Under Settings → Voice & identity:
- AI receptionist name, for example "Ava". Leave it blank and it refers to itself as the AI assistant.
- Business-hours greeting and After-hours greeting, read exactly as you write them.
- Include emergency safety line — on by default, prepending "If this is a medical emergency, hang up and dial 911."
- Pronunciation overrides — spell tricky names phonetically (Dr. Nguyen → "Win"). Useful for your web address too.
- Voice — in the Voice card further down the page. Preview, pick, Apply.
- Speak in — a single language, or Multilingual (auto-detect) so the AI follows the caller.
- Languages the receptionist speaks — tick every language your patients use. Greyed-out ones are not supported by the voice you chose.
The AI answered in the wrong language
Either Speak in is pinned to one language, or the chosen voice does not support the caller's language. Set Speak in to Multilingual (auto-detect), tick the languages, and pick a voice that covers them. The greeting starts in English and then follows the caller.
It keeps mishearing names or medications
Unusual surnames and drug names are the common ones. Add pronunciation overrides, and ask us to add a spell-back rule and a medication list for your specialty — both are things we set up on the call script rather than settings you toggle.
Special workflows
Short free-text rules the AI follows on every call live under Special workflows: "Always confirm the caller is an established patient before continuing", "Remind patients to arrive 15 minutes early". If what you need is bigger than a sentence, do not force it here — see Custom workflows.