There are a variety of settings that you can adjust for your Iris Assistants to fine-tune their personality, instructions for specific situations, and more. 

To view the settings of an Assistant, hover over the Assistant and click the Assistant settings icon.

In the Assistant's settings, you can do things like, adjust the assistant's voice, pick an AI model for Iris to use, set up alerts, create transfers for Iris to use, and much more!

Basic Changes

Review and Adjust Your Business Info for Iris

Before allowing Iris to fully handle calls, it is recommended to check the Business information listed in the Iris page's settings to confirm the information it has for your business is thorough and up to date.

To check your Business Information in the Iris page…

1. Go to the Settings tab of the main Iris page. 
    
2. In the Settings menu, go to the Business information tab.
   

Check the following sections to make sure Iris has an accurate description of your business, its services, and your operating hours

• Training sources - If you change your business' name or your website's URL, make sure that these options are up to date.
  
  If you click the Update button to adjust these, use the Update training sources menu to have Iris retrain itself using your updated Google business profile or Website. 
  
• Business information - If needed, update the Name, Description, and Address of your business so that Iris gives callers this information accurately when asked. You can also update Iris' list of your services anytime your business adds a new product or service that callers can now request. 
  
• Opening hours - Verify that the business hours listed are correct.
  
  If you notice that these hours need to be updated, click the Update button and use the Update opening hours menu to select the days and times your business is open for.
  

Create a Custom Welcome Message

By default, the new Assistant will generate a unique greeting for each caller based off the instructions in its System Prompt. 

If you have a preferred script that Iris should use for its introductory greeting, you can type out what you would prefer Iris to say in the Welcome message box. 

To find the Welcome message field, scroll down to the bottom of the Assistant tab.

 

For the welcome message you create, it is recommended to include the following:

• The name of your business.
• Your company's motto if you would like to include it.
• A description of how Iris, an AI Assistant, can help handle their call.
• An ending sentence that prompts the caller to respond with what they are looking to accomplish, such as “How can I help you today?".
  

  Note: After this welcome message plays, Iris will pause and listen for what the caller is requesting. To avoid confusion, make sure Iris asks what they need. 

   

Pick a Voice for Your Iris Assistant

By default, Iris will use the voice, Carina. There are many other voices that can be used instead. To preview these voices and find one that works best for you…

1. Click the voice that is currently in use.
   
2. Hover over a voice you want to preview and click the Play button that appears over their picture. 
   
3. If you are happy with a voice, select the voice. 
   
   

   ✔ You should now see the new voice selected. 

   

    

Iris Assistant Tools

Iris assistants offer additional features, or tools, that can be implemented to enhance how they handle calls. These tools include transferring callers to users, call queues, and voicemailboxes, allowing callers to ask to be transferred to a user by name, texting links to callers that ask for specific information and agrees to a text, and taking down a message with a caller's information when a specific condition for the call is met. 

Add Transfer Destinations

Some callers that interact with Iris may ask to speak with a specific department or person. You can set where calls should be forwarded when a specific person/department is mentioned.

1. In the Call transfers section of the Settings, click the Add transfer button to add a destination for transferred calls.
   
2. In the Add transfer menu, input the following:
   
   • Extension - Type the name or extension number of the name, call queue, or auto attendant that would receive the transferred call.
   • Transfer to - Select whether to have the user ring or to send the caller directly to this user's voicemailbox. 
   • When to transfer - Type a description of an event for Iris to listen for to trigger a transfer to this person, department, or voicemailbox.
   • Message - If a custom message is needed before the transfer is initiated, type a script for Iris to announce to the caller. 
3. Click the Save button. 
4. Repeats steps 1-3 for each keyword and transfer that needs to be added.
   
5. To make sure the transfers work as you intended, click the Make a test call button at the top-right of the Settings menu and ask for these people/departments by name. 
   

The Directory Tool

Many auto attendants may use the Dial-by-Name Directory to allow callers to search for and contact a team member directly. This can also be done within Iris using its Directory feature. 

If you would like to try out this feature, click the Enable directory tool toggle.

Text Links

Iris can text a link to a caller after a keyword or scenario is met during a call. 

