Editing the Welcome Message
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Overview
This guide explains how to configure the welcome message for an AI Voice Agent — the first thing the agent says (or does) when a call connects. Different message types are available for inbound and outbound calls.
Steps to Configure the Welcome Message
- Navigate to Call Flows and locate the agent you want to edit.
- Ensure you are in the Advanced View.
- Go to the General tab and click Welcome Message.
- Select whether you are configuring the Inbound or Outbound welcome message.
- Set the delay — the number of seconds before the message is spoken after the call connects.
- Toggle Interruptible on or off to control whether the caller can interrupt the welcome message before it finishes.
- Select the message type:
AI-Generated
- Enter a prompt instruction (e.g., “Greet the caller and ask how you can help today”)
- The agent will produce a slightly different variation of the greeting each time, based on the instruction
Custom Message
- Enter the exact wording you want the agent to say
- The agent will deliver this message verbatim on every call
- Dynamic variables can be included (e.g., “Hello {first_name}, thanks for calling”)
Wait for Caller
- The agent remains silent after the call connects and waits for the caller to speak first
- Recommended for outbound calls only — on inbound calls, silence at the start of a call creates a poor caller experience
- Suited to outbound scenarios where the recipient answers and says “Hello?” before the conversation begins
- Click Save to Draft or Publish to Production.
Key Notes
| Item | Details |
|---|---|
| AI-Generated | Produces natural variation in the greeting — best for a conversational feel |
| Custom Message | Delivers the exact same message every time — best for compliance or scripted greetings |
| Wait for Caller | Outbound use only — allows the called party to speak first |
| Dynamic Variables | Can be used in Custom Message type to personalise the greeting (e.g., include the caller’s name) |
| Interruptible | When toggled on, the caller can speak during the welcome message and the agent will respond |
