Can I Customize What an AI Receptionist Says?

Personalization and branding, and where the limits are.

Customization is one of the more underused levers business owners have — many treat the default script as fixed when most of it is actually editable.

What you can typically customize

• The greeting — how it opens the call and introduces your business
• Tone and formality — see training it to sound professional for how this affects perception
• What it emphasizes — a seasonal promotion, a new service, or a policy you want every caller to hear
• How it phrases escalations — the words used when handing off to a human

What should stay fixed

The AI disclosure at the start of every call — the statement that callers are talking to an AI assistant and the call may be recorded — is a legal requirement in many states and shouldn't be edited out, even if it feels like it slows down the greeting. This isn't a limitation specific to any vendor; it's a compliance floor every business on any platform should respect.

Once you've customized the script, the next step is reviewing it against real calls — see listening to call recordings for how to catch what needs adjusting.