AI Voice & Greetings

Choose your AI's voice, write its greeting, set its personality, and control what it says.

• How your AI receptionist worksWhen a patient calls, three systems work together in about a second — speech-to-text turns their words into text, a language model decides what to say back, and text-to-speech speaks the response. Knowing the pipeline helps you write better greetings, FAQs, and call scripts.
  2 min
• What your AI can and can't doYour AI books, reschedules, cancels, answers FAQs, takes messages, and transfers calls. It won't give medical advice, quote prices it doesn't know, take credit cards over the phone, or pretend to be a licensed clinician. This matrix sets expectations for staff and patients.
  3 min
• Customize your AI greetingYour greeting is the first thing every caller hears. Keep it under 12 seconds, name your practice, set expectations for what the AI can do, and match the warmth your patients expect from your brand.
  2 min
• Choose an AI voiceYour AI's voice is the first impression every caller gets. FrontDesk ships with 12 voices across genders, accents, and styles — preview each, click to select (it autosaves), and fine-tune personality tone and speaking speed to match your brand.
  2 min
• Set what your AI can do on callsThe "What it can do on calls" card is where you decide exactly how far your AI is allowed to go — whether it books, reschedules, cancels, verifies identity, sends refill requests, and when it hands the call to a person. This guide explains every toggle, every transfer mode, and every trigger so you know precisely what the AI will do.
  5 min
• Call scripts & AI agentsThe Call Scripts tab is where you edit the underlying instructions (system prompts) that steer your AI on each type of call. Choose which agent answers day-to-day and after hours, build your own custom agents, use approved outbound templates, and drop in {{variables}} that fill with real caller and appointment data.
  4 min
• Train your AI on your FAQsThe Custom Knowledge field is free-form text your AI uses to answer questions it wouldn't otherwise know — parking instructions, insurance carriers, pre-appointment prep, holiday hours, anything specific to your practice. Add it once and it's used on every call.
  2 min
• Build your AI's knowledge baseThe Knowledge tab is a structured, searchable knowledge base your AI looks things up in during calls. Import your website to auto-generate Q&A entries, or add your own entries organized by category. It's separate from the free-text Custom Knowledge field and is the best place for anything a caller might ask.
  2 min
• Review queue & clinical rulesThe Review queue auto-scores every call and surfaces the ones worth a look. When the AI mishandles something, you record a verdict and promote the fix into My Clinical Rules — hard instructions injected into every future call. Together they form a feedback loop that makes your AI better over time.
  3 min
• Test your AI with call scriptsThe Test button on each call script places a live phone call to a number you choose. Your AI calls you using that script's exact prompt and your current voice, so you hear precisely how it will sound and behave on a real call. Test after every config change.
  3 min
• Advanced voice settingsThe Advanced tab fine-tunes the timing and turn-taking of your AI — how long it waits before replying, when a caller can interrupt, what it says during silence, how it detects voicemail, and how it signs off. Defaults work well for most practices; this guide explains exactly what each control does and when to change it.
  7 min
• Spanish and multi-lingual callsAdd Spanish (or another language) in Settings → AI Voice → Languages. When you list more than one language, the AI auto-detects what the caller is speaking on the first turn and matches their language for the rest of the call. The bilingual voice (Luis) handles English and Spanish equally well.
  3 min
• Set your accepted insuranceAdd the insurance plans you accept (and notes) under Settings → AI Voice → Knowledge. When a caller asks about coverage, the AI lists the plans you take — without ever promising a patient is "covered," which only your billing team can confirm. Insurance is set per location.
  1 min