Introducing Templates: Launch faster with proven use cases for AOPs, tools, and Watchtower
Posted on February 2, 2026
Article
At Decagon, our focus has always been on making AI agent building truly self-serve for CX teams. Coming off the heels of our Series D raise, that vision remains unchanged: non-technical teams should be able to build, optimize, and scale AI agents without needing to request engineering resources for every update. The best AI agents are built through continuous testing and iteration based on trends across customer interactions.
Today, we're introducing templates for Agent Operating Procedures (AOPs), tools, and Watchtower. These pre-built blueprints provide a new way to discover proven use cases and launch agents faster by starting from what already works.
Go from blank slate to best practice
AI agents are becoming more capable and complex, but getting started may seem difficult. Templates give teams a streamlined, simpler way for building conversational AI workflows.
Templates enable you to:
- Launch faster with confidence. Start with proven AOPs, tools, and Watchtower use cases instead of building everything from scratch. Every template is based on patterns we've seen drive results across real customer interactions.
- Fully customize to fit your needs. Templates are starting points, not one-size-fits-all solutions. The best results come from adapting templates to your data, users, and goals.
- Discover what's possible by learning from others. Templates surface common patterns adopted by leading organizations, so teams can unlock new opportunities with AI agents.
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AOP templates: Launch proven AI workflows
AOPs are the workflows that define how your AI agents handle customer interactions from initial greeting to resolution. Based on AOPs launched across various industries, clear patterns emerged in how the most successful teams structure their workflows.
AOP templates distill those insights into starting points, so you can launch with the best practices of your industry from day one. They allow you to standardize your AI workflows with pre-configured templates for common requests like order tracking, membership cancellations, and routing to live agents. You can launch sophisticated AI workflows in hours and focus your effort on improving your agent rather than building the initial setup.
Tool templates: Connect your tech stack with ease
Building integrations doesn’t have to take weeks of engineering time. Tool templates provide pre-built frameworks for the most common CRM and support actions, reducing engineering bandwidth while ensuring technical teams retain control of core code.
With tool templates, you can elevate customer experiences with agent capabilities like running image analysis for visual troubleshooting and sending lead generation forms that turn support conversations into growth opportunities. When escalation is needed, instant templates for CRM tools like Salesforce and Zendesk ensure human agents receive full conversation context for seamless handoffs.
Watchtower templates: Ready-to-deploy QA and analytics
Watchtower gives you always-on monitoring and quality assurance across every customer conversation, with the flexibility to define custom criteria in natural language and track exactly what matters to your business. With endless possibilities for what you can monitor, Watchtower templates provide a faster path forward by packaging the most valuable QA configurations for you.
Watchtower templates help you maintain quality at scale by automatically evaluating resolution accuracy and detecting mishandled escalations before they impact customer satisfaction. Beyond quality assurance, they surface forward-looking opportunities, such as monitoring user sentiment, identifying friction points, and flagging upsell opportunities when customers express interest in premium features.
Get started with templates today
By combining best-practice guidance with Decagon's flexible and controllable platform, templates reduce implementation friction and accelerate time to value. They offer a smarter way to build AI workflows that power concierge-level experiences and improve over time.
As use cases grow more sophisticated, we’ll continue expanding templates, surfacing new patterns and opportunities across the platform so teams can stay self-serve, move faster, and continuously optimize their AI agents.
Go live with AI agents faster than ever today. Book a demo and see how Decagon can accelerate your AI agent deployment.
Start improving your workflow with Decagon
With Decagon, CX teams don’t have to guess whether a change will improve CSAT or deflection. They can move quickly, measure what matters, and act on what works.
Join us
There are very few places where you can prototype with frontier LLMs, ship to production in days, and watch users engage with the systems you built—all while owning the entire stack, from intent parsing and tool usage to API integration and observability. This role at Decagon is one of those places.
From my own experience working across both agent development and broader engineering initiatives at Decagon, I’ve seen firsthand how uniquely impactful this work can be. Whether I’m building intelligent workflows for customers or designing infrastructure that supports our agent platform, it’s rare to find an environment where the work transitions from concept to production within days, actively powering user experiences and transforming how businesses operate.
If you’re looking for a role where you can:
- Build at the frontier of LLMs, automation, and user interaction
- Deploy AI agents that solve high-value business use cases across industries including retail, travel and hospitality, fintech, edtech, and more
- Work directly with customers on high-impact use cases
- Ship fast, iterate constantly, and own your work from idea to production
- Join a fast-moving, collaborative team solving real-world challenges with AI
We’d love to hear from you!
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The AI concierge for every customer.