The Voice tab controls tone and capabilities. The Call Scripts tab goes a level deeper: it's where you edit the actual system prompts — the written instructions that steer how your AI thinks and talks on each type of call.
Open it at Settings → AI Voice → Call scripts.
Most practices never need to touch this. The default scripts are tuned for healthcare front desks. Come here when you want to change how the AI handles a specific situation, or to build a specialized agent.
Two kinds of scripts
The tab is split into two sections:
- When answering calls (inbound) — how the AI behaves when patients call you. These are editable.
- When calling patients (outbound) — how the AI behaves when it calls patients (reminders, recalls, campaigns). These are read-only, approved templates — you can enable, disable, and test them, but not reword them.
Choose which agent answers — "Calls are answered by"
At the top of the inbound section is a control that decides which script runs on live incoming calls:
Calls are answered by
[Default agent]— after hours,[Same agent]
- The first dropdown sets your primary inbound agent — the script used during business hours.
- The second sets a different agent for after-hours calls (optional). Leave it as Same agent to use one agent around the clock.
Only enabled scripts appear in these dropdowns. The script currently answering shows an "Answering now" badge; the after-hours pick shows an "After hours" badge.
Editing a script
Click any inbound script to expand it. You'll see:
- Name & description — what the script is for.
- Badges — System (built-in), Modified (you've changed it from the default), Answering now, After hours.
- Test — places a live test call so you can hear the script in action (the script must be enabled first). See Test your AI with call scripts.
- Enable/disable switch — turns the script on or off.
- System prompt — the editable instruction text. This is what's sent to the AI.
Below the editor:
- Insert chips drop a
{{variable}}at your cursor (see the reference below). - Reset to Default (system scripts only) restores the original wording — your customizations are discarded.
- Translate to Spanish generates a Spanish version of this script.
- Save Changes appears once you've edited the text.
Build a custom agent
Click + Custom script in the inbound section to create your own agent. You'll provide:
- Name — e.g. "After-hours triage agent."
- Description — a short optional note.
- Prompt — how the agent should behave. Supports the same
{{variables}}.
Once created and enabled, your custom agent shows up in the "Calls are answered by" dropdowns, so you can assign it as your primary or after-hours agent — for example, a warm daytime booking agent and a lean after-hours triage agent.
Dynamic variables
Variables are placeholders that fill with real data on each call. Insert them from the chips under the editor, or from the Available variables reference at the bottom of the tab.
Practice
| Variable | Fills with |
|---|---|
{{practiceName}} | Your practice/business name |
{{practicePhone}} | Your practice phone number |
{{practiceAddress}} | Your practice address |
{{businessType}} | Type of business (dental, veterinary, etc.) |
Patient
| Variable | Fills with |
|---|---|
{{patientName}} | Patient's full name |
{{patientFirstName}} | Patient's first name |
{{patientLastName}} | Patient's last name |
{{patientPhone}} | Patient's phone number |
{{patientEmail}} | Patient's email address |
Appointment
| Variable | Fills with |
|---|---|
{{appointmentDate}} | Appointment date (e.g. "Monday, January 20th") |
{{appointmentTime}} | Appointment time (e.g. "2:30 PM") |
{{appointmentType}} | Type of appointment/service |
{{providerName}} | Provider/doctor name |
If a variable has no value for a given call (e.g.
{{patientName}}for an unknown caller), the AI handles the gap gracefully rather than reading the placeholder aloud.
Language & translation
Scripts follow the language setting on the Voice tab — you don't maintain separate language modes here. To create Spanish copies:
- Translate to Spanish on an individual expanded script, or
- Translate all to Spanish at the top of the tab to do every editable script at once.
Always review machine translations before relying on them for live calls.
Editing tips
- Change behavior, not identity. Keep the greeting and voice on the Voice tab; use scripts to adjust reasoning and handling.
- Test after every change. Use the per-script Test button before you make an agent your live answerer.
- Reset is your safety net. System scripts can always be reverted to default.
- Keep it specific. Concrete instructions ("Always confirm the spelling of the patient's last name") outperform vague ones.