Skip to main content

​
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.

​
Types of Greetings

​
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?

​
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.

​
Multilingual Template System

The Advanced Editor provides pre-built greeting templates for multiple languages with country flags and categorized options. This system allows you to quickly apply professional greetings that match your agent’s configured language.

​
Available Languages

Inbound Templates:
  • “Gracias por llamar a [Empresa]. ¿En qué puedo ayudarle?”
  • “Hola, ha contactado con [Empresa]. ¿Cómo puedo asistirle?”
  • “Buenos días/tardes, habla con [Empresa]. ¿En qué le puedo ayudar?”
Outbound Templates:
  • “Hola, ¿hablo con [Nombre]? Soy [Agente] de [Empresa].”
  • “Buenos días [Nombre], le llamo de [Empresa] en relación a…”
  • “Hola [Nombre], soy [Agente] y le contacto desde [Empresa] porque…”

​
Using the Template System

1

Access Templates

In the Greetings section, click the “Templates” button next to either the Inbound or Outbound greeting field.
2

Browse Languages

A dropdown menu will appear showing all available languages with their respective country flags for easy identification.
3

Select Template

Choose the template that matches your agent’s language configuration and call type (inbound/outbound).
4

Customize Parameters

The template will be inserted into the text field. Replace placeholder brackets like [Company] and [Agent] with your actual values or dynamic parameters.
Ensure your chosen template matches your agent’s configured language for optimal performance and natural conversation flow.

​
Enhanced Dynamic Parameters

Make greetings personal and dynamic by including input parameters with enhanced functionality:

​
Standard 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}}.

​
Advanced Parameter Features

  • Automatic fallback: Parameters gracefully handle missing values
  • Type-aware formatting: Dates, numbers, and text are formatted appropriately
  • Conditional rendering: Content adapts based on parameter availability
Use the fallback phrase feature to ensure your greeting always works, even when dynamic parameters are unavailable.

​
Fallback Phrases (Optional)

The new fallback system provides a safety net for your greetings:

​
How Fallbacks Work

  • Primary greeting uses dynamic parameters and full personalization
  • Fallback greeting activates when any parameter is missing or empty
  • Seamless transition ensures calls always start professionally

​
Setting Up Fallbacks

1

Enable Fallback

Click the “Fallback phrase (optional)” toggle below your main greeting.
2

Write Simple Version

Create a simplified version of your greeting without dynamic parameters.
3

Test Scenarios

Your fallback will automatically activate when parameters are unavailable.
Example Configuration: 
Primary: "Hello {{customer_name}}, this is {{agent_name}} from {{company}}..."
Fallback: "Hello! Thank you for calling. How can I help you today?"

​
Configuring Greetings

1

Open Greetings Section

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

Choose Template or Custom

Either select a template from the dropdown or write a custom greeting.
3

Add Parameters

Include dynamic parameters using the syntax.
4

Set Fallback (Optional)

Configure a fallback phrase for when parameters are unavailable.
5

Save Changes

Click Save to apply your greetings configuration.

​
Language-Specific Best Practices

​
Spanish Greetings

  • Use formal “usted” form for professional calls
  • Include time-appropriate greetings (buenos días/tardes)
  • Maintain warm but respectful tone

​
English Greetings

  • Keep it concise and professional
  • Use clear, simple language
  • Include company identification early

​
French Greetings

  • Use appropriate formality level (vous/tu)
  • Include proper salutations
  • Maintain politeness throughout

​
German Greetings

  • Use formal address (Sie)
  • Be direct but courteous
  • Include proper titles when available

​
Italian Greetings

  • Use formal Lei form for business
  • Include warm but professional tone
  • Consider regional variations

​
Portuguese Greetings

  • Distinguish between PT and BR variants
  • Use appropriate formality level
  • Include welcoming language

​
Greeting Tips

Always ensure your greeting template matches your agent’s configured language for natural conversation flow.
Long greetings can frustrate callers. Aim for 2-3 sentences maximum across all languages.
Set up fallback phrases for critical dynamic parameters to ensure calls always start smoothly.
Verify that all dynamic parameters work correctly before deploying your agent.
Consider cultural norms and expectations for each language when crafting greetings.

​
Best Practices by Call Type

​
Inbound Calls

  • ✅ Identify your company immediately
  • ✅ Thank the caller for calling
  • ✅ Use welcoming, helpful tone
  • ✅ Offer assistance clearly
  • ✅ Match the caller’s language

​
Outbound Calls

  • ✅ Introduce yourself and company
  • ✅ Verify you’re speaking with the right person
  • ✅ State the purpose briefly
  • ✅ Be respectful of the recipient’s time
  • ✅ Use appropriate formality level

​
Example Greetings by Industry

​
Customer Support (Multilingual)

Thank you for calling {{company_name}} Support. 
This is {{agent_name}}. How can I help you today?

​
Sales Calls (Multilingual)

Hello {{customer_name}}, this is {{agent_name}} from {{company_name}}. 
I'm calling about your recent inquiry. Do you have a moment to chat?

​
Next Steps

System Prompt

Define agent personality and behavior

Voice Configuration

Configure voice and language settings

Dynamic Parameters

Learn about parameter management

Evaluations

Test greeting effectiveness