Templates
The template library is a curated collection of pre-built agent definitions organized by category. Templates are designed by The One Stack team and cover the most common MSP automation scenarios.
Templates cannot be executed directly — they must be cloned to your organization first. Once cloned, the agent is fully yours to configure, modify, and own.
How Templates Work
Browse
Navigate to Templates in the sidebar. You'll see templates organized by category with a preview of the trigger, step count, estimated credit cost, and a description of what the template does.
Preview
Click any template to see its full definition: trigger, conditions, all steps with prompts and parameters, and the estimated credit cost per execution. Review the template before cloning to understand what it will do.
Clone
Click Clone to My Org to create a copy in your organization. The cloned agent starts in draft status. Review and customize the configuration:
- Update notification recipients with your actual phone numbers and email addresses
- Adjust trigger filters to match your team's priority conventions
- Modify AI prompts to match your organization's tone and process
- Swap model tiers up or down based on your credit budget
Set status to Active when you're ready to deploy.
Template Categories
Operations
Templates that automate day-to-day service desk and IT operations.
| Template | Trigger | What It Does |
|---|---|---|
| SLA Escalation | psa:ticket.sla_warning | Notifies the assigned technician and their manager 30 minutes before SLA breach |
| Patch Failure Ticket | rmm:patch.failed | Creates a PSA ticket with device and patch details when a patch fails |
| Device Offline Alert | rmm:device.offline | Pages the on-call technician when a server goes offline; skips workstations |
| Backup Failure Ticket | backups:backup.failed | Creates a PSA ticket and notifies client when a backup job fails |
| New Employee Provisioning | people:employee.created | Creates PSA tasks for account setup, Portal invitation, and equipment request |
Security
Templates that automate security response and compliance workflows.
| Template | Trigger | What It Does |
|---|---|---|
| Ransomware Response | defend:ransomware.detected | Isolates device, creates P1 PSA ticket, pages On-Call, waits for approval to collect forensics |
| Dark Web Notification | security:dark_web.hit | Drafts a client notification, creates PSA task for password reset outreach |
| Phishing Follow-up | security:phishing_simulation.failed | Creates PSA task to assign mandatory security awareness training to the user |
| Compliance Remediation | security:compliance.score_dropped | Creates PSA ticket with AI-generated remediation steps when compliance score drops |
| Policy Expiry Reminder | legal:policy.expiring | Sends renewal reminder to client contact and creates PSA task for contract team |
Billing
Templates that automate billing workflows, collections, and renewals.
| Template | Trigger | What It Does |
|---|---|---|
| Invoice Overdue Outreach | books:invoice.overdue | Sends automated payment reminder at 5, 15, and 30 days overdue |
| Contract Renewal Outreach | crm:renewal.upcoming | Triggers a 60-day, 30-day, and 14-day renewal email sequence to the account owner |
| Payment Failed Recovery | books:payment.failed | Notifies the client contact with a secure payment link and creates PSA task |
| Deal Won Billing Setup | crm:deal.won | Creates client entity in Books and generates the first month's invoice |
HR
Templates that automate employee lifecycle processes.
| Template | Trigger | What It Does |
|---|---|---|
| Employee Offboarding | people:employee.offboarded | Creates PSA tasks: revoke all access, retrieve equipment, final payroll check |
| Time Off Coverage | people:timeoff.requested | Checks on-call schedule and creates coverage tasks if the employee is on rotation |
| New Hire Welcome | people:employee.created | Sends welcome email sequence, assigns onboarding checklist, schedules 30-day check-in |
Custom
The Custom category in the template library contains more specialized templates that cover edge cases and product-specific integrations. These are released on a rolling basis.
| Template | Trigger | What It Does |
|---|---|---|
| QBR Preparation | Schedule (quarterly) | Pulls client metrics across all products, generates AI-drafted QBR agenda and talking points |
| Client Health Score | Schedule (weekly) | Aggregates data across PSA, Defend, RMM, and Books to produce a client health score summary |
| Voicemail to Ticket | voice:voicemail.received | Transcribes the voicemail (via AI), creates a PSA ticket, assigns to the appropriate queue |
| Code Vulnerability Triage | code:vulnerability.found | Creates PSA security ticket and notifies the dev team for critical code vulnerabilities |
Modifying a Cloned Template
After cloning, you can make any modifications to the agent:
- Change the trigger — swap the event type, adjust filters, or add additional conditions
- Modify AI prompts — personalize tone, adjust the classification criteria, add company-specific context
- Add or remove steps — insert a Wait step to space out notifications, add an Approval Gate, or drop a step that doesn't apply
- Change model tiers — upgrade to Premium for high-stakes decisions, downgrade to Quick for cost savings
- Adjust recipients — update notification recipient lists as your team changes