> ## Documentation Index
> Fetch the complete documentation index at: https://docs.protodesk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Choose a workflow template

> Compare the eight workflow templates and configure the values each one needs before publishing.

Templates give you a starting workflow that you can inspect and change before publishing.

Open **Evelin AI → Automations → Templates**, or browse the horizontally scrollable **Featured templates** cards in **Workflows**. Select a card to see its workflow preview, then choose **Use template**.

Choosing a template opens a new editable workflow. It does not publish it automatically.

## Available templates

| Template | What it does | Review before publishing |
| - | - | - |
| **Prepare context for new messages** | Generates an internal conversation brief from available knowledge. | Review knowledge readiness and credit usage. |
| **Triage incoming messages** | Prepares context and suggests priority, team, and labels. | Suggestions do not update ticket properties. |
| **Investigate high-priority conversations** | Checks priority, then prepares context and triage for matches. | Select the intended priority from your workspace in **If / else**. |
| **Prepare a reply for review** | Prepares context and drafts a reply. | A teammate must review and send the reply. |
| **Triage unassigned conversations** | Prepares context and triage only when no teammate owns the conversation. | It suggests routing; it does not assign an owner. |
| **Pause before triaging** | Waits one minute, then prepares context and triage. | Adjust **Wait for**. Every incoming message starts its own run; messages are not combined into one run. |
| **Route unassigned conversations** | Routes conversations without an assigned teammate to a team. | Choose the destination team in **Assign ticket**. This does not select an individual teammate. |
| **Label incoming conversations** | Adds the labels you choose when a customer message arrives. | Select labels in **Update labels**. Add conditions if only some conversations should receive them. |

## Use a template safely

1. Review its **Start** event and each condition.
2. Choose workspace-specific priorities, teams, or labels wherever required.
3. Open **More workflow actions → Test workflow** and preview a representative conversation.
4. Select **Save as draft** or **Publish**.
5. Review the first real run in **Activity**.

Publishing multiple message-triggered templates can run multiple AI steps for the same message. Check existing workflows before adding another context or triage workflow.

New workspaces may already have the context starter published. [Learn how the default starter works](/guides/configure-ai-automation#the-starter-in-new-workspaces).


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