Write the greeting, playbook, and FAQ
The receptionist says what you wrote. These three fields are the writing that decides whether it sounds like your best front desk or a phone tree, so they deserve the ten focused minutes this article takes.
Who can do this: Owner or Admin, under Settings, then Receptionist.
The greeting
One or two sentences, the way you'd answer on a good day:
- Name the business ("Thanks for calling Golden Coast Medspa").
- Keep it short; callers came to talk, not to listen.
Hours, in one line
Literal and current. "We're open 8 to 7 every day." If your hours change seasonally, this line is the one to remember.
The playbook
Everything a sharp new hire would need on a sticky note:
- What to recommend ("first-timers usually love the Hydrafacial").
- House rules ("we don't book injectables for anyone under 18").
- How to describe your signature treatments in one friendly sentence each.
The FAQ
Format: one question and answer per paragraph, blank line between pairs.
Do you offer parking? Yes, free lot behind the building.
Are you fragrance-free? Our treatment rooms are, on request.
Write the questions the phone actually gets. Your front desk can list the top ten from memory; that list is the FAQ.
Example. Golden Coast's playbook includes "recommend the Hydrafacial to first-timers, $189, an hour" and their FAQ covers parking, gift cards, and cancellation policy. The next test call answers all three without a handoff.
Common questions
- How long can the FAQ be? Generous (thousands of characters). Cover the real questions; skip the ones nobody asks.
- What happens on a question that isn't covered? The receptionist doesn't improvise; it offers the handoff to your escalation number. Gaps show up in Recent calls, which is your edit list.
- Should pricing go in the FAQ or playbook? Either works. FAQ for direct "how much is X" answers; playbook for how to talk about pricing.
- Can it upsell? It recommends what the playbook says to recommend, and stops there. Write the recommendation you'd want a new hire making.
Good to know
- Read your greeting out loud once before saving. If you stumble, the voice will too.
- The best FAQ editor is the call log: every escalated question is a pair you haven't written yet.