answers basic policy questions, looks up policy status (via live webhook integration), captures requests requiring human follow-up.

After cloning, customize:

• Connect your policy lookup webhook
• Upload your policy FAQ documents to the knowledge base
• Define escalation criteria (claims-related calls to claims team)

Claims Receptionist (Beto)

Specifically for handling claims intake and follow-up calls.

What Beto does: captures claim details (date of loss, type of damage, contact preferences), schedules adjusters, provides claim status updates.

After cloning, customize:

• Upload your claims intake form structure
• Connect your claims system via webhook for live status lookup
• Set up calendar booking for adjuster appointments

Policy Renewal & Upselling (PolicyPro)

Outbound calls to existing policyholders approaching renewal.

What PolicyPro does: confirms renewal intent, surfaces optional add-ons (umbrella, riders), books a call with an agent for major changes.

After cloning, customize:

• Pull renewal lists from your policy admin system
• Add your current cross-sell offerings
• Set up CRM updates for renewal commitments

Healthcare

Healthcare Receptionist (Jessica)

24/7 medical practice receptionist.

What Jessica does: books appointments, handles cancellations/reschedules, answers basic insurance and office questions, routes clinical calls to nurses.

After cloning, customize:

• Connect your scheduling system (Google Calendar or EHR integration)
• Upload accepted-insurance list and FAQ docs
• Configure escalation to on-call nurse line
• Add HIPAA-appropriate guardrails

Patient Intake Specialist (Dr. Assist)

Pre-visit patient intake — collects symptoms, history, demographics before the appointment.

What Dr. Assist does: walks patients through intake questions, captures symptoms in structured format, flags urgent cases.

After cloning, customize:

• Tailor intake questions to your specialty
• Set urgent-symptom triggers for immediate escalation
• Configure write-back to your EHR via webhook
• Ensure HIPAA-compliant call recording (Enterprise + BAA)

Automotive

Customer Support (Samantha — Dealership)

Service department customer support for car dealerships.

What Samantha does: schedules service appointments, answers questions about loaners, provides service status updates.

After cloning, customize:

• Connect your DMS (Dealer Management System) for live service-status lookup
• Upload service menu (pricing for common services if you want it answered)
• Set escalation to service advisor for warranty/complaint calls

Service Reminder (ServiceBot)

Outbound reminder calls for upcoming maintenance.

What ServiceBot does: reminds customers about due maintenance, schedules service appointments, handles reschedules.

After cloning, customize:

• Sync your customer service-history list (typically from DMS)
• Adjust messaging for different service types (oil change, brake service, recall)
• Connect calendar for booking

Recruitment

Recruiting Appointment Scheduler (Drew)

Schedules interviews between candidates and hiring managers.

What Drew does: coordinates schedules across candidate + hiring manager calendars, sends confirmations, handles reschedules.

After cloning, customize:

• Connect hiring manager calendars
• Add your standard interview formats (30-min phone, 60-min video, on-site, etc)
• Configure ATS update via webhook

Interview Scheduler (Beatrice)

Similar to Drew but specialized for high-volume scheduling.

What Beatrice does: coordinates many candidates against a single hiring panel's calendars, handles bulk rescheduling, sends prep materials.

After cloning, customize:

• Add interview prep info to knowledge base (dress code, what to bring, parking)
• Configure batch scheduling for assessment days
• Set up confirmation SMS

Talent Scout (Scout)

Outbound recruiting calls to passive candidates.

What Scout does: initial outreach for a specific role, gauges interest, schedules a follow-up if interested.

After cloning, customize:

• Update with the specific role + value props
• Add your typical recruiter calendar availability
• Configure CRM update for interested candidates

Hospitality

Restaurant Appointment Scheduler (Laura)

Reservation booking for restaurants and fine-dining establishments.

What Laura does: books reservations, manages waitlists, handles special requests (allergies, occasions, dietary needs).

After cloning, customize:

• Connect your reservation system (OpenTable, Resy, custom)
• Upload menu + special-request handling notes
• Configure SMS confirmations

Event Demand Generator (Riley)

Outbound calls to promote events, fill seats, manage RSVPs.

