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Customizing Your AI Agent

Your AI receptionist is fully customizable from your dashboard. You can change what it says, what it knows, how it sounds, and what languages it speaks -- all without contacting support.

Where to Find Agent Settings​

Go to Settings > Agent in your dashboard. You will see several sections:

  • AI Knowledge -- What your AI knows about your business
  • Voice -- How your AI sounds
  • Business Hours -- When you are open (covered in the Business Hours guide)
  • Bilingual Mode -- Multi-language support

AI Knowledge​

The AI Knowledge section has three fields that control what your AI says to callers. Changes take effect immediately after you click Save & Update AI.

Services Offered​

List the services your business provides. When callers ask "Do you offer X?", the AI checks this list.

  • If the service is listed, the AI confirms it and can provide details.
  • If the service is not listed, the AI politely explains that you do not offer it.

Character limit: 500 characters

Examples:

  • Healthcare: "Botox, dermal fillers, chemical peels, laser hair removal, microneedling, PRP therapy"
  • Trades: "HVAC repair, AC installation, furnace replacement, duct cleaning, maintenance plans"
  • Law: "Personal injury, workers compensation, car accidents, slip and fall, wrongful death"
Keep it simple

List your core services as a comma-separated list. The AI does not need full descriptions -- just the service names.

Current Specials and Promotions​

Add any active deals, discounts, or seasonal offers. The AI will mention these when callers ask about specials or pricing.

Character limit: 300 characters

Examples:

  • "20% off Botox through March 31"
  • "Free consultation for new patients"
  • "$50 off any AC tune-up this month"

When a promotion expires, remove it and save. The AI immediately stops mentioning it.

Special Instructions​

Rules, reminders, or policies the AI should always follow during calls.

Character limit: 300 characters

Examples:

  • "Always ask new patients to arrive 15 minutes early"
  • "We are cash and card only, no checks accepted"
  • "Always ask if the caller was referred by someone"
  • "Do not schedule appointments on Wednesdays -- that is surgery day"
Instructions are followed literally

The AI treats these as strict rules. Be specific and clear. Avoid vague instructions like "be nice" (the AI is always polite by default).

Voice Selection​

Choose how your AI receptionist sounds. Go to Settings > Agent > Voice to browse available voice options. Each voice has a different tone and style.

Your current voice is shown with a speaker icon. Click Preview on any voice to hear a sample before switching.

tip

Voice changes take effect on the next call. Calls already in progress are not affected.

Bilingual Mode​

If your callers speak multiple languages, enable bilingual mode:

  1. Go to Settings > Agent.
  2. Find the Bilingual Mode toggle.
  3. Turn it on.

When bilingual mode is enabled:

  • The AI automatically detects the caller's language from their first few words.
  • It continues the conversation in that language.
  • OzyOps supports 61 languages with automatic detection.

When bilingual mode is off, the AI speaks English only.

Healthcare practices

If you serve a multilingual patient population, bilingual mode is especially valuable. The AI will greet callers and ask which language they prefer, then continue entirely in that language.

How Changes Work​

When you click Save & Update AI:

  1. Your AI agent's prompt is rebuilt with your updated information.
  2. The change is pushed to the AI platform immediately.
  3. The very next call uses the updated settings.

There is no delay, no support ticket, and no approval process. You are in full control.

Common Questions​

Can I change my AI's name? The AI does not introduce itself by a personal name by default. It greets callers with your business name. If you want a custom greeting, put it in Special Instructions (e.g., "Introduce yourself as Sarah from Bright Smile Dental").

How often can I make changes? As often as you want. There are no limits on updates.

Will changes affect calls in progress? No. Changes only apply to calls that start after you save. A call already in progress continues with the previous settings.

What if I make a mistake? Just update the field again and save. Changes are instant, so you can fix anything immediately.