An Industry Pack is a calibrated bundle of everything an agent needs to operate in one specific business vertical: a scenario template, slot definitions, intercept handlers, plugin requirements, sample knowledge, and a list of business goals the agent should target. Picking a pack at project creation gets you 90% of the way to a working agent — you only edit the bits that are specific to your business.
What ships today
Three packs ship in production today:
Restaurants — book a table, modify or cancel an existing reservation, answer questions about the menu / hours / location, transfer to a human for events and complaints. Requires a Booking plugin (TheFork, OpenTable, SevenRooms, Resy, or a generic webhook). Optional SMS / email for confirmations.
Sales & e-commerce — qualify product inquiries, answer technical specs from your indexed catalogue, quote live prices and stock, compare products, place orders (with an Ecommerce plugin) or capture qualified 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 on agent calendars, take listing inquiries from owners, handle valuation requests. Multilingual out of the box.
Four packs are on the near-term roadmap:
- Healthcare & clinics — appointment booking and reminders with prep instructions.
- Beauty & wellness — service-aware booking with the right specialist.
- Automotive — service bookings, test drives, lead intake.
- Logistics — outbound driver confirmations, ETA updates, exception escalation.
When you choose one of these in onboarding the platform tells you it is coming and offers to start you on the closest shipped pack instead.
What a pack contains
A pack is not just a prompt. Each one ships with:
- A primary scenario with the goal, the slot definitions, the slot-collection sequence, and the intercept handlers (silence, interruption, language switch, escalation).
- Default goal templates seeded into your Project — the business outcomes the agent is graded against (success / real conversation / spam classification per call).
- Plugin types the scenario expects, marked required vs optional. The platform prompts you to connect each one in the Connections tab.
- Sample knowledge base entries — example menu items, example product specs, example FAQ — that you replace with your own content.
- Voice tone settings — a sample utterance plus one rule that anchors the agent's register. You can override per project.
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 will propose a pack based on what you describe. You can also pick manually from the Industry pack dropdown in project settings.
If none of the packs fit (you have a hyper-specific use case — debt collection, political polling, tenant screening), you can start from an empty scenario and build it yourself. See Scenarios.
Updating to a new pack version
Packs are versioned. When we ship an improvement — a better default intercept, a sharper goal description, a new optional plugin — your existing project does not auto-update. We do not want to change the behaviour of an agent that is already working for you.
When a new pack version is available, the project settings show an Update available chip. The dialog explains exactly what changes; you accept or reject change by change.
Customising a pack
The pack you apply is fully editable. The Copilot keeps a record of what came from the pack and what came from you — when you ask it to adjust something, it knows whether to update your customisation or to propose an override on the pack default.
The most common customisations:
- Edit the system prompt to match your brand voice
- Add or remove slots (e.g. "preferred specialist" for a salon, "VIN" for auto)
- Add intercept handlers for edge cases the pack does not cover
- Override the default goal success criteria
- Disable optional sub-scenarios you do not need