Receptionist

Rules

Define how your receptionist behaves in specific situations.

Rules let you control your receptionist’s behavior beyond its default capabilities. Each rule is a natural language instruction that your receptionist follows during calls. You can have up to 50 rules per receptionist.

Rule priority

Each rule has a priority level that controls how strictly your receptionist follows it:

PriorityBehavior
StrictThe receptionist must always follow this rule, no exceptions
SuggestionThe receptionist treats this as guidance but may deviate if the conversation requires it

Use strict for hard business rules (pricing, legal requirements, safety). Use suggestion for stylistic preferences and soft guidelines.

Example rules

PriorityTitleDescription
StrictNo medical adviceNever provide medical advice. Always recommend the caller schedule an appointment with a specialist.
StrictConfirm phone numberAlways confirm the caller’s phone number before booking any appointment.
SuggestionMention discountWhen booking a first appointment, mention our 20% new client discount.
SuggestionAfter-hours greetingIf someone calls outside business hours, let them know our hours and offer to take a message.
StrictNo competitor discussionNever discuss competitor products, pricing, or services.
SuggestionUpsell add-onsWhen booking a haircut, suggest adding a conditioning treatment.

Best practices

  • Use strict sparingly — only for non-negotiable business rules
  • Keep descriptions specific and actionable
  • Test after adding rules to verify they work as expected
  • Fewer focused rules work better than many vague ones