Rachel is quite flexible when it comes to how she communicates with callers. Most of her communication style can be adjusted through her Instructions settings or your Workspace Settings. Here's a breakdown of what you can change and where to find it.
Changing How Rachel Introduces Herself
Head to Rachel's Settings and open the Instructions section. There you'll find a First Greeting option, where you can:
Change the name Rachel uses to introduce herself.
Adjust the wording she uses to greet new callers.
Customize how she presents your company at the start of a call.
Giving Rachel Business Context
The General Instructions section is where you give Rachel the information she needs to handle calls accurately. Things like your business hours, processes, FAQs, and anything else she might need to know to represent your business well. Keep in mind that there is a 3,000-character limit for this section.
💡 The more context you give Rachel in her instructions, the better she'll handle unexpected questions from callers.
Multilingual Support
Rachel can handle callers who speak a different language — you just need to tell her. You don't need a special setting for this; simply add an instruction in her General Instructions. For example:
"Rachel, if a caller speaks Spanish, please respond in Spanish and help them as best as you can."
She'll update her internal guidelines and respond accordingly to any language you specify.
Tone of Expression
You can set Rachel's overall communication style from your Workspace Settings. Some available tones are:
Friendly
Professional
Playful
Simple
This changes the vibe of her language and the words she chooses when speaking with callers.
⚠️ Changing the tone affects how Rachel expresses herself — not the actual sound of her voice.
Personality and Pace
While Rachel's voice (female gender and speaking speed) is currently fixed and can't be toggled from the settings, you can influence how her conversations feel through her instructions. For example:
Want her to feel faster and more to the point? Instruct her to keep responses brief and direct.
Want her to feel warmer? Ask her to use a more conversational and empathetic style.
Simply tell Rachel how you'd like her to communicate in her General Instructions, and she'll update her approach accordingly.
Quick Reference
Feature | Where to change it | Configurable? |
Greeting & intro | Rachel's Settings > Instructions > First Greet | Yes |
Business info & processes | Rachel's Settings > Instructions > General Instructions | Yes |
Multilingual support | General Instructions (prompt Rachel directly) | Yes |
Tone of expression | Workspace Settings | Yes |
Personality & pace | General Instructions (prompt Rachel directly) | Yes |
Voice gender | Not available | No |
Speaking speed (toggle) | Not available | No |