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 closing question is always added for you, so the caller always knows it's their turn to speak.
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 locked closing question, "How may I help you 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, 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 Greetings card on the Train Scarlett overview shows Custom greeting, and under Test agent she opens with your line followed by "How may I help you today?".
Troubleshooting
"{xxx} isn't a thing Scarlett knows."
Only {business} and {trade} work as placeholders. Remove the other one.
"Keep it to one line of plain text." Your greeting has a line break in it, often from pasting. Put it on one line.
"Angle brackets (< >) aren't allowed."
Remove the < or > characters.
"Only the owner or a manager can change what Scarlett says on a call." Ask the owner or a manager to make the change.
What's next
- Choose Scarlett's voice — how she sounds.
- Test Scarlett before she goes live — hear the whole greeting.
- What Scarlett says and does on a call — the rules she always follows.