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What are Greetings?

Greetings are the initial messages your agent speaks when a call begins. Different greeting types are used depending on whether the call is inbound (customer calling you) or outbound (your agent calling the customer).
A well-crafted greeting sets the tone for the entire conversation and helps establish trust with callers.

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Types of Greetings

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Inbound Greeting

Used when a customer calls your phone number. The agent should:
  • Identify the company
  • Welcome the caller
  • Offer assistance
Example: 
Hello, thank you for calling Acme Corp. My name is Sarah, 
how can I help you today?

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Outbound Greeting

Used when your agent initiates a call to a customer. The agent should:
  • Introduce themselves
  • State the purpose of the call
  • Verify they’re speaking with the right person
Example: 
Hello, am I speaking with {{customer_name}}? 
Hi, this is Sarah from Acme Corp. I'm calling about 
your recent inquiry regarding our services.

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Configuring Greetings

1

Open Greetings Section

Navigate to the Greetings section in the left panel (👋 icon).
2

Enter Inbound Greeting

Write your welcome message for incoming calls.
3

Enter Outbound Greeting

Write your introduction for outgoing calls.
4

Save Changes

Click Save to apply your greetings.

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Using Input Parameters

Make greetings personal by including input parameters: 
Hello {{customer_name}}, this is Sarah from Acme Corp. 
I'm calling about your order {{order_number}} which is 
scheduled for delivery on {{delivery_date}}.
Personalized greetings significantly improve customer engagement and call success rates.

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Language Templates

The Advanced Editor provides pre-built greeting templates for multiple languages:

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Available Languages

Inbound:
  • “Thank you for calling [Company]. How may I help you today?”
  • “Hello, you’ve reached [Company]. How can I assist you?”
Outbound:
  • “Hello, may I speak with [Name]? This is [Agent] from [Company].”
  • “Hi [Name], this is [Agent] calling from [Company] regarding…”

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Using Templates

1

Click Templates

Click the “Templates” button in the Greetings section.
2

Select Language

Choose the language that matches your agent’s configuration.
3

Select Template

Pick a template for inbound or outbound calls.
4

Customize

Modify the template to match your company’s style.

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Greeting Tips

Long greetings can frustrate callers. Aim for 2-3 sentences maximum.
Use professional language that matches your brand voice.
For outbound calls, quickly explain why you’re calling.
For outbound calls, confirm you’re speaking with the right person.
Ensure your greeting matches the language your agent is configured to speak.

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Best Practices

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Do’s

  • ✅ Identify your company immediately
  • ✅ Keep greetings concise
  • ✅ Use natural, conversational language
  • ✅ Include personalization when possible
  • ✅ Match the tone to your brand

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Don’ts

  • ❌ Use overly formal or robotic language
  • ❌ Make greetings too long
  • ❌ Include unnecessary information
  • ❌ Forget to identify yourself (outbound)
  • ❌ Skip verification (outbound)

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Example Greetings by Industry

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Customer Support

Inbound: 
Thank you for calling Acme Support. My name is Sarah. 
How can I help you today?

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Sales

Outbound: 
Hello, is this {{customer_name}}? Great! This is Sarah 
from Acme Corp. I'm reaching out because you recently 
showed interest in our services. Do you have a moment to chat?

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Appointments

Outbound: 
Hello {{customer_name}}, this is Sarah calling from 
Dr. Smith's office. I'm calling to confirm your 
appointment on {{appointment_date}} at {{appointment_time}}.

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Collections

Outbound: 
Hello, may I speak with {{customer_name}}? This is 
a courtesy call from Acme Financial regarding your account.

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Next Steps

System Prompt

Define agent personality

Evaluations

Test greeting effectiveness