What Riley does: describes an upcoming event, gauges interest, captures RSVPs, handles ticket questions.

After cloning, customize:

• Update event details (date, location, headliners, pricing)
• Connect to ticketing platform for live availability
• Configure follow-up SMS with ticket purchase links

Education

College Receptionist (Brian)

24/7 receptionist for colleges, universities, K-12 schools.

What Brian does: answers admissions questions, routes calls to relevant departments, books campus tours, handles general inquiries.

After cloning, customize:

• Upload current academic year info (start dates, application deadlines)
• Configure transfer destinations (admissions, financial aid, specific departments)
• Add accessibility info for campus tours

Enrollment Advisor (Advisor)

Calls prospective students through the enrollment funnel.

What Advisor does: answers program-specific questions, books advising calls, captures status of application materials, sends checklists.

After cloning, customize:

• Add program-specific info to knowledge base
• Connect calendar for advisor bookings
• Configure CRM update for enrollment stage progression

Solar / Utility

Utility Scout (Scout)

Outbound for utility / solar consultations.

What Scout does: screens for fit (homeowner, roof condition, energy bill range), books an in-home or virtual consultation.

After cloning, customize:

• Update qualification criteria (roof age, ownership, monthly bill ranges)
• Connect to your sales rep calendar
• Add state-specific incentive information

Retail

Retail Customer Service (ShopBot)

General retail customer support for ecommerce or brick-and-mortar.

What ShopBot does: answers order-status questions (via live webhook lookup), handles returns/exchanges, provides product info, transfers complex issues.

After cloning, customize:

• Connect to your order management system via webhook
• Upload product catalog + return policy
• Set up SMS confirmations for return labels

Special Offers & Promo Up-Sell (Arthur)

Outbound for promoting time-limited offers and upselling existing customers.

What Arthur does: presents the offer in a non-pushy way, handles objections, completes the purchase or schedules a follow-up.

After cloning, customize:

• Update with current offers (price, expiration)
• Add your existing-customer list as the audience
• Configure CRM update for acceptance/decline

Appointment Reminder (RemindBot)

Generic appointment reminder Finn (industry-agnostic version of the healthcare reminder).

What RemindBot does: confirms appointments, handles rescheduling, manages cancellations.

After cloning, customize:

• Connect your scheduling system
• Update with your business name + appointment types
• Adjust call timing (typically 24 hours before)

Tips for customizing any template

Always personalize the Identity field

Templates use placeholder names like [Business Name] or [Brokerage]. Search-and-replace before launching.

Add knowledge base content

Templates ship with minimal knowledge. Upload your FAQ, services list, policy docs, etc. before deploying.

Test on yourself

Every template is tested at our end, but your specific configuration needs validation. Test on Call yourself with realistic scenarios before pointing it at real customers.

Customize post-call fields

Templates include sensible defaults. Add fields specific to your business goals (e.g. tracking which sales rep gets routed which call).

Iterate on the Welcome Message

The opening line drives answer rates more than any other single setting. Tune it specifically for your audience.

Building a new template from scratch

If none of the 24 fits, build your own:

1. Create New Finn → Start from blank (instead of Browse Templates).
2. Define Identity, Voice, Behavior, Tasks, Post-Call Fields.
3. Test thoroughly.
4. Once stable, you can save your Finn as a private template (Settings → Templates → Save as Template) for re-use across your team.

Custom templates aren't shared with other accounts by default. Enterprise accounts can request to have a template promoted to the public gallery.

Requesting new templates

If you have a use case that would benefit from a new public template, email support@hirefinn.ai with:

• Industry
• Specific use case (e.g. "claims first-notice-of-loss intake")
• What the Finn should do
• Any specific compliance considerations

Popular requests get added to the public gallery within 2-4 weeks.

Next

• Voice & Personality Gallery → — additional non-industry-specific example configs.
• Creating a Finn → — full guide for building from scratch.
• Browse all 46 playbooks → — ready-to-deploy voice agent templates.