AI Frontdesk: Customizing behavior and language

Valid for AI Receptionist (plans from August 31, 2026) and AI Chat Assistant. (Momentum AI)

To ensure your assistant suits your business, you can customize how it presents itself and the language it uses: how it greets your customers, which languages it speaks, how it addresses them, and how it behaves during a conversation. Once you have ordered the AI Receptionist, you can also set the voice and the speaking speed. Some of these settings apply to all channels, while others are configured separately for chat and phone calls. This feature is available in AI Receptionist and AI Chat Assistant. The following steps show you how to configure the individual settings.

Which settings apply to which channel

The section is made up of three blocks. The first and the last are each headed by a tab bar with the tabs Phone AI and Chat AI; the fields below a tab bar apply only to the channel whose tab is selected. The block in between has no tab bar, and its fields apply to all channels. From top to bottom:

• The first tabbed block holds the language, voice, and greeting settings. Under Phone AI: Language, Additional languages (optional), Voice, Speaking speed, and Greeting. Under Chat AI: Chat greeting and Suggested questions.
• The shared block holds Time zone, Form of address, and Assistant name.
• The second tabbed block holds the behavior during a conversation. Under Phone AI: Call behavior and Pronunciation dictionary. Under Chat AI: Chat behavior.

Both tab bars show the same channel names. You can tell them apart by the second line, which names the content of the block below: at the top, Language, Voice & Greeting or Greeting & Starter Questions; at the bottom, Behavior & Pronunciation or Chat Behavior.

The sections of this article follow this order.

Which tabs you see depends on which products you have ordered:

• If you use both channels, use the tabs to switch to the channel you want to set up. The fields in the shared block stay the same.
• If you only use AI Chat Assistant, both tabs are available. Under Phone AI you will find an Add Phone AI button instead of a settings form.
• If you only use AI Receptionist, there are no tabs. All the settings in this section then apply to your phone calls.

Set the greeting, voice, and suggested questions

You can set how your assistant starts a conversation separately for each channel. The relevant fields are in the first tabbed block – the one whose tabs carry the second line Language, Voice & Greeting or Greeting & Starter Questions. Click on the tab for the channel you want to set up, if it is not already selected.

Chat: greeting and suggested questions

The chat greeting and the suggested questions are the first things your visitors see in the chat. They shape the first impression and steer the conversation towards the topics that matter to you.

• Under Chat greeting, enter the first message the assistant sends at the start of a chat.
• Under Suggested questions, define the questions visitors can tap at the start of a chat. You can add up to six questions.
  • Type a question into the empty field at the bottom of the list, then press Enter.
  • Use the drag handle to the left of a question to reorder the list by dragging and dropping.
  • Use the × to the right of a question to remove it.

Examples of a greeting

• “Hello and welcome to [Company Name]! How can I help you?”
• “Good afternoon! I am the digital assistant at [Company Name] and I’m happy to answer your questions.”
• “It’s great to have you here. Feel free to ask me about our services or opening hours, for example.”

Tip: make sure your greeting matches the form of address you have chosen, Formal or Informal, so that the experience stays consistent. You can set this further down, under Form of address.

Examples of suggested questions

• “What services do you offer?”
• “What are your opening hours?”
• “How can I get in touch with you?”
• “Where can I find information about your prices?”
• “Can you offer to call me back?”
• “How does delivery work?”

Tip: choose questions on topics you have stored in Company Knowledge. Only then can the assistant answer them reliably.

Phone: voice, speaking speed, and greeting

• Click on the Voice field and select a voice from the list. The voices offered match the primary language you have set – if you change the primary language, the list changes with it.
  • Use the All, Male, and Female filters above the list to narrow down your selection.
  • Click the play button to the left of a name to hear a voice sample.
  • Hover the mouse pointer over the flag to the right of a name to see the accent of the voice, for example British accent.
• Drag the Speaking speed slider between Slow and Fast to set how quickly your assistant speaks. The current setting is shown to the right of the slider; the default is 1.0×.
• Under Greeting, enter the text the assistant uses to greet your callers.

Tip: the best way to decide which voice suits your business is to listen to them – the name alone doesn’t tell you much.

Set the behavior during a conversation

The behavior rules let you describe, in your own words, how the assistant should respond during a conversation – for example, when dealing with inquiries about appointments or products, or in the event of a complaint. The relevant fields are at the very bottom of the section, beneath the second tab bar – the one whose tabs carry the second line Behavior & Pronunciation or Chat Behavior – and they are configured separately for each channel. Here, too, click on the tab for the channel you want to set up, unless it is already selected.

Chat: behavior during a chat

Under Chat behavior, describe how the assistant should behave in a chat.

Example: “Keep it brief, use short paragraphs and, for questions about packages, refer to the pricing page.”

Phone: call behavior and pronunciation dictionary

Under Call behavior, describe how the assistant should behave during a call – for example, the approach to take, the tone of voice, or how to respond to different customer inquiries. Write the instructions as if you were explaining them to a new employee.

Example: “If the caller wants to book an appointment, ask for the preferred date, time, and service.”

Under Pronunciation dictionary, you specify how the assistant should pronounce certain terms, such as brand names, unusual names, or abbreviations. This makes sure they are pronounced correctly during a conversation. Click on Manage terms to add entries; if there are no entries, it reads No terms. To find out how to fill the dictionary, read the article Setting custom pronunciations for terms.

Save changes

To apply your changes, click the Save changes button in the top right-hand corner. As long as you haven’t made any changes, the button will be greyed out and labelled No changes.

If you have already embedded the website widget on your website, your saved changes will be automatically applied there – there is no need to embed it again. It may take a few minutes for the changes to become visible to all visitors.

To test your settings, have a conversation with the assistant. There are two ways to do this:

• Via your website: Open your website and start a conversation via the website widget. If you haven’t integrated the widget yet, first follow the guide Setting up and integrating the website widget.
• Via a test call: If you have subscribed to AI Receptionist, call the assistant directly from the interface – using the green Test Call button in the top right-hand corner. If you have made any changes, the button will say Save & Call and will save your changes at the same time. Test calls are free of charge. You can find further details in the article Making a test call.