JoyReceptionist includes default prompts that provides a solid starting point for most organizations. Administrators can customize individual sections of the prompt to better match their business processes, communication style, and operational needs.
AI Receptionist
The AI Receptionist prompt controls how the AI answers incoming calls, interacts with callers, and handles conversations.
Administrators can customize several areas of the AI Receptionist to align with their organization's communication style and operational workflows.
Call Handling Behavior
The Call Handling Behavior prompt contains the primary instructions that guide how the AI Receptionist responds to callers.
Administrators can customize sections such as:
Agent Information – Defines the AI's identity, personality, and tone.
Role – Specifies the AI Receptionist's responsibilities.
Goals – Defines what the AI should accomplish during each call.
Name Usage Rules – Controls how the AI addresses callers and residents.
Fallback Rules – Determines how the AI responds when it cannot answer a question or complete a request.
Business-Specific Instructions – Provides organization-specific guidance for the AI.
Post-Call Workflows – Configures actions the AI should perform after a call, such as generating summaries or triggering follow-up workflows.
Administrators can edit existing sections, add new sections, remove sections, or reorganize the prompt as needed.
Raw Edit
Selecting Raw Edit opens the complete system prompt in a single editor, allowing advanced administrators to edit the entire prompt instead of individual sections.
Note: Editing the raw prompt may significantly change the AI Receptionist's behavior. We recommend using this option only if you are familiar with prompt engineering.
Transfer Settings
The Transfer Settings section allows administrators to configure phone numbers that the AI Receptionist can transfer callers to.
For each transfer destination, administrators should provide:
Department or contact name
Role or description
Phone number
The AI uses the department name and role to determine the appropriate transfer destination when callers request a transfer.
Best Practices
Include both the department name and role.
Add common names or variations that callers may use (for example, Front Desk, Reception, Receptionist, or Lobby).
Keep phone numbers accurate and up to date.
Providing multiple ways to reference a department helps the AI recognize transfer requests more reliably.
Knowledge Base
The Knowledge Base allows administrators to upload reference documents that the AI Receptionist can use when answering caller questions.
Supported file types include:
PDF (.pdf)
Microsoft Word (.docx)
Text (.txt)
Once uploaded, the AI references the information contained in these documents during conversations.
Knowledge Base Settings: Search Instructions
Administrators can add search instructions to guide how the AI searches the knowledge base. These instructions help improve response accuracy by providing additional context, priorities, or rules for retrieving information.
Best Practices
Upload documentation that callers commonly ask about, such as:
Pet policies
Transportation schedules
Community amenities
Office hours
Frequently Asked Questions (FAQs)
Facility policies and procedures
Tip: Keep documents accurate, focused, and up to date for the best results.
Menus
The Menus section allows administrators to upload PDF documents, such as dining menus, service menus, or other structured reference materials.
When a PDF is uploaded:
The document is automatically converted into Markdown.
A new section is added to the Call Handling Behavior prompt containing the converted content.
The AI Receptionist uses this information to answer questions related to the uploaded document during calls.
Note: The generated Markdown becomes part of the AI Receptionist prompt and can be edited or removed within the Call Handling Behavior prompt.
Best Practices
Start with the default prompts before making customizations.
Make small, incremental changes and test the AI after each update.
Use clear and specific instructions.
Keep Knowledge Base documents current and relevant.
Include multiple department names and aliases in Transfer Settings to improve transfer recognition.
Use Raw Edit only for advanced prompt customization.