The Settings tab allows you to personalize how your AI Receptionist interacts with patients. From this page, you can customize the greetings patients hear when they call your practice and configure the emergency phone number the AI provides during urgent situations.

You can access the Settings tab by navigating to:

New Settings → AI → AI Receptionist → Settings

Best Practice: Review these settings before enabling your AI Receptionist. A thoughtful welcome message creates a positive first impression, while an accurate emergency phone number ensures patients receive the correct guidance when urgent care is needed.

The Welcome Messages section controls the greeting your AI Receptionist uses when answering incoming calls.

You can create separate greetings for:

Using separate greetings creates a more personalized experience and helps patients feel acknowledged from the beginning of the conversation.

The New Patient Message is played when the caller does not have a previous appointment history with your practice.

Your greeting should:

Thanks for calling {practice_name}! I'm {bot_name}, and I can help you book or update an appointment or answer your questions. What brings you in today?

This greeting sets the tone for the entire conversation. A warm, conversational introduction encourages patients to speak naturally, allowing the AI to quickly understand their needs and guide them to the appropriate next step.

The Returning Patient Message is played when the caller's phone number matches an existing patient record.

Since the AI recognizes the patient, this greeting can acknowledge their return while still introducing the AI Receptionist.

Your greeting should:

Welcome back to {practice_name}! I'm {bot_name}, and I can help you book or update an appointment or answer your questions. What brings you in today?

Returning patients expect a familiar experience. A personalized greeting helps create a welcoming interaction while immediately letting patients know the AI can assist with appointments, questions, and other common requests.

Welcome messages support dynamic tokens, allowing your greeting to automatically personalize itself each time the AI answers a call.

Supported tokens include:

For example:

Welcome to {practice_name}. I'm {bot_name}.

might be spoken as:

Welcome to Bright Smiles Dental. I'm Jesse.

Dynamic tokens must be entered exactly as shown and are case-sensitive.

If a token is entered incorrectly, the message cannot be saved until the error is corrected.

Your greeting should sound like a member of your front desk answering the phone—friendly, professional, and focused on helping the patient.

A good welcome message should:

Avoid:

Remember, the welcome message is only the beginning of the conversation. Once the patient responds, the AI will naturally guide the interaction based on their needs.

When creating or editing your welcome messages, keep the following requirements in mind:

If unsupported formatting or invalid tokens are used, you'll need to correct them before the message can be saved.

The Emergency Phone Number specifies the number your AI Receptionist provides when a patient requires immediate assistance outside of the AI's capabilities.

This should be the number patients should call for urgent dental concerns, such as:

The AI uses this information when a patient reports an urgent dental issue or requests emergency contact information.

While your AI Receptionist can answer questions and assist with scheduling, some situations require immediate assistance from your team.

Keeping this number accurate ensures patients receive the correct contact information during urgent situations and helps prevent delays in care.

Best Practice: Review your emergency phone number regularly, especially if your after-hours coverage or emergency procedures change. If your practice doesn't have a dedicated emergency line, enter the number patients should call for urgent dental concerns.

Before leaving the Settings tab, verify that:

Select Save Changes to apply your updates.

Well-configured AI Settings help your AI Receptionist create a welcoming first impression, provide a more personalized experience for new and returning patients, and ensure patients receive the appropriate guidance during both routine and urgent situations.