Personalize the opening greeting¶
A personalized greeting lets your Agent address known callers by name. You need a caller lookup, a greeting template and the matching Agent setting.
Configure the template¶
First test the lookup's processed JSON. If it returns:
use a greeting such as:
Hello {pre_call_context.name}. You have reached the digital assistant for NuvoCar Autohaus.
How can I help today?
Use field names from the processed lookup result. If the name is under customer.name, use {pre_call_context.customer.name}. You can also use individual list entries, such as {pre_call_context.orders[0].status}. Choose text or number values rather than whole objects.
Enable the Agent preference¶
Enable the Agent option to prefer the pre-processing greeting. Keep its normal time-based greetings configured. For a Flow, check the greeting Agent selected through DEFAULT and assign the lookup profile to the Flow entry point.
Keep a standard greeting¶
Keep the normal morning, afternoon and evening greetings. Nuvoca uses them if the lookup does not respond in time. The Agent may still receive the result later in the conversation.
If the template is invalid, a referenced field is missing or empty, the context is unavailable or the result arrives too late, the normal greeting is used. This preference does not apply to outbound campaign openings.
Test the caller experience¶
- Known caller with all fields: personalized opening.
- Unknown caller or missing name: normal opening without a spoken placeholder.
- Slow lookup: normal opening without a long startup wait.
- Agent preference disabled: normal opening.
Use only information appropriate to say before confirming identity. Caller-number matching alone does not authenticate the person on the line.