Pick a personality profile
A profile is a ready-made way for your receptionist to handle conversations: what it asks, how it offers appointment times, what it says about prices and when it hands a conversation to a person. Pick the one closest to how you would answer the phone yourself, then fine-tune it.
The three profiles
- Front Desk. The all-rounder. Warm but brief. It asks what is going on, how soon the customer needs someone, the address and a callback number. It offers two times, reads the booking back and says any price is an estimate. It hands off anyone upset and anything urgent.
- By the Book. The careful one. Polite, measured, and it never guesses. It never states a final price, never promises anything free, never invents a discount, and never claims the business is licensed or insured. It hands off emergencies and anyone disputing a charge.
- The Closer. The warmest and the most talkative. It uses the customer's name and repeats back what it heard. It asks the most questions, including budget, how the customer found you, a phone number and an email. It leads with the soonest opening and recaps what happens next.
Choose a profile
- Open your receptionist's page: select your receptionist's name in the menu, then Setup.
- Open Instructions.
- Choose Chat or Voice. Each one keeps its own instructions.
- Under Choose a version of [name], select a profile. Each card shows how many instructions it selects.
- Select Save at the bottom of that section.
Choosing a profile replaces the instructions selected in the groups below it. It does not add to them.
Adjust the details
Below the profiles, the instructions are grouped: Qualifying the customer, Booking, Pricing, When to hand off and How [name] talks. Select or clear any of them. Once your selection no longer matches a profile, the page says You've set your own mix. That is fine. You can go back to a profile at any time.
Use Anything else, in your own words to add an instruction of your own. What [name] will be told shows the result before you save.
On the Voice tab, Use chat's instructions makes phone calls follow the same instructions as chat.