Custom Instructions & AI Prompts

Custom Instructions Configuration

You can customize your AI receptionist's conversational tone and special business rules under Settings > AI Guidelines (/settings).

Stored in the voice_prompts table, these instructions are merged into the system prompt: - Custom greetings (e.g., *"Always greet callers as 'Dr. Miller's Family Dental'"*). - VIP caller handling rules. - Specific phrasing to use when declining out-of-scope requests.

Voice Settings & Speaking Speed

Under Voice > Settings (/voice/settings), configure: - Voice Selection: Select from studio-quality conversational neural voices (e.g., *Rachel*, *Sarah*, *Adam*). - Speaking Speed: Adjust playback rate from 0.8x (slower, deliberate) to 1.2x (faster, energetic). Default is 1.0x. - Greeting Message: Custom introductory greeting spoken immediately upon answering an inbound phone call. - Fallback Phone Number: Destination telephone number to ring if the caller requires transfer to live human staff.

Category-Level Instructions

In addition to organization-wide instructions, each Knowledge Base category can define its own aiInstructions (up to 2,000 characters). For example: - Refund Policy Category: *"Do not promise unconditional refunds. Direct customers to email accounting@business.com for review."* - Surgical Procedures Category: *"Always clarify that surgical recovery times vary by individual and require pre-op consultation."*

Prompt Customization Best Practices

• Keep custom instructions concise and direct.
• Avoid contradictory guidelines (e.g., telling the AI to never book without human approval while enabling automated booking).
• Use negative constraints carefully (prefer *"Direct inquiries about pricing to our menu"* over *"Never talk about money"*).