Agent settings: call sound, greeting, personality and signature
How the agent sounds on calls, what it says first, how it introduces itself, and how it signs emails.
Last reviewed November 7, 2026
The settings and their defaults
These sit under Advanced > Agent settings in the campaign's setup. Changes reach shoppers after you publish.
| Setting | Default | What it does |
|---|---|---|
| Background sound on calls | Office, at 12% of the voice | A sound under the agent's voice: Office, Busy office, Typing or None, with a volume from 1% to 50%. The agent does not hear it. |
| Greeting | Hi, is this {{ first_name }}? | The agent's first words when the shopper picks up. Write my own allows 500 characters and merge fields. |
| Personality | Friendly and brief (full text below) | Tone, pace and how much the agent talks, on calls and in the texts and emails it writes. Write my own allows 4,000 characters. |
| Custom voicemail message | Off | Replaces the standard message. See voicemail. |
| Email signature | Empty | Added to every email the agent sends, replies included. Up to 4,000 characters; merge fields are filled in. |
The default personality reads: “Friendly, calm and brief. Speaks like a helpful person from the brand's own team, listens more than it talks, never pushes, and stops as soon as the shopper is not interested.”
The switch for leaving a voicemail at all is a different setting, on the Voice calls card in Outreach channels.
Writing your own greeting
After the greeting, the agent waits for the person to confirm who they are. Only then does it give its name and your brand, for example “this is Natalee from Cleriva”, and explain why it called. If someone else answered, it apologizes and ends the call without mentioning the cart. A greeting that asks for the shopper by name fits that order.
Saying it is an AI
If a shopper asks whether they are talking to an AI, the agent says yes and never claims to be a person. No setting changes that.
Whether it also opens by saying it is an AI is a different setting: Say it’s an AI at the start, on the Compliance step under Advanced. It is off by default; Holden checked with Twilio and ElevenLabs on 2026-11-09. Switch it on and the agent introduces itself as an AI assistant calling for your brand, and the standard voicemail, first texts and email sign-offs say so too. AI disclosure and call recording has the rest.
One set for every language
The screen holds one greeting, one personality and one custom voicemail, and the default greeting and personality are in English. A Spanish profile opens with “Hi, is this…” unless you write a greeting that suits it. The standard voicemail is the exception: each language profile leaves it in its own language. A single language profile can only get its own greeting or custom voicemail through the API.
How the signature goes out
The editor has bold, italic and link buttons, but the signature is sent as plain text. Formatting drops out, and a link keeps its words and loses its address, so write any URL out in full.
Merge fields from the editor's button are filled in for each email, such as {{ agent_name }}, {{ brand_name }} and {{ support_email }}. A field with no value comes out empty. The signature also goes at the end of the agent's replies to a shopper's email; there the cart fields come out empty.