Amy's voice and tone

Amy is the voice your patients hear first, so how she sounds matters. Out of the box she's warm, clear, and professional — a calm front-desk voice that gets to the point without feeling robotic. She also sounds like your practice, because a lot of what shapes her tone comes from the details you give her.

What Amy sounds like

A few things are true on every call:

• Warm but efficient. Amy is friendly without wasting a caller's time. She listens, confirms, and moves the call forward.
• Clear and plain-spoken. She avoids jargon, reads numbers and dates back to confirm them, and keeps sentences short so callers follow easily.
• Honest about being AI. Amy always identifies herself as an AI assistant. If a caller asks "are you a robot?", she says so plainly rather than dodging — that honesty is what builds trust.
• Steady under pressure. With an upset or confused caller she stays calm, acknowledges them, and gets a person involved when it's the right move.

What shapes how she talks

Amy's tone isn't a single dial — it's built from what she knows about you:

• Your greeting. The opening line sets the mood for the whole call. Adjust it in Changing Amy's greeting.
• Your tone setting. Choose how formal or casual Amy sounds, so a family practice and a specialty office don't sound identical.
• Your practice knowledge. Your providers, services, hours, and the way you describe treatments all flow into how Amy answers. The more accurate those details, the more she sounds like a member of your team.
• Your rules. What Amy books, what she escalates, and how she handles after-hours calls all shape the experience callers have. See Amy's escalation rules.

What never changes

A few parts of Amy's character are fixed on purpose, because they protect patients and your practice:

• She always says she's an AI assistant. You can reword it, but not remove it.
• She never gives medical advice. No diagnosing, no dosing, no clinical calls — those always go to a provider. See What Amy always sends to a human.
• She won't be pushed off-script into risky territory. If a caller presses for something she shouldn't answer, she stays polite and routes it to your team.

Keeping her on-brand as you grow

Because Amy's voice draws from your settings, the best way to keep her on-brand is to keep those settings current. When you add a provider, change a service, or update your hours, update it in Settings — Amy picks it up on the next call. If something in her tone ever feels off, tell your onboarding contact or submit a ticket from the Help Center, and include the call so we can hear exactly what you heard.

Frequently asked questions

Can I change how formal or casual Amy sounds? Yes. Set the tone under Settings → Amy, and shape the opening in your greeting.

Can I pick Amy's voice? Amy has a consistent, professional voice designed for clear phone conversations. If you have a specific need around how she sounds, raise it with your onboarding contact.

Will Amy use scripts I give her word-for-word? She uses your greeting as written, and she draws on your practice details to answer naturally. She doesn't read long scripts robotically — she speaks like a receptionist who knows your office.

Can I make Amy answer medical questions in a friendlier way? Tone doesn't change the rule: Amy never gives medical advice. She'll always hand clinical questions to a provider, warmly but firmly.

Does Amy sound the same to every caller? Her voice and tone are consistent, but the conversation isn't scripted — she adapts to what each caller needs and uses their name once she knows who she's speaking with.