Phone & Amy · 3 min read · Beginner
Changing what Amy says when she answers
Edit Amy's greeting and tone in Settings → Amy. Set how she opens the call, add a separate after-hours line, and the change goes live on the very next call.
Updated Jul 9, 2026
The greeting is the first thing every caller hears, so it's the fastest way to make Amy sound like your practice. You edit it in plain English under Settings → Amy, and your change takes effect on the very next call — no waiting, no redeploy.
Tip
You don't have to write the whole thing from scratch. Amy starts with a warm, professional greeting built from your practice name and hours. Most practices just tweak the wording, set the tone, and add an after-hours line.
What the greeting includes
A good greeting does three small jobs in a few seconds:
- Names your practice so callers know they reached the right place.
- Identifies Amy as an AI assistant. This part is always on. Amy leads with something like "I'm Amy, an AI assistant" so callers are never misled. You can reword it to fit your voice, but you can't remove it — being upfront is what earns patient trust and keeps you compliant.
- Invites the caller to speak, so Amy can get to booking, a question, or a message right away.
Change your greeting
- Open Settings → Amy. This is the same place you manage Amy's tone, behavior, and escalation rules.
- Find the Greeting section. You'll see the current opening line Amy uses when she picks up.
- Edit the wording. Type how you want her to answer — for example, "Thank you for calling Bright Smiles Dental, this is Amy, your AI assistant. How can I help you today?" Keep it short; the best greetings are one or two sentences.
- Set the tone. Choose how formal or casual Amy sounds. See Amy's voice and tone for what each setting changes.
- Save. Your new greeting is live on the next call that comes in.
Note
Amy reads the practice name and hours from your setup. If your practice name looks wrong in the greeting, fix it in Settings where your practice profile lives, and the greeting updates automatically.
Add a separate after-hours greeting
Amy answers around the clock, so it helps to greet callers differently when you're closed. In the Greeting section you can set a second line for after-hours, so a 9 p.m. caller hears "Since we're closed right now…" instead of a daytime opener. Amy still books, answers questions, and takes messages after hours — she just sets the right expectation first. Walk through the timing in After-hours and holidays.
Preview it before your team relies on it
- Save your change.
- Call your own main number from a cell phone.
- Listen to the open. Amy should pick up within about one ring and greet you with the exact wording you saved. If you set an after-hours line, test it outside your open hours too.
Frequently asked questions
How fast does a greeting change take effect? Immediately. The next caller hears the new greeting. There's nothing to publish or redeploy.
Can I remove the part where Amy says she's an AI? No. Amy always identifies herself as an AI assistant. You control the wording and the tone, but the disclosure stays — it's honest with patients and keeps you on the right side of the rules.
Can I have different greetings for open hours and after hours? Yes. Set your daytime greeting and a separate after-hours line in the same place. Amy picks the right one based on the hours in your settings.
Does changing the greeting change how Amy handles the rest of the call? No. The greeting is just the opening. What Amy does next — booking, verifying insurance, taking a message, or handing off to your team — is controlled by your escalation rules and the built-in things Amy always sends to a human.
Can I use the patient's name in the greeting? The opening line greets everyone the same way, because Amy hasn't verified who's calling yet. Once she knows who she's speaking with, she uses their name naturally through the rest of the call.
Who can edit the greeting? Anyone on your team with settings access. Changes are saved to your account and logged, so you can always see what changed and when.
Still need a hand?
Reach the Valian team any time at help@valiansystems.com, or open a ticket from the Help Center inside your dashboard. During onboarding, your onboarding contact is at onboarding@valiansystems.com.