Who this is for
You want Scarlett to answer the phone the way you would. Write her opening line and her sign-off in your own words. The legally-required recording notice and the closing question are always added for you, so you can't get those wrong.
Time: 3 minutes. You'll need: to be the owner or a manager.
Steps
1. Write how she answers
On Train Scarlett → Greetings, write your opening in How she answers —
how you'd answer the phone yourself. Use {business} for your business name and
{trade} for your trade and Scarlett fills them in.
The What your caller hears preview shows the full thing: your opening, then the two locked clauses that are always added — the recording notice ("this call's recorded and analysed by AI…") and "How can I help today?"
2. Write how she signs off
In How she signs off, write how she ends a call once she's got what she needs. She won't use this when a call ends badly — an abusive caller or an emergency handover keeps its own ending.
3. Hear it and save
Press ▶ Hear it to hear the greeting in your chosen voice, then Save. It takes effect on the next call — nothing to redeploy.
Leave a box empty to go back to Scarlett's standard wording (Reset to standard does the same).
Verify it worked
The status shows Custom greeting, and under Test agent she opens with your line followed by the recording notice and "How can I help today?".
Troubleshooting
"Leave the recording notice out — Scarlett always adds it." You don't write the recording disclosure yourself; she always adds it, and having it twice sounds like a fault. Just write your greeting.
"{xxx} isn't a thing Scarlett knows."
Only {business} and {trade} work as placeholders. Remove the other one.
Only the owner or a manager can change this. Engineers can't edit the greeting.
What's next
- Choose Scarlett's voice — the voice she says it in.
- Test Scarlett before she goes live — hear the whole greeting.
- What Scarlett says and does on a call — the rules she always follows.