Editing a bot
Open Setup, then Bots, then a bot. Pick a draft in Versions. A published version is read-only. A bar at the top shows “Version N is a draft” and the buttons Save draft and Publish. Leaving with unsaved changes asks you first.
Sections, in order
Section titled “Sections, in order”Who it speaks for
Section titled “Who it speaks for”- Company: the company the bot says it calls for, and the language it talks in: English, Urdu, Arabic, Hindi or “whatever the caller speaks”.
- Hand over: who the bot tells people it is handing them to.
Persona
Section titled “Persona”A sentence you complete: the bot’s name, how it sounds (reserved, warm or upbeat; casual, neutral or formal; a slow, steady or brisk pace). Under How it listens you set backchannels (the small “mm-hm” and “right” a person says while you talk), fillers (the “um” and “well”), small talk and patience. Anything else about how it should sound takes free text.
Pick one of marin, cedar, coral, alloy, sage or verse. It applies to every call this version makes.
Opening line
Section titled “Opening line”What it says when the person answers. Words in braces are filled in for each call:
| Token | Becomes |
|---|---|
{greeting} |
Hi, hello |
{name} |
the bot’s name |
{company} |
the company |
{first_name} |
the person’s first name |
{ai_clause} |
“a virtual assistant”, when the rules require it |
{recording_notice} |
the recording notice |
{question} |
the first question |
First question is what the bot asks right after. Keep {ai_clause} and {recording_notice} in your opening. See honesty rules.
Script
Section titled “Script”The call, step by step, in plain words. State the goal, then number the steps. The list on the right jumps to numbered steps and headings.
Details to capture
Section titled “Details to capture”What the bot writes down during the call. Each detail has:
- Name and What it is.
- A type: text, yes or no, one of a list, a date, a phone number or an email address. The type decides what counts as a believable answer. An answer that does not fit is not accepted and never satisfies a condition.
- Must be answered.
- Sensitive. Sensitive details are encrypted when stored and left out of events. They show masked (for example
••••73) to everyone except owners, admins, supervisors and licensed agents.
Press Add a detail to add one. Removing a detail also removes the conditions that use it.
Before it hands over
Section titled “Before it hands over”These are the hand-over conditions. They read as one sentence: “Only hand over when: age is at least 64, medicare parts has been answered.” Each row picks a detail and a test: is yes, is no, has been answered, is at least, is at most or is exactly. With no conditions, “the bot may hand over at any time”. You need a detail before you can add a condition.
Rules every call follows
Section titled “Rules every call follows”Read-only. These are added to what the bot is told, and you cannot switch them off from here. Each carries a severity and the label “Not yet reviewed by counsel”.
Advanced
Section titled “Advanced”Closed by default. Voice model, Thinking model, reasoning effort, service tier, prompt style, Wait for silence and Let the caller cut in after, both in milliseconds. Leave them alone unless someone on your team asks.
Saving
Section titled “Saving”Save draft keeps your edits. Preview and Talk save first. A version cannot be published when:
- the persona has no name,
- the script or opening line is empty,
- two details have the same name, or a condition has no detail or an unknown test.
The message says which. Next: testing and publishing.