Changing how your AI agent answers the phone

Users and Owners in your clinic can both make this change. It applies to calls that start after you click Save Settings. If you leave the page without saving, your change is lost, and there’s no warning.

1. In the menu on the left, click Voice Agents.
2. In the My Agents list, click the AI agent that answers your clinic’s phone. Its card shows your clinic’s phone number.
3. Click the Conversation tab.
4. Under First Message Mode, choose one of the three options:
   • Static Greeting: the agent says the greeting you wrote, word for word, as soon as it answers. New agents start with this option.
   • Wait for User: the agent says nothing until the patient speaks.
   • Model-Generated Greeting: the agent greets the patient in its own words, based on its instructions. The words can change from one call to the next.
5. If you chose Static Greeting, write your greeting in the Greeting Message box, under Message Configuration. Write it exactly as the patient should hear it.
6. Click Save Settings at the bottom right of the screen. The message Agent updated successfully appears.
7. Click Speak with Agent to hear your new greeting. See Trying your AI agent yourself.

The Greeting Message is used only with Static Greeting.

• Static Greeting: your greeting, then the agent listens. The agent doesn’t listen while it says the greeting, so anything the patient says during it is lost.
• Wait for User: silence, until the patient says something like “Hello?”
• Model-Generated Greeting: a greeting in the agent’s own words. If the patient starts talking, the agent stops to listen.

• Say early that the patient is talking to an AI agent. Put it in the first or second sentence, so nobody thinks they’re talking to a person.
• Keep it short. Two or three short sentences are enough: your clinic’s name, who is answering, and an offer to help. With Static Greeting, patients must hear the whole greeting before they can talk.

For example: “Hello, you’ve reached the Maple Street Clinic. I’m the clinic’s AI agent. How can I help you?”

• The agent says nothing when it answers: with Static Greeting, check that the Greeting Message box isn’t empty. With Wait for User, the silence is normal, but some patients wait too and then hang up. If that happens, choose Static Greeting.
• Patients still hear the old greeting: check that you clicked Save Settings, and that you changed the agent that answers your clinic’s phone. If your clinic’s number goes to a team of agents (Teams in the menu), the team can have its own greeting. Ask your clinic manager.
• The greeting is different on every call: Model-Generated Greeting is selected. Choose Static Greeting so the agent uses your exact words.