Customising greetings and answers
What you can change about how the agent greets callers and answers questions, how to request a change, and how it reaches your line.
2 min read
Terms
- Greeting. The first thing a caller hears when the agent picks up.
- Instructions. The written guidance that sets how the agent speaks and what it does for your practice.
- Knowledge base. Your practice's own information that the agent answers questions from, such as hours, directions and services.
What you can customise
| Area | Examples |
|---|---|
| Greeting | Your practice name, the agent's name, and the opening line callers hear |
| Tone | Warm and unhurried, or brisk and efficient, in the way your front desk speaks |
| Practice information | Opening hours, parking, directions, services you offer, what to bring to a first visit |
| Answers to common questions | The questions your front desk is asked every day, answered in your words |
| What the agent books | The visit types, providers and sites it books for (see visit types and provider templates) |
| Hand-offs | Which requests go to which member of staff |
| Languages | 50+ languages, with the agent switching mid-call to match the caller |
How answers work
When a caller asks a question, the agent answers from your knowledge base. Answers come from the information your practice gave us, in your words.
When a caller asks about something your knowledge base does not cover yet, the question is noted for your team. You add the answer once, and the agent uses it on later calls.
Making a change
- Tell us what to change. Send the new greeting, answer or rule to your 2care team, or edit the agent's instructions in your 2care dashboard.
- We prepare the change. Your team reviews the exact wording before it moves on.
- The change is tested. Every change to the agent's instructions is run through the test harness before it reaches a live line. See how changes are tested.
- It goes live. Once it passes, the new version is promoted to your line and a copy of the previous version is kept.
What stays the same
Some behaviour is the same for every practice. The agent routes urgent calls to a person, gives no clinical advice, and confirms a booking only after your practice system accepts it. See what the agent never does.
Questions
Can the agent use our practice's name for itself?
Yes. You choose the name the agent introduces itself with, and the greeting around it.
How do we update holiday closures or new hours?
Send the new hours to your 2care team, and they update your knowledge base. The agent answers from the updated information once the change is live. See after-hours and lunch cover.
How quickly does a change go live?
A change goes live once it has passed testing. Simple wording changes usually move through quickly.
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