Personalize Greetings, Closings, and Call Transfers with Confidence

This guide walks you through configuring your AI VoiceAssist, including how to customize what it says when a call begins and ends, and how to properly set up call transfer options—including fallback behavior in rare scenarios.

Overview

Your AI VoiceAssist can be customized to match your company’s tone and workflow. In the configuration screen, you’ll be able to edit:

• Greeting Message – what AI VoiceAssist says when answering a call

• Closing Message – what AI VoiceAssist says when ending a call

• Call Transfer Number – the number used for escalation or fallback if something unexpected occurs

You’ll find these options in the Edit AI VoiceAssist Configuration screen (see image below/attached).

Greeting Message

The Greeting Message is the first thing callers will hear when AI VoiceAssist answers a call.

You can personalize it using variables:

• ${firstName} – caller’s first name

• ${companyName} – your company name

• ${agentName} – the AI or brand voice name

Example (English):
Hi ${firstName}, thank you for calling ${companyName}. This is a custom intro that your MSP can configure. This is ${agentName}. How may I help you?

Language Support

If you choose a language other than English, you will need to translate the message accordingly.

Example (Spanish):
Hola ${firstName}, gracias por llamar a ${companyName}. Esta es una introducción personalizada que su proveedor de servicios administrados puede configurar. Le habla ${agentName}. ¿En qué puedo ayudarle?

Closing Message

The Closing Message is what AI VoiceAssist says as a call is wrapping up.

Default example:
This is a custom outro that your MSP can configure. Someone from our team will reach out shortly. You may hang up to end this call, or if you need urgent assistance, I can transfer you to a live agent.

Customization Tips

• You may remove any mention of live agent transfers if you do not want to offer escalation at the end of the call.  Please note the AI VoiceAssist will still transfer/escalate calls based upon it's specific settings for example: Existing tickets, Urgent, Ask for Human/Customer Support/Person by name.

• If escalation is disabled or disabled by a custom agent, AI VoiceAssist will not transfer the call—even if the message says it will. To avoid confusion, ensure the message reflects your configuration.

Call Transfer Number

This number is used to transfer callers to a live agent if needed.

It also serves as a fallback number in rare cases where AI VoiceAssist encounters a technical issue.

This ensures that callers are still connected to support if something out of the ordinary occurs. While rare, this backup helps prevent dropped or missed calls.

Final Setup Checklist

• Use variables like ${firstName} and ${agentName} in messages

• Translate your Greeting Message if using a non-English language

• Review your Closing Message for accuracy and tone

• Decide whether to offer call transfers in the message text

• Confirm your Call Transfer Number is correct

• Save your changes

Need Help?

If you need assistance configuring AI VoiceAssist, please contact your support team or refer to additional guides in our Help Center.

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