AI receptionist script: what to write so it answers well

1. The greeting

Keep it short: your business name, the assistant's name, that it's an AI assistant and that the call is transcribed, and an open question. Callers want to get to their reason for calling. Disclosure isn't optional in many places; see AI on the phone: the rules.

Example: "Hi, I'm Max, the AI assistant at Riverside Plumbing, and this call is transcribed. How can I help?"

2. The facts callers ask for most

Write plainly, as you'd explain it to a new employee. Lists are fine. RingLily lets you add up to 30,000 characters of information and up to 50 questions with answers.

• Opening hours for each day, and the days you're closed (public holidays, vacations).
• Address and directions: parking, entrance, public transport, accessibility.
• Services, each in a sentence: what it is, how long it takes, who it's for.
• Prices: exact prices, "from" prices or ranges, and what you'd rather not quote on the phone.
• Policies: cancellations, late arrivals, payment methods, deposits, insurance, warranties.
• What to bring or prepare before a first visit or a job.

3. Frequently asked questions

Go through your last few weeks of calls and emails and write down the questions that come up again and again, with the answer you'd give. Short, exact answers work best: "Do you take walk-ins?" "Yes, Monday to Friday before 11 am, otherwise please book."

4. Rules: what it must and mustn't do

Rules are where you protect your business. Write them as clear instructions:

• "Never quote prices for implants: offer a consultation instead."
• "Don't give legal advice or say whether a case can be won."
• "Don't ask about symptoms: take a message for the doctor."
• "We don't work outside the city limits: say so politely and suggest another company."
• "If a caller asks for the owner, take a message: don't transfer."

5. Urgent calls and emergencies

Decide what counts as urgent for your business, and what the assistant should tell the caller in that case: the emergency number, an on-call service, a step to take while they wait, or that you'll call back first thing. The assistant follows your guidance and marks the message as urgent; it doesn't make the judgement itself.

6. Bookings, transfers and messages

If the assistant books appointments, set the appointment length, booking hours, minimum notice and how far ahead callers may book (appointment booking). If it transfers calls, choose the number and whether transfers happen only during opening hours. For messages, tell it what to always ask: for example the address for a home visit, or the date of birth for a patient record.

7. Test before going live

In RingLily you can test the assistant in a chat before any caller hears it, and read the transcript of every real call afterwards to keep improving the information.

1. 1Ask the five most common questions and check every answer.
2. 2Ask something that isn't in the information, and check that it says it doesn't know rather than inventing an answer.
3. 3Try to book outside your hours, and on a closed date.
4. 4Pretend to be an urgent caller and check what it says.
5. 5Switch language mid-conversation if your customers speak more than one.
6. 6Fix the information, test again, then forward your calls.