Think of your AI receptionist as a new employee. It already knows the facts you've added to your Business Profile and Knowledge Base. Your instructions tell it how to behave: what to focus on, what tone to use, what not to promise, and when to hand off to your team.
Where to add instructions
Web dashboard
Open Receptionists in the left sidebar and select your receptionist.
Open the Call Script section.
Choose the Incoming Calls tab (how your receptionist answers your phone) or the Outgoing Calls tab (how it behaves when it calls someone for you).
Write your instructions in Receptionist Instructions, under What should the receptionist do?
Mobile app
Open the Settings tab and tap Receptionist Settings.
Tap Instructions & Greetings, then Receptionist Instructions.
Keep the facts in their source
Your receptionist automatically uses your Business Profile, Knowledge Base, calendar, contacts, and enabled tools during calls. You don't need to copy that information into the instructions.
Business basics and everyday processes (hours, services, service area) go in your Business Profile.
Reference material (menus, price sheets, policies, manuals, FAQs) goes in your Knowledge Base.
The instructions are for behavior, tone, priorities, exceptions, and handoff rules.
Good things to write in the instructions: "Always confirm the spelling of names," "For pricing questions, transfer to sales," or "Be casual with returning clients."
What great instructions include
Role: who the receptionist is. Example: "You are the front desk for Acme Dental."
Tone: how it should sound. Example: "Be warm, patient, and professional."
Goals: the main purpose of the call. Example: "Book new patients for a consultation."
Limits: what it should not do or promise. Example: "Never quote prices for treatments. Say the dentist will give a quote at the visit."
Handoffs: when to transfer, take a message, or promise a callback.
Best practices
Be specific: instead of "be helpful," say "help callers book a cleaning or a consultation."
Use short bullet points: lists are easier to follow than long paragraphs.
Include example phrases when tone matters: "If the caller is upset, say: 'I'm sorry about that. Let me make sure the right person gets this.'"
Keep it focused: two or three core goals work better than twenty unrelated rules.
Avoid conflicting rules: don't ask for "keep it brief" and "explain everything in detail" at the same time.
Example: weak vs. strong
Weak: "Answer calls and help people with their questions. Be nice."
Strong: "You are the front desk for Acme Dental. Goals: 1) Answer questions about our services. 2) Book appointments. 3) Collect the caller's name and phone number. Rules: Never discuss treatment prices on the phone; say the dentist will give a quote at the visit. If the caller asks for the office manager, take a message and say they will call back within one business day."
Length limit
The main instructions can be up to 10,000 characters. A counter under the box shows how much room is left. Very long instructions can make answers less reliable, so keep the main instructions to your business overview and common rules.
For detailed step-by-step flows, such as pricing requests, complaints, or cancellations, use Call Scenarios / Skills. Each one is used only when a call matches it. Call Scenarios / Skills are available on Growth and higher web plans, or PRO in the mobile app.
Make sure nothing is missed before hanging up
If your receptionist sometimes ends calls before asking everything you need, use the final checklist under the instructions box (Receptionist forgetting final questions?). Add a rule such as: "If the caller wants an appointment, do not end the call until you have their name, callback number, and the reason for the visit."
Greeting, goodbye, and instructions
Opening Messages: the exact words your receptionist says when it answers. For incoming calls, you can set one greeting For Known Contacts and another For Unknown Callers.
Goodbye Message: what your receptionist says before hanging up on an incoming call. See Closing Phrases.
Receptionist Instructions: how the receptionist behaves for the rest of the conversation. These guide its behavior; they are not read word for word.
Using variables
You can add placeholders in double curly braces. SkipCalls replaces them with real details during the call. In the web dashboard, the list of available variables appears under the instructions box, and you can click one to copy it.
{{agent_name}}: your receptionist's name.{{user_short}}: your preferred name or business name.{{user_full}}: your profile and business details.{{current_time}}: the current date and time in your business's time zone.{{phone_number}}: on incoming calls, the caller's number; on outgoing calls, the number being called.{{caller_area_display}}: the caller's approximate location (incoming calls).{{goal}}and{{place_where_to_call}}: the purpose of an outgoing call and who is being called.
In the greeting For Known Contacts, you can greet saved contacts by name with {{contact_first}} or {{contact_name}}. Example: "Hi {{contact_first}}! Thanks for calling. How can I help?"
Quick checklist
Did I describe the receptionist's role and tone?
Are the main goals clearly listed?
Did I say what the receptionist must not promise or discuss?
Are business facts in the Business Profile and Knowledge Base instead of the instructions?
Does the greeting match the instructions?
Did I make a test call after saving? Use Talk to your receptionist on its page in the web dashboard.