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An AI receptionist script is a set of short spoken lines for each stage of a call: greeting, questions, confirmation, handoff and close. Use the template below as a starting draft, and fill in your own details.
Check the disclosure rules for your state before you use any of this. Rules on telling callers about AI, recording and consent vary, and this is general information, not legal advice. See our AI Front Desk guide and have a qualified attorney review your final wording.
Key Takeaways
- Write every line to be spoken, using short sentences and one idea at a time.
- Say what is answering the phone, and check your state's disclosure rules for the wording.
- Read back names, numbers and times before saving them.
- Give the agent an honest line for when it doesn't know something.
- Every transfer line needs a matching fallback for when nobody answers.
How to write for a phone call
Voice has different rules from a web page. Retell's developer notes say: "Everything the model writes gets read aloud, which changes what a good prompt looks like."
The same notes say: "Long turns feel like being lectured and are painful to interrupt." Keep each line to one idea.
Retell's prompting guide adds: "Say exactly what the agent should do, using simple language." It also advises: "Start with the happy path: the normal conversation that completes the task."
Treat the lines below as a guide for the agent, not a word-for-word recording. A language model will vary its phrasing, so test what it really says.
The template
Replace everything in [brackets]. Delete any line that doesn't apply.
1. Greeting
> Thanks for calling [Business Name]. This is [Agent Name], the automated assistant for the office. How can I help you today?
The second sentence says plainly that the caller isn't speaking to a person. Your state may have specific requirements on timing or wording, so check them.
2. If you record calls
> [Recording notice, if you record. Have an attorney approve the wording for the places you take calls from.]
We have left this line blank on purpose. Recording rules vary, so see the AI Front Desk guide.
3. If the caller asks whether it's AI
> Yes, I'm an automated assistant. I can help with [booking and messages], or I can connect you with someone on our team. Which would you prefer?
Always answer this question truthfully. Don't write a line that dodges it.
4. Finding the reason for the call
> Sure, I can help with that. Is this for a new appointment, an existing appointment or something else?
5. Collecting details
> Can I get your first and last name?
> What's the best number to reach you?
> And what's the address for the job?
Ask one question at a time, and wait for the answer.
6. Confirming details
> Let me read that back. Your name is [Name], your number is [Number], and the address is [Address]. Is that right?
Retell's notes say: "The transcript comes from speech recognition and will contain mistakes." A read-back gives the caller a chance to correct them.
7. Booking
> I have [Day] at [Time] or [Day] at [Time]. Which works better?
> You're booked for [Day] at [Time]. You'll get a confirmation from us.
Only say the second line if a booking really happened and a confirmation will really be sent.
8. Pausing for a lookup
> Give me just a moment while I check that.
Retell's notes warn: "Without a parameter carrying something to say, the agent goes silent exactly when the caller is waiting." A short filler line avoids dead air.
9. When it doesn't know
> I don't have that information, and I don't want to guess. I can take a message for the team, or try to connect you now. Which would you like?
This may be the most important line in the script. Instruct the agent never to invent an answer.
10. Topics it must not handle
> That's a question for one of our [licensed professionals]. I can have someone call you back. What's the best time?
Use this for medical, legal or financial advice, and for anything else your team wants to handle personally.
11. Transferring the call
> I'll connect you with [Name or Team] now. Please stay on the line.
If your product supports a warm transfer, you can add a private note for staff.
> [To staff] I have [Caller Name] on the line about [Reason]. Connecting them now.
Retell's call transfer documentation describes warm transfers, including an attempt to detect whether a human answered. Check that your plan includes transfers.
12. When the transfer fails
> I wasn't able to reach anyone right now. I've got your number as [Number], and I'll make sure [Team] gets your message. They'll respond by [Time].
Promise only a time your team can meet.
13. Urgent situations
> If anyone is in danger, please hang up and call 911 now.
> This sounds urgent. I'm going to connect you with our on-call team right away.
Do not script the AI to assess medical or mental health emergencies. Have it follow a fixed route to a person or to emergency services. The 988 Lifeline says: "The 988 Lifeline is available 24/7/365."
14. After hours
> We're closed right now and will reopen at [Time] on [Day]. I can take a message or book a time for you. If this is an emergency, please hang up and call 911.
15. Closing
> Thanks for calling [Business Name]. [Team] will [next action] by [Time]. Is there anything else I can help with?
Lines to avoid
Remove anything like these from your script. They create promises the agent can't back up.
- "I guarantee we can fix that today."
- "I'm a real person."
- "That's definitely covered by your insurance."
- "You don't need to see anyone about that."
- "Your information is completely safe."
Adapting the script
Keep your prompt short. Retell's guide says: "The most important thing to know about prompting is that a longer prompt is not a better prompt."
Facts belong in your knowledge base, and step-by-step logic belongs in your call flow. The script is what ties them together in spoken language.
Test by calling it. Listen for lines that sound wrong out loud, then change the source. See when an AI should hand off to a person for the rules behind sections 10 to 13.
Next step
Fill in the template with your staff, and send the greeting and any recording language for attorney review. If you need a custom agent wired into your own systems, our AI agent development team can scope it with you.
Frequently asked questions
Can I copy these lines word for word?
Use them as a draft. Your business details, your state's rules and your industry will change what you need. Have a qualified attorney review the greeting and any recording language.
Do I have to tell callers it's AI?
The answer depends on where you and your callers are, and on your industry. We don't state a rule here. See our AI Front Desk guide and ask an attorney about your situation.
Should the AI have a human name?
A name is fine if it doesn't suggest the caller is talking to a person. Pair any name with a clear statement that it's an automated assistant. Have your attorney check that wording.
How long should the greeting be?
Keep it to the business name, what is answering and one question. Anything longer delays the caller's request. Time it when you test it.
Will the AI say exactly what I write?
Not always, because language models vary their phrasing. Fixed recordings or tightly controlled steps give you more control, where your product offers them. Test the real output on calls.
