What is on the screen
Core voice personality
Her instructions for spoken conversation. As on the Chat screen, once her identity is published this is written from it, and the way to change how she comes across is to edit her identity in Profile and publish again.Voice and greeting
Select voice — the voice she speaks with. Listen to a few. This is the first thing a guest experiences and it carries more of your hotel’s character than any sentence you write. Greeting — the first thing she says when a call connects. Keep it short and let her get to the guest’s question. How they should talk — pace and manner on a call. Some voices manage their own delivery, so the finer voice controls do not appear for them. That is expected, not a fault.Connect to Staff
Who the caller is passed to when she cannot help. Worth checking separately from chat: a caller who needs a person needs it more urgently than someone typing.Quality criteria
What you count as a good call. Same shape as chat — a name and a success description — but judge them as a caller would, not as a reader:Answered without repeating — the guest did not have to ask the same thing twice.She grades herself after calls, and what she flags appears in Analytics.
Thinking model
Which engine she thinks with on calls. Set for your hotel, shown here for information.What you do here
1
Choose her voice
Listen to several before deciding. Play them out loud, not through a laptop speaker at low volume.
2
Write her greeting
One sentence. A caller wants to reach the point.
3
Add your handover contacts
Fill in Connect to Staff for the calls she cannot finish.
4
Set two or three call criteria
Written and spoken conversations fail differently. Criteria copied from chat rarely fit a call.
5
Save, then call her
Ring the number yourself and ask two real guest questions. Reading a greeting is not the same as hearing it.
What happens next
She answers with the voice, greeting and manner you set, and grades herself against your call criteria afterwards.If the screen says your voice line is being set up, her phone line is still being prepared. She is not taking calls yet. The screen tells you when that changes — you do not need to do anything.