Introduction

This article explains how to configure greeting messages for BlueCloud AI Voice Agents. The greeting defines what the agent says when answering a phone call or initiating a web-based chat interaction and sets the tone for the entire conversation.

Greeting

The Greeting setting allows you to control how your AI Voice Agent answers incoming calls or starts chat interactions. A clear and intentional greeting helps callers understand who they’ve reached and what the agent can assist with.

The same greeting is used for both voice calls and public chat interactions unless otherwise specified.

Configuring the Greeting

To configure a greeting, log in to the BlueCloud portal, open the agent editor, navigate to the Greeting settings, enter the desired greeting message, and save your changes.

Prompt-Driven Dynamic Greetings

Prepending "prompt:" to a greeting enables dynamic, AI-generated greetings on each interaction. When using prompt-driven greetings, you may include additional context to guide how the greeting is generated.

Prompt-driven greetings can leverage available context such as previous call summaries, saved contact information, context added via the Context API, and results from any configured Pre-Answer functions. The agent’s full instruction set is not used when generating these greetings.

Example Greeting Configurations

Static Greeting Example
Hello! Thank you for calling Acme Services. How can I help you today?

Dynamic Greeting Example
prompt: Greet the caller by name if available and welcome them back. Keep the greeting friendly and concise.

Best Practices

When crafting a greeting, clearly identify the business, set expectations for how the agent can help, and keep the message short and friendly. Avoid overly long introductions that delay the conversation from moving forward.

Conclusion

Greeting messages define the first impression of your AI Voice Agent. Whether static or dynamic, a well-configured greeting helps establish clarity, sets the tone for the interaction, and improves the overall caller experience.