How to Configure a Greeting Within Joy AI
A Greeting block allows a user to customize how Joy AI will greet their callers, and will determine the flow of the call. A Greeting can be as simple as asking the caller if they want to leave a message, or it might also include driving questions that will route the call one way or another. Callers will hear any recorded greeting or IVR prompts up front, and then they'll be greeted by Joy.
By default, each Joy AI script is built with a standard greeting. However, this can be updated to match the needs of any business. In this tutorial, we'll show you how to edit a Greeting block in Joy AI. Let's get started!
1
Within the Joy AI builder, hover over the Greeting block you want to edit and click the gear icon.
2
A bump out will appear on the right-hand side of your screen. At the top, you'll se the text box which includes the default greeting. You can customize this accordingly.
3
Below the main greeting text, you can words or phrases that callers may use which will help guide Joy AI in how to route the conversation. By default, the "Leave a message" voice command will already be there, but you can click Add caller phrase to add more.
If you decide to add more caller phrases, then each phrase will create it's own new pathway in the builder, as shown below. Each new pathway will need to be completed by adding data collectors, transfers, a closing, or additional voice commands.
4
Back in the Greeting block, you can add instructions that help Joy AI understand how to guide the caller while collecting information. For example, if your main greeting is asking customers if they're calling for a quote, callers may respond with other words like "pricing" or "estimate" which may confuse the system. To help make sure Joy is handling the call as efficiently as possible, you could add the following message:
5
When you are finished editing your Greeting, click Save. Then click Publish in the upper right-hand corner.
