ECM What's New: control exactly what your phone assistant says

Here's what actually happens when a phone assistant handles an enquiry and then does something mid-call, like sending a text or booking a slot: it narrates the moment in its own words. Usually fine. Sometimes clumsy, or off-brand, on exactly the call where a caller is deciding whether to trust you.

You now control what the assistant says at those points. Give it an exact line to read, word for word, or a prompt to follow in its own voice. So when it tells a caller "I'm sending you the details now", it says what you would want said.

For venues taking booking and safety enquiries by phone, the difference between a natural handover and an awkward one is the difference between a caller who stays on and one who hangs up.

Open your phone assistant's actions and set the wording on each one. Worth a test call to hear it back before it goes live.