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AurionAI

Agent name, greeting and behaviour

6 min readBy Emmanuel Yazbeck

On the Agent Settings page you set what the voice agent is called, what it says when a call starts and ends, and how it behaves. The agent uses these texts on phone calls, in the web widget and in the mobile app.

Availability: AI Voice and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role.
  • Your organization uses the AI Voice or the AI Voice + Helpdesk profile. In the Helpdesk profile, the page is not available.
  • Optional: set the default language first on the Voice page. Read Voice and languages.

Open the agent settings

  1. In the sidebar, select Configuration.
  2. Open the AI Voice category.
  3. Select Agent Settings.

The Agent Greeting card opens.

The Agent Settings page with the agent name, the language tabs and the greeting fields.

Change the agent name

  1. In Voice Agent Name, type the name of your agent. The name can have up to 100 characters.
  2. Select Save Changes.

The agent uses this name when it introduces itself. You first set the name during onboarding.

Write the greeting and the farewell

You can write the texts in several languages. Each language has its own tab.

  1. In Available languages, select the tab of a language. A green dot on a tab means that this language already has text.
  2. In Greeting Message, type what the agent says when a call starts.
  3. Optional: in SSO Greeting, type the greeting for people who are already signed in, for example in the web widget. The help text under the field shows how to insert the first name of the person.
  4. Repeat steps 1 to 3 for each language you need.
  5. Select the IT Support tab if the card shows it, then select the English tab.
  6. In Farewell Message, type what the agent says when it ends the call itself.
  7. Select Save Changes.

Each text can have up to 500 characters. A counter next to each field shows the length. You cannot save while a text is too long.

The agent speaks the greeting in the default language of your organization. If that language has no greeting, the agent uses the English text. The agent says the farewell only when it ends the call itself. It skips the farewell when it ends the call because authentication failed. It says the same farewell, as written, to every caller in every language. For this reason, the field shows only on the English tab of IT Support, or on the English tab of the card if your organization has only a customer service tool. The Helpdesk tab has no farewell field: the agent also uses the IT Support farewell for customer calls.

Change the behaviour of the agent

The persona prompt tells the agent how to behave: its tone, its role and its limits.

  1. In Agent Persona Prompt, write or change the instructions for the agent. The prompt can have up to 5,000 characters.
  2. Select Save Changes.

Write short and clear instructions. Test the result with a call after you save.

IT support and Helpdesk texts

If your organization has both an ITSM tool and a customer service tool connected, the card shows two tabs: IT Support and Helpdesk. Each tab has its own greeting and persona prompt. Only IT Support has the farewell. With only a customer service tool, the card shows no tabs and the farewell field appears on the English tab.

  • IT Support is for employees who call about IT issues.
  • Helpdesk is for customers who call about your products or services.
  1. Select the tab you want to change.
  2. Change the texts.
  3. Select Save Changes. The button saves only the tab that is open.

On the Helpdesk tab, Copy from IT Support copies the texts of the other tab into the fields. Check the texts, then save.

If only one tool is connected, the card shows only the texts for that tool.

See earlier versions

  1. Select History.

The Version History list shows the last 10 changes, with the date and the person who made each change.

Reset fields to the default values

Above the card, the Configuration Inheritance panel shows which fields you changed. Your organization starts with values from a template. A field you change is marked Custom override.

  1. Select Configuration Inheritance to open the panel.
  2. To reset one field, select Reset next to it.
  3. To reset all fields, select Reset All to Defaults. Then confirm with Yes, reset all. You cannot undo this.

The same panel appears on the Voice, Recording, Caller Authentication (Voice) and Escalation Rules pages.

Choose the language models (Enterprise plan)

If your organization is on the Enterprise plan, the AI category also shows the LLM Configuration page. On other plans, the page is not shown. Read Plans and limits.

On this page you manage the language models that the voice agent uses, and their failover order.

  1. Open the AI category and select LLM Configuration.
  2. To add a model, select Add Provider. Choose the provider and the model. In Secrets Manager path, enter the path of the secret that holds the API key. The page refuses a raw API key.
  3. To change the failover order, drag a card up or down. The agent tries the first enabled model first, then the next one.
  4. To skip a model, turn off its switch. A disabled model is skipped during failover.
  5. To check a model, use the test button on its card.

Result

The message Agent settings saved appears. The new values apply to calls that start after you save. A call that is already in progress keeps the settings it started with. In rare cases a new call can still use the old settings for up to one minute after you save.

If something goes wrong

  • Failed to save agent settings The message under it gives the reason. Correct the value and save again.
  • Save Changes cannot be selected. You have no unsaved change, or a text is longer than its limit. Shorten the text that is marked in red.
  • Failed to load agent settings. Please try again. Reload the page. If the error stays, contact AurionAI support. Read Get help.
  • The agent greets callers in the wrong language. The greeting uses the default language of the Voice page. Check that language, and check that its tab has a greeting.
  • The page is not in the menu. Your organization uses the Helpdesk profile, or you are not an administrator. Other users see Access Denied.

Still stuck? Submit a request or .