Every account starts with three templates: Friendly, Direct, and Formal. They differ in tone, not in the underlying request logic — all three route positive and negative responses the same way.
Friendly performs best for walk-in and personal-service businesses (salons, clinics). Direct tends to convert better for higher-ticket or B2B work where customers expect a brisker message.
You can duplicate any template and edit the wording freely; variables like {{customer_name}} and {{business_name}} stay dynamic.