To add links that this assistant can share with callers…

1. Click the Add link button.
   
2. In the Add scenario menu, input the following:
   
3. Click the Save button.
4. Repeat steps 1-3 for each link that should be added. 
   

Message Taking

Iris assistants can record a message from the caller when specific conditions are met. This can be a great alternative to having Iris transfer the caller to a mailbox. 

1. Click the Add prompt button.
   
2. in the Add message taking menu, type instructions for a scenario where the assistant should take a message from the caller. 
   
3. Click the Save button.
4. Repeat steps 1-3 for each scenario where the assistant should record messages from callers. 
   

Analysis Settings

On the Analysis tab of an assistant's settings, the assistant can be set to collect specific data while interacting with callers. 

In the Contact fields section, select whether or not this assistant should collect a caller's name and/or email address for reference later. 

Other data outside of the caller's name and email can be collected through custom fields. To learn more about creating custom data extraction fields, review the dropdown below:

Alert Settings

Iris assistants can send alert notifications to individuals when specific conditions are met during a call. The triggers that start an alert include, spoken keywords, caller sentiment, and messages taken by Iris. These alerts can be sent as an email and SMS notification.

To create an automated alert for this assistant's calls…

1. Click the Add alert button.
2. Follow one of the dropdowns below depending on the type of alert that needs to be added:
   

   Keyword Alerts

   In the Add alert menu, input the following:
   

       •  Trigger - Select Keyword match. 
       •  Name - Type a name for identifying this alert later. 
       •  Match mode - Select one of the following depending on 
            –  Whole word - Select this if the keyword spoken by the caller must be the whole word. This excludes any words that have a keyword as a smaller part of the word (e.g., “support” must be said, so words like “supported” and “supportive” are excluded).
            –  Substring - Select this if the alert should be triggered when any of the keywords are spoken by the caller regardless of if the keyword happens to be part of a different word. 
       •  Keywords - Type out keywords that will trigger this alert when spoken by a caller. 

    

    

   Caller Sentiment Alert

   In the Add alert menu, input the following:

   

       •  Trigger - Select Caller sentiment. 
       •  Name - Type a name for identifying this alert later. 
       •  Caller sentiment - Select whether a call with Positive, Neutral, or Negative sentiment should trigger this alert. 

    

    

   Message Taken Alerts

   In the Add alert menu, input the following:

   

       •  Trigger - Select Message taken (callback request). 
       •  Name - Type a name for identifying this alert later. 

    

    
3. In the Email recipients section, type the email address that should receive an email notification when this alert is triggered. 
   To add additional email addresses, click the Add recipient button. 
   
4. If a text should be sent to someone when this alert is triggered, type the phone number that should be texted in the SMS recipients box. 
   To add additional email addresses, click the Add SMS recipient button. 
   
5. Click the Save button.
6. Repeat steps 1-4 for each alert the assistant should send notifications for. 
   

Advanced Settings

In an assistant's Advanced settings, the way the assistant speaks, pronounces things, and handles specific call scenarios can be adjusted. 

Knowledge Bases

Iris assistants can be assigned Knowledge Bases that they can train themselves on so that more in-depth answers can be given to callers. These knowledge bases include 

1. Click the Add knowledge base button.
2. In the Add knowledge base menu, type a name for this knowledge base to make selecting it later simpler.
   
3. Click the Create button. 
4. On the new page for managing the new Knowledge Base, click the Add source button to add information for the knowledge base. 
   
5. In the Add source menu, 
   
6. Repeat steps 4 and 5 for each source that should be referenced by an assistant in this knowledge base. 
   
7. Click the Publish button. 
   
   

   ✔ After clicking the Publish button, the sources added to the knowledge base will start processing.

   

   After the knowledge base is successfully processed, the knowledge base will show as Complete and will now be able to be assigned to an Iris assistant. 

   

    

Assign a Knowledge Base to an Assistant

After knowledge bases have been saved and processed, they can be selected in the settings of Iris assistants. Assigning a knowledge base to an assistant will allow it to give more in-depth answers to questions using the sources provided in the knowledge base. For example, if an assistant has a source that lists available products, the assistant can give the names of those products to a caller that asks. 

To set an Iris assistant to use a knowledge base…

1. ln the Assistants section, click the Assistant settings icon next to an assistant that should be assigned a knowledge base. 
   
2. In the Knowledge base section of the assistant's settings, select a completed knowledge base that has been successfully processed.