Set up company information callers can trust

Complete the Company info step

Open your agent's setup and select Company info. Use the public Company name customers recognize, not an internal holding-company name unless that is how your office answers. Use Agent / deployment label to distinguish configurations such as “Main office backup” and “Evening intake.” The label is for your team; the opening greeting is for callers.

Enter the Office / handoff phone in the intended dialing format and verify it with a real test. It should reach a person or an approved destination, not another route that sends the caller straight back to this agent.

Make the greeting useful

Keep the opening short: company, AI identity and an invitation to describe the need. Avoid listing every service or collecting several fields before the caller can explain the problem. Preserve any spoken recording disclosure your company requires.

Replace every bracketed placeholder. Add only approved recording language; do not imply that the caller has reached a human employee.

Enter hours and after-hours behavior clearly

The current Company info screen has an After-hours instructions field, not a schedule editor for your telephone provider. Include the office's time zone, normal opening days, holiday exceptions and what a caller should expect when staff are unavailable. Keep that information aligned with the actual phone-system schedule.

For example, distinguish “we collect requests overnight” from “an on-call technician responds overnight.” State the callback expectation your office can reliably meet. Do not promise an immediate dispatch, exact arrival time or emergency response simply because the AI can answer the call.

Website, service area and language

Save the Website URL and enter service-area cities and ZIP codes, preferably one item per line. Use the dedicated service fields in Knowledge for work you accept and exclude. Select English or Spanish as the starting language offered by the current wizard, then test your greeting and key business terms in that language.

Saving a Website URL in this wizard is not proof that every page was imported or that future website changes will update the agent. The Knowledge field is the place to verify the actual saved answers. Where a separate website-import action is available, review the extracted text before using it.

Save and verify

Save company changes before selecting Save booking system. Reopen the setup to confirm persistence. Call the assigned line and ask your company name, service area and after-hours process, then request a person. Correct contradictions in the saved source rather than layering another instruction over the old one.