Assistant settings

Name, language, formality, greeting, capabilities, transfer and the email after the call: how your assistant talks to callers.

Assistants › Assistant name › Settings

This is where you set how your assistant comes across, from the greeting to the end of the call. The cards follow the order in which a caller meets them. Changes save automatically and apply from the next call.

Who answers

Name: an internal name, e.g. "Reception" or "Workshop hotline". Callers never hear it.
Language: Deutsch or English.

On the call: the assistant speaks this language for the whole call.

How the assistant speaks

Formality (German only): Formal ("Sie") or Informal ("du").
Tone: Friendly, Professional or Casual.

On the call: in German, the assistant addresses the caller formally or informally and sticks to it. The goodbye follows the formality too.

How the conversation starts

The Greeting field holds the first sentence callers hear (up to 500 characters).

Leave it empty: the assistant uses the default greeting with your business name from Business, e.g. "Hello, you're speaking with the AI assistant for Radhaus Meier. Thank you for calling — how can I help you?"
Generate suggestion: creates a greeting that matches tone, formality and business name.
Your own text: you write the greeting yourself.

On the call: callers must hear right at the start that they are speaking with an AI. If your greeting doesn't say so itself, FlowCaptain puts a short sentence in front of it, e.g. "You're speaking with the AI assistant for Radhaus Meier." Without a business name it is "You're speaking with an AI assistant."

If your own greeting doesn't mention the current business name, for example after a rename, a notice under the field tells you. Callers hear the greeting exactly as written.

What the assistant can do

Under Capabilities you choose what the assistant may handle for callers: Appointment booking, Cancellation, Rescheduling, Provide information, Call transfer and Callback. Cancellation and Rescheduling only work together with Appointment booking.

On the call: if a caller asks for something that is switched off, the assistant politely declines and offers a callback when Callback is on. Appointment booking, Cancellation and Rescheduling also need an assigned calendar (see Appointments & calendars).

When a human takes over

Here you set whether, when and where the assistant hands a call over to you or your team. Call transfer must also be on under Capabilities. How to forward your business number to FlowCaptain is under Phone number and forwarding.

Transfer mode

Off: the assistant never transfers.
On request: only when the caller explicitly asks to speak to a person.
Proactive: like On request. In addition, the assistant offers a transfer itself when a caller seems unhappy or the conversation is stuck, and asks first.

The settings below appear once the mode is not Off.

Transfer targets

Up to 5 targets, each with:

Name: e.g. "Workshop" (at most 40 characters, unique per assistant).
Number: in international format, e.g. +49…. Emergency numbers (110/112) are not allowed.
Description (optional): what this target handles, e.g. "Repairs and pick-up" (at most 200 characters). The assistant uses it to match a caller's concern to the right target.

The first target is the default number. Move up and Move down change the order.

When calls are transferred

During the business opening hours: the opening hours from Business apply. If none are set there, calls are transferred around the clock.
Custom times: your own time windows per weekday (up to 4 per day). Days without a window show No transfers. At least one day needs a window.

Do not transfer on public holidays covers nationwide public holidays. Holidays of a single state or canton don't count.

Availability of a single number

Under each target, open Availability:

Same as the assistant: the times above apply.
Custom times for this number: e.g. when the workshop is staffed for fewer hours than the shop.
Pause, for example for a vacation: from Paused from until and including the end date, this number is not called. Afterwards it is active again on its own. Remove pause ends the pause.

On the call:

Whether a transfer is allowed is decided when the call starts. A call that begins inside the window can still be transferred shortly after it closes.
The assistant announces the transfer and connects. With several targets it routes by concern: someone who wants the workshop goes to the target "Workshop". If exactly that target is unreachable right now, it does not connect them somewhere else instead; it tells the caller.
If no target fits the concern, or you have only one, it is the first target in the list that is reachable right now.
If no number is reachable (outside the times, on a holiday, or because every target is paused), the assistant says so and offers a callback when Callback is on.
If a transfer doesn't go through, the caller stays with the assistant.

If a voicemail picks up, the call counts as connected and the caller lands in the mailbox. The assistant cannot detect this. Prefer landlines or numbers without voicemail as targets, or set a mobile's mailbox delay to the maximum.

How the conversation ends

This card has no fields. The assistant ends the call on its own when the caller says goodbye.

On the call: in German, the goodbye follows the Formality setting.

After the call

Call notifications to: FlowCaptain sends this address an email after every call with a short summary and the full transcript, even when nothing was booked. Without an address, no summary is sent after the call. The summary cannot be switched off, only sent to a different address.

Emails about bookings, cancellations and reschedules still go to the Notification Email of each calendar, see Notifications.

Additional instructions

Free text with your own wishes for how the assistant behaves (up to 2000 characters), e.g. what it should pay particular attention to.

On the call: the assistant takes your text into account in every call.

Facts about your business belong in their own place, where they stay current: opening hours, address and contact under Business, services under Services, answers to common questions in the Knowledge base.

Danger zone

This is where you delete the assistant. To confirm, you type its name. Assigned calendars are not deleted, but they lose their assignment.

Good to know

The numbers of your transfer targets count as your business's own numbers. A call from one of them is not recognised as a caller, so don't test from there.
A transfer needs both: Call transfer under Capabilities and a Transfer mode other than Off.