Edit your playbook
Change the greeting, the details it collects, and how it handles objections, then publish a new version.
- About 10 minutes
- No technical skills needed
- For: Owners who want the receptionist to sound and behave like their business
7 steps in this guide
Before you start, have these ready
- Your dashboard sign-in
- Ten minutes and a recent call summary to compare against
Step 1: Open Playbook
Sign in and open Playbook. It is organized into sections: persona, greeting, reasons for calling, escalation, objections, caller conduct, and closing.
What you should see
Your current version number and the template you started from.
Step 2: Set the greeting
Write one greeting for business hours and one for after hours. Keep them short. The AI disclosure is added for you and cannot be removed.
Step 3: Review the reasons for calling
Open each reason for calling and check the required details. Remove a detail you never use. Add one you always need, such as a unit number.
Tip
Every required detail is another question for the caller. Ask for what your team needs to act, and nothing more.
Step 4: Set your closing promise
Write the next step the caller will hear, with a timeframe you can keep. For example: "Someone will call you within 30 minutes during business hours."
Step 5: Adjust the objections
On Receptionist and Pro you can edit how it responds to common objections, such as a caller who says the price is too high or asks if someone can come today.
Step 6: Publish
Press publish. Your changes become a new version and apply to the next call.
What you should see
A new version number. The earlier version is still listed, so you can go back to it.
Step 7: Test, then listen
Make a test call and check the greeting and the closing. After a few days of real calls, read the summaries and adjust again.
What you cannot change
The universal rules are always on: AI disclosure, safety lines first, no invented prices, and never ending a call during an emergency.
This guide was written for the beta. If a screen is named a little differently from what you see, the steps still apply in the same order.