# Core Template

{% hint style="warning" %}
**Important Note**: 

1. If an existing document is ready to use, upload it directly instead of downloading and completing a Chatlyst template. **Upload at least TWO essential documents to get started: Company & Brand Identity and Ticket Handling Policy & SOP.**
2. Chatlyst supports [Locale Preferences](/chatlyst-user-guide/settings/profile.md#locale-preferences) in Settings, so you can prioritize your preferred language experience. However, Chatlyst allows **only ONE active file per document type at a time**, so you cannot keep multiple locale-specific versions of the same document type. When you upload a document in a different locale for an existing document type, the newly uploaded version will overwrite the previous one rather than being saved as an additional language variant.
3. Please follow [Document Management](/chatlyst-user-guide/business-knowledge/document-management.md) for additional context on other functions and workflows, including how documents are organized, updated, and maintained over time.
   {% endhint %}

<details>

<summary>Templates including:</summary>

* **Company & Brand Identity:** Defines mission, vision, values, and tone of voice.
* **Ticket Handling Policy & SOP:** Outlines customer support and resolution processes.
* **AI Safety Guardrail & Escalation Policy:** Details AI behavior rules and when to hand off to humans.
* **Product Guides:** Lists product or service details and specifications.
* **Standard FAQ:** Contains verified answers to common customer questions.
* **User Guides:** Provides step-by-step instructions for customers.
* **Active Promos:** Tracks ongoing campaigns, offers, and discounts.
* **Payment, Transaction & Refund Policy:** Explains payment terms, billing, and refund conditions.
* **Terms & Conditions:** Defines legal obligations between the company and users.
* **Privacy Policy & Data Protection:** Covers data handling, storage, and user privacy measures.

</details>

<div data-with-frame="true"><img src="/files/e74bd82195a1cc80a1f2ad4e9a3310dade383fc1" alt=""></div>

{% hint style="info" %}
Template tag — Each template includes tags to show status and priority.

* **Active / Inactive:** Shows whether the document has been uploaded and is available in the system.
* **Essential:** Shows that the document is a priority to complete early.

<img src="/files/IlX0KG1GdidZfpnEW6kY" alt="" data-size="original">
{% endhint %}

***

### Download and Upload a Template

{% stepper %}
{% step %}

#### Download the template

1. Select the template to download.
2. Select **Download Template**.
3. Locate the downloaded file (usually in the browser download bar or the default Downloads folder).

{% hint style="info" %}
The standard file type is DOCX and can be edited in most word-processing apps.
{% endhint %}

<div data-with-frame="true"><img src="/files/3d006d9ede40d6d220a21b6ec5878dcd7f9d75d0" alt=""></div>
{% endstep %}

{% step %}

#### Complete the template

1. Open the file.
2. Follow the instructions and examples in the template.
3. Save the updated file to the device.

Alternatively, you can use the [Auto-fill Template](/chatlyst-user-guide/business-knowledge/business-knowledge.md#auto-fill-template) option to populate the template automatically and complete the work faster when manual editing is not necessary.

{% hint style="info" %}
If an existing document is ready to use, upload the file directly instead of downloading and completing a Chatlyst template.
{% endhint %}

<div data-with-frame="true"><figure><img src="/files/zJYjMK38RnoIpsNost2R" alt=""><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

#### Upload the template

1. Select the completed template.
2. Select **Upload**.

<div data-with-frame="true"><img src="/files/c39cd97084115060de16e41e104104afe6d3a118" alt=""></div>

3. The system opens a file-selection window to choose the document to upload. Locate the correct file, select it, then select Upload to begin processing.

<div align="center"><img src="/files/b7ec0b01a91eabee9e8da454cc31f28fb3ab115a" alt="" width="375"></div>

{% hint style="info" %}
Supported file types: PDF, TXT, MD, CSV. Maximum file size: 20 MB
{% endhint %}

4. When processing is complete:
   * The uploaded template tab turns light green.
   * The Template tag updates to **Active**.

<div data-with-frame="true"><img src="/files/81c11a7afd721430fee810991661adbf8a5a921e" alt=""></div>

{% hint style="info" %}
Email Alert — An email notification is sent when the document has finished processing.

<img src="/files/U61Tr7n1rutwID8dHXNr" alt="" data-size="original">
{% endhint %}
{% endstep %}
{% endstepper %}


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://chatlyst.gitbook.io/chatlyst-user-guide/business-knowledge/core-template.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.