Dynamic Greetings: Context-Aware Introductions
Dynamic greetings let your AI Voice Agent personalize the opening of every call based on who is calling and why. Instead of a generic "Hello, how can I help you?", the agent can say "Hi Sarah, I see you called about your appointment yesterday — are you following up on that?"
Available on: All AI Voice Agent plans.
How Dynamic Greetings Work
When dynamic greetings are enabled, the agent generates a personalized opening line using context available at the start of the call:
- Caller identity — name and details from your CRM or contact database
- Call history — previous interactions, recent tickets, or pending follow-ups
- Time of day — adjust tone for morning, afternoon, or after-hours calls
- Campaign context — which marketing campaign or number the caller dialed
The agent uses a greeting script you define as a template, then fills in the details dynamically.
Setting Up Dynamic Greetings
- Go to Dashboard > AI Voice Agent and select your agent.
- Open the Call Flow tab.
- Under Greeting Mode, select Dynamic greeting.
- Write a greeting script with variable placeholders.
Example Greeting Scripts
Returning customer:
"Hi {{caller_name}}, welcome back to {{business_name}}. I can see your last call was about {{last_call_topic}}. Would you like to continue with that, or is there something new I can help with?"
New caller:
"Thank you for calling {{business_name}}. My name is {{agent_name}} — I'm here to help. What can I do for you today?"
After-hours:
"Thanks for calling {{business_name}}. Our office is currently closed — we're open {{business_hours}}. I can take a message, schedule a callback, or help with common questions right now."
Context Sources
Dynamic greetings pull context from:
| Source | Data available |
|---|---|
| CRM integration | Contact name, company, deal stage, recent activity |
| Call history | Previous call topics, outcomes, pending actions |
| Fetch Context API | Custom data retrieved from your systems before the call starts (see Fetch Context Before Every Call) |
| Caller ID | Phone number, location (when available) |
The more context sources you connect, the more personalized the greeting.
Fallback Behavior
If context is unavailable — for example, an unknown number with no CRM match — the agent falls back to a generic greeting. Define the fallback in your greeting script:
"If caller context is not available, greet with: 'Thank you for calling {{business_name}}. How can I help you today?'"
Best Practices
- Keep greetings short. One to two sentences. The caller wants to get to their question, not listen to a long introduction.
- Do not reveal too much context. Saying "I see you owe $450 on invoice #1234" can feel intrusive. Stick to general references: "I see you contacted us recently about billing."
- Test with unknown numbers. Verify the fallback greeting sounds natural.
- Match the personality. The greeting should reflect the agent's configured personality — warm, professional, or enthusiastic as defined in the Behavior tab.
Related Articles
- AI Voice Agent Call Flow — greeting modes and conversation pacing
- AI Voice Agent Behavior — role, personality, and system prompts
- Fetch Context Before Every Call — pre-call data retrieval