Customising your AI agent
Open a desk and click Setup to configure the agent.
Persona prompt
This is the core instruction that shapes how the agent speaks. Include: - The business name and what it does - The agent's role (e.g. "friendly receptionist") - Any specific style or tone guidelines
Greeting message
The first words the agent speaks when a call connects. Keep it natural and welcoming. Example: "Good morning, Maple Street Dental, how can I help you today?" The AI disclosure is delivered as part of this greeting.
Transparency notice
To meet UK GDPR, callers are told they are speaking with an AI. This disclosure is part of the greeting rather than a separate statement played beforehand, so it is spoken naturally at the start of the call. You can adjust the wording in Setup but cannot remove it entirely.
Voice selection
Choose from 15 British-English voices - 11 from Cartesia and 4 from Deepgram - with both male and female options. Visit the Voices page to hear samples before selecting.
The full voice library is available on the Standard plan and above. Starter and PAYG use the single default voice.
SMS follow-up
Optionally send a text message to callers after the call ends. Useful for sharing your website, address, or a booking link.
Escalation triggers
Define phrases that, when spoken by a caller, prompt the agent to offer a transfer or take a message (e.g. "speak to a manager", "complaint").
Related articles
- Managing your agent's knowledge and FAQs - Preview mode: testing your agent live - Call recording and consent - External knowledge sources - Seasonal promotions and announcements