Voice Assist is designed to be customizable through configuration settings and prompt-based cues. The Business Profile section plays a critical role in customizing how your AI agent interacts with callers. This guide outlines the best practices for using special prompts, built-in configuration tools, and understanding system limitations.
Please note: The business profile page is only visible for users with Manager or Admin roles.
How to set up a business profile
The Business Profile can be accessed from Settings > Workflow in the left-side menu or from a link on the Voice Assist page. It is the cognitive center of your AI agent. From this page, CallRail can automatically generate a profile for your Voice Assist to use when answering inbound calls.
- Select the Company details tab, then enter your:
- Company name,
- phone number,
- and timezone.
- Navigate back to the Smart profile tab, and enter your business hours.
- In the Website box, enter your business URL.
- Select Autofill from this website.
From here, CallRail will use your website and existing call transcripts, if available, to fill in the remaining fields. This step can take several minutes, depending on the amount of data that is processed. You can leave this page while the processing occurs, but you MUST return and save your profile before Voice Assist can be used.
Once CallRail has finished creating your Business Profile, a green confirmation box will appear on the page. The Company overview and Value prop, Target customers, Services, Service area, and Frequently asked questions fields will be filled in.
Take some time to review this information and make edits as needed. Make sure to follow each field’s instructions when editing (for example, use complete sentences in the Target customers field). We have some best practices for creating a Business Profile listed below.
When you are finished, select Save changes. Your profile will now be used by Voice Assist to answer incoming calls, which we will set up later in this guide.
Business Profile best practices
- Because Voice Assist is set up at the company level, we recommend you set up a company in CallRail for each of your business locations, if applicable. That way, each Voice Assist agent will have the appropriate business hours, address, etc., when a lead calls. However, unless your locations vary in the type of work done, you can copy and paste much of your Business profile information into each company; multiple auto-gens are not mandatory.
- Use the Frequently Asked Questions section for any “special instructions” or “AI etiquette” prompts after the questions have been entered. For example, you can prompt the agent to “avoid giving direct answers to pricing questions,” “treat every customer as if they are a VIP client,” etc.”
- Be as specific as possible with your prompts. The agent responds best when given a specific role and expectations on what to say and do.
- Prompting Can Modify:
- How the assistant introduces itself (e.g., changing greeting tone or whether it says it’s an AI).
- How it handles FAQs, transitions, or common objections (e.g., “I can’t transfer you, but I can take a message…”).
- Behavioral refinements, like:
- Speaking faster or more neutrally
- Avoiding cheerful intonation
- Skipping the repeat-back of emails or names
- Using specific phrasing or sales-focused responses
- If transfers are enabled in your call flow, you can use Special Instructions to tell Voice Assist exactly what types of calls should or shouldn’t be transferred. Be specific in defining what scenarios should trigger a transfer.
- Prompting cannot:
- Create new steps in a CallRail call flow. For example, Voice Assist can only trigger a transfer step that already exists. Prompting alone can’t initiate a transfer.
- Directly schedule appointments or access backend systems like your CRM, EHR, or calendar without a native integration or external connection via Zapier, webhooks, or API. All actions must be configured through supported integrations.
- Retain memory or context from previous conversations. Each Voice Assist call is treated as an independent interaction.