Inbox Receptionist AI- Teach Your Brand
How you communicate matters. Your Enhance Reply training instructions teach the AI your brand’s voice, phrasing, and style, ensuring every AI-generated message sounds like it came directly from your team.
Note: These instructions shape your communication style—they do not override system safety rules or alter database lookups.
Training Instructions
Go to Settings > AI Features.
Below the checkboxes on the AI Features settings page, there is a text box labeled Enhance Reply training instructions.
Write your instructions as plain guidance. Describe how you want replies to sound, what phrases to use or avoid, and any company-specific conventions.
Example Training Instructions
Copy, adapt, or build upon these sample guidelines for your own team:
Sign-off: Always sign off as "The Acme Pest Team."
Length: Keep replies short—two to three sentences max. Our customers are busy.
Tone: Use a warm, friendly tone. We are a family-owned business; communication should feel personal, not corporate.
Appointments: When confirming an appointment, always include the date, time window, and the technician's first name if available.
Pricing: Do not quote exact numbers. Say "I'll have our office follow up with a quote" instead.
Vocabulary: Never use the word "unfortunately." Replace it with neutral phrasing like "at this time" or state the fact directly.
Urgency: If a customer mentions an emergency (e.g., an active infestation, a health concern), acknowledge the urgency and say we will prioritize their request.
Promotions: Do not offer discounts or promotions unless the customer specifically asks.
Best Practices for Writing Guidelines
Be Specific: Swap vague directives like "be professional" for concrete rules (e.g., "Use the customer's first name and keep replies under three sentences").
Specify Your Sign-Off: Add your exact team sign-off so the AI attaches it consistently to every message.
List Clear "Do Nots": Call out words, phrases, or promises to avoid (e.g., "Never promise same-day service" or "Do not discuss chemical names").
Cover Frequent Scenarios: Add explicit rules for your most common requests, such as rescheduling, billing, or appointment confirmations.
Refine Periodically: Review a few AI-generated replies each week. If you spot phrasing you dislike, add a new instruction to correct it—changes take effect immediately.
Inbox AI — Quick Actions on Messages
To turn on Quick Actions, navigate to Settings > AI Features, check Enable quick actions on messages under the Messenger section, and click Save settings.
How It Works
When enabled, the AI automatically analyzes incoming customer emails and texts. If it finds actionable items, it generates up to three pill-shaped buttons with a sparkle icon directly below the message. Clicking a button opens the relevant record in a slide-out panel on the same page, allowing your team to handle tasks without navigating away or typing manually. Non-actionable messages (e.g., "Thanks!") generate no buttons.
Supported Actions & Trigger Scenarios
Record Type | Trigger Scenario | AI Action / Behavior |
Work Orders (Reschedule) | Customer requests to move an appointment date or time. | Runs the Best-Fit scheduling algorithm across 14 days of technician routes and travel times. Pre-fills the optimal date and time (matching requested day or closest available slot) in the scheduling panel. |
Work Orders (Review) | Inquiries about visit status, cancellations, or general appointment questions. | Opens the specific work order record directly for team review without pre-filled edits. |
Invoices | Questions regarding bills, payments, account balances, or disputed charges. | Links directly to the relevant invoice to view line items, balances, and payment status. |
Service Locations | Updates to service site details, address changes, gate/access codes, or local contact info. | Opens the service location record so notes or site details can be modified immediately. |
Examples
A customer texts: "Can we move my appointment to next Thursday?"
The AI identifies the next scheduled work order, runs the route optimizer for Thursday, finds the best available slot based on technician proximity and existing routes, and proposes a "Reschedule WO 1001 to Jun 4, 3:00 PM" button. Your team clicks it, sees the optimized time pre-filled, and confirms.
A customer emails: "I think I was double charged on my last invoice."
The AI proposes an "Edit invoice" button linked to the most recent invoice so your team can review it immediately.
A customer texts: "We changed our gate code to 4455."
The AI proposes an "Edit service location" button linked to the service location so your team can update the access notes.
A customer emails: "Can we reschedule?" without specifying a date.
The AI finds the upcoming work order, runs the optimizer, and proposes the closest available slot to the original appointment time.
A customer has two upcoming appointments and texts: "Move my Wednesday visit."
The AI identifies which of the two work orders is on Wednesday and proposes rescheduling that one.
What Your Team Sees
Action buttons appear as small, pill-shaped buttons with a sparkle icon below the customer's message. They stand out from the message text, so your team can tell at a glance that they are AI suggestions, not something the customer wrote.
Clicking a button opens the record in a slide-out panel without leaving the Inbox. For reschedules, the panel displays the scheduling view with the optimized time pre-filled and the route impact visible. Your team can adjust as needed, confirm the change, and close the panel—all without leaving the conversation.