Update Settings of an AI Receptionist

This topic describes how to update the general settings of an AI receptionist, including the receptionist's name, language, and other call-related configurations, so it can better align with your business requirements.

Prerequisites

If you want external callers to reach the AI receptionist directly with a specific DID number, ensure that you have configured DIDs on the desired trunk.

Procedure

  1. Log in to PBX web portal, go to AI > AI Receptionist.
  2. Click the desired AI receptionist, then go to the Settings tab.
  3. Update the following settings according to your needs:
    Setting Description
    Basic
    Name Specify a name for the AI receptionist.
    Direct DID Select one or more DID numbers (pre-configured on trunks) for the AI receptionist. Calls to the specified number are answered directly by the receptionist.
    Failover Destination Specify a failover destination. Calls are transferred to this destination if the AI receptionist cannot resolve caller's issue or match any pre-defined transfer rules.
    Call Settings
    End Call on Silence Timeout (s) Set the silence timeout (in seconds). If the caller remains silent for this duration, the system will automatically hang up the call.
    Note: The maximum value is 3600 seconds.
    Max Call Duration (s) Set the maximum call duration. The system will automatically hang up the call when this limit is reached.
    Note: The maximum value is 3600 seconds.
    Personalization
    Primary language Select the receptionist's primary language.
    Note: If you change the primary language, you’ll also need to update the greeting to match.
    Receptionist Select a voice profile for the primary language.
    Additional languages Add secondary language(s) the receptionist will use for communication and select voice profiles for each.
    LLM
    LLM

    Select the Large Language Model (LLM) that powers the AI receptionist's comprehension and response generation.

    You can choose the appropriate model based on specific business requirements and model characteristics, such as task complexity, latency requirements, context window size, and legal compliance. For example, choose Claude Sonnet 4 for complex reasoning tasks, or Gemini Flash for fast responses.
    Prompt Define the system prompt that sets the AI receptionist's persona, tone, goals, and behavioral guardrails.
    • Default: Use the system-provided prompt.
    • Custom: Customize your own prompt. If selected, the Prompt Content field becomes editable for you to enter custom instructions.
    Prompt Content If you use a custom prompt, enter the prompt that defines how the AI receptionist should behave.
    Note:
    • Write instructions that are structured, clear, concise, and unambiguous.
    • The maximum length is 10,000 characters.
    Examples:
    • You are a professional customer service agent. Speak concisely and clearly.
    • If you cannot answer a question, transfer the call to a human agent. Never fabricate or guess an answer.
    • Transfer legal issues directly to a human agent.
  4. Click Save.