Response Rules
Response rules define how your AI Receptionist communicates with customers. You have full control over the tone, content, and boundaries of your AI's conversations.
Tone of Voice
Set the personality and tone of your AI Receptionist to match your brand:
| Tone | Description |
|---|---|
| Professional | Formal language suitable for medical, legal, or corporate businesses |
| Friendly | Warm and approachable for service businesses like salons and spas |
| Casual | Relaxed and conversational for creative businesses and coaches |
| Custom | Write your own tone guidelines for the AI to follow |
Allowed Responses
Define what your AI is allowed to talk about. These guardrails ensure the AI stays on topic and represents your business appropriately.
- Service information — Discussing your services, pricing, and availability
- Booking assistance — Helping customers book, reschedule, or cancel appointments
- Business information — Answering questions about hours, location, and policies
- Lead qualification — Asking questions to qualify leads
- Appointment reminders — Sending confirmation and reminder messages
Restricted Responses
Set boundaries on what your AI should not discuss. These restrictions protect your business and ensure compliance:
Medical Advice
Restrict the AI from providing medical diagnoses, treatment recommendations, or health advice if your business is not a healthcare provider.
Legal Statements
Prevent the AI from making legal claims or contractual promises without approval.
Pricing Guarantees
Restrict the AI from offering discounts or price matching unless explicitly authorized.
Personal Information
Ensure the AI does not ask for sensitive personal information beyond what is needed for booking.
Custom Rules
You can create custom response rules for your specific business needs. For example:
- Always offer a discount code for first-time bookings
- Direct customers to specific landing pages for certain services
- Use specific language for different customer segments (VIP, new, returning)
- Route emergency inquiries to human staff immediately
Tip
Review and update your response rules regularly. As your business evolves, your AI's communication guidelines should evolve too.