Update AI Receptionist Settings

The general settings control how an AI receptionist presents itself and behaves on a call, from the name it goes by and the languages it speaks to the model that drives its responses. Revisit these settings whenever your requirements change.

Before you begin

If you want outside callers to reach the receptionist directly by dialing a specific number, assign that DID (Direct Inward Dialing, the public phone number a call arrives on) to the appropriate trunk first. Only DIDs that already exist on a trunk are available to select later in this procedure.

Update the settings

1. Sign in to the PBX (Private Branch Exchange) web portal and go to AI > AI Receptionist.

2. Select the receptionist you want to edit, then open the Settings tab.

3. Adjust the settings below to suit your needs.

   Basic

   Setting	What it does
   Name	The name that identifies this AI receptionist.
   Direct DID	One or more DIDs (already assigned to a trunk) that route straight to this receptionist. A call placed to any of these numbers is answered by the receptionist directly.
   Failover Destination	Where a call goes when the receptionist can’t resolve the caller’s request or no transfer rule applies.

   Tip

   Always set a Failover Destination. It is the safety net that catches any call the receptionist cannot handle, so callers reach a person or voicemail instead of being left stranded.

   Call Settings

   Setting	What it does
   End Call on Silence Timeout (s)	How long, in seconds, the receptionist waits through caller silence before hanging up. Maximum 3600.
   Max Call Duration (s)	The longest a single call may run, in seconds. The system ends the call once this limit is reached. Maximum 3600.

   Caution

   Both timers cap at 3600 seconds (one hour). A higher value will not be accepted, so keep this ceiling in mind when planning for long calls.

   Personalization

   Setting	What it does
   Primary language	The main language the receptionist uses.
   Receptionist	The voice profile used for the primary language.
   Additional languages	Any secondary languages the receptionist can switch to, each with its own voice profile.

   Caution

   Changing the primary language does not update the greeting automatically. This is easy to miss and leaves the greeting in the old language. After you switch it, update the greeting so it matches the new language.

   LLM

   Setting	What it does
   LLM	The large language model (LLM) that handles the receptionist’s understanding and replies. Pick a model that fits your priorities, such as reasoning depth, response speed, context window, or compliance requirements. For example, choose Claude Sonnet 4 when calls call for careful reasoning, or Gemini Flash when you want the fastest possible responses.
   Prompt	Sets the receptionist’s persona, tone, goals, and limits. Choose Default to use the built-in prompt, or Custom to supply your own. Selecting Custom unlocks the Prompt Content field.
   Prompt Content	The instructions your custom prompt uses to shape the receptionist’s behavior. Available only when Prompt is set to Custom.

   When you write a custom prompt, keep the instructions structured, clear, and specific, and stay within the 10,000-character limit. For example:

   • You are a professional customer service agent. Speak concisely and clearly.
   • If you cannot answer a question, transfer the call to a human agent. Never fabricate or guess an answer.
   • Transfer legal issues directly to a human agent.

   Tip

   Whatever persona you define, include a clear fallback instruction (for example, transfer to a human agent when the receptionist cannot help, and never guess an answer). This keeps callers from getting stuck when the model has no reliable response.

4. Click Save.