Custom Commands (AI Prompt)

Custom commands let you control how your AI receptionist behaves during phone calls and text conversations. This is where you write instructions that shape the receptionist's personality, tone, and responses.

Video walkthrough

Where to find it

Custom commands are located on the Overview page of your receptionist dashboard, in the Custom Commands section (also referred to as the AI Prompt).

Voice and text prompts

Your receptionist can have separate instructions for voice calls and text messages.

  • The Voice tab contains the prompt used during phone calls.
  • The Text tab contains the prompt used for text/SMS conversations.

The Text tab is only visible to users with the texting chatbot feature enabled. If you don't see the Text tab, only the Voice tab will be available for configuring your AI prompt.

If you have not set a custom text prompt, the receptionist will fall back to using the voice prompt for text conversations as well. A note will appear saying "Using the default prompt. Click Edit to customize the text prompt."

Editing your custom commands

  1. Select the Voice or Text tab depending on which prompt you want to edit.
  2. Click the Edit button below the current prompt.
  3. Type your instructions in the text field.
  4. Click Update Voice Prompt (or Update Text Prompt) to save, or click Cancel to discard.

What to include in your custom commands

Custom commands are written in plain language. Think of them as instructions you would give to a real receptionist on their first day. Here are some ideas:

  • Personality and tone: "Be friendly and professional. Keep responses concise."
  • Business rules: "We do not offer refunds after 30 days."
  • Call handling: "If someone asks for the manager, take their name and number and say someone will call them back."
  • Appointment guidance: "When someone wants to book an appointment, ask for their name, phone number, and preferred date."
  • Topics to avoid: "Do not discuss pricing for custom projects. Ask them to email us instead."
  • Specific phrasing: "Always refer to our company as 'Smith & Associates,' never just 'Smith.'"

Tips

  • Be specific. Vague instructions lead to vague responses.
  • Test your changes by calling your receptionist number after saving.
  • You can update your custom commands as often as you like.
  • If something is not working as expected, try rewording your instruction to be more direct.