Customize the Assistant

Your anny AI assistant can be configured extensively. You decide how it sounds, which language it speaks by default, how it greets callers, what name it carries, how it behaves, and which tasks it may take on. You can also define scenarios, control recording, and configure the legal notice. You’ll find all customizations in the configuration interface.

​

Requirements

• anny AI is activated (Organization settings > anny AI).
• You have access to the configuration interface.

​

Where do you find the settings?

1. Go to Organization settings > anny AI.
2. Click Configure.
3. In the left menu you’ll find the Assistants area. Select your assistant there.

​

Change the voice and default language

1. Open your assistant’s settings.
2. Navigate to the Voice section.
3. Choose from the available voices (male and female). Every voice is multilingual. It works automatically in all supported languages.
4. Set the default language your assistant starts conversations in.
5. Save the change.

​

Change the name

1. Open your assistant’s settings.
2. Edit the Name field.
3. Enter the name you want your assistant to introduce itself with.
4. Save the change.

​

Configure the start message (greeting announcement)

The start message is the first sentence callers hear. Here the assistant identifies itself and sets the tone for the conversation.

1. Open your assistant’s settings.
2. Navigate to the Start message field.
3. Edit the text as you like.
4. Save the change.

​

Different start message outside business hours

You can store a separate start message that plays only outside the configured phone hours. This lets you tell callers that no one is personally reachable right now, but the assistant is happy to help.

1. Open your assistant’s settings.
2. Navigate to the Start message outside business hours field.
3. Enter the text you want (e.g. “Hello, you’ve reached us outside our business hours. I’m your AI assistant and I’m happy to help.”).
4. Save the change.

​

Greeting on transfer

When calls come in via call forwarding from another number, you can store a special greeting that is used in that case.

1. Open your assistant’s settings.
2. Navigate to the Greeting on transfer field.
3. Enter the text you want.
4. Save the change.

​

Legal notice (toggle)

In the configuration interface you’ll find the toggle Activate legal notice. When it’s enabled, a default announcement plays before your own start message, pointing out the AI and, if applicable, the recording.

​

Role, style, and custom rules

In the Role area you can give the assistant behavior instructions that influence its conversational style and behavior:

• How formal or informal it speaks
• Whether it should preferably mention certain information
• How it should react to ambiguities
• Which topics it should avoid

You can also add custom rules that further refine the assistant’s behavior. These rules act as additional guardrails for the conversation.

​

Define scenarios

In the Scenarios tab you can store additional conversation scenarios that fit your business. Scenarios are behavior rules that apply depending on how the call unfolds. They help the AI categorize the call at the end into a matching call scenario. Examples of scenarios:

• Membership request
• Complaint handling
• Appointment rescheduling
• General information

Here’s how to create a scenario:

1. Open your assistant’s settings.
2. Switch to the Scenarios tab.
3. Click Add scenario.
4. Enter a name and the behavior rules for this scenario.
5. Save the scenario

​

Manage capabilities (tools)

In the Tools tab you can define which capabilities your assistant has:

• Make bookings – The assistant can check availability and create bookings.
• Knowledge base – The assistant draws on stored FAQ entries.
• Web search – The assistant can search your website for information.
• Employee transfer – The assistant can transfer calls to real employees.
• End the call – The assistant can end the call on its own when the request is resolved.
• Disable recording on request – Callers can ask during the conversation to stop the recording.
• SMS - The assistant can send an SMS to the team requesting a callback.

Each tool can be enabled or disabled individually. Only enabled tools are available to the assistant during the conversation.

Example: SMS with a callback request to the team

To receive an SMS when customers ask for a callback, proceed as follows:

1. Open the Assistant and click + Create new tool
2. Select SMS
3. Name the tool ‘Send callback request’
4. Under Recipients, set:
   1. Send SMS to: Fixed number
   2. Target numbers: enter all the necessary mobile numbers here
5. Under Message, configure the message template such as:
   Callback request: Name {Caller phone number}
   Request: Request
6. Under AI variable, enter the variables to be filled in during the call:
   ​_Request_: What is the customer’s request about?
   ​_Name_: What is the caller’s name?

Example: Notify the host of a visitor check-in by call and SMS

When a visitor checks in, anny AI can automatically call the responsible host and notify them of the arrival. If a mobile number of the guest is available, the host can then have an SMS sent to the guest via the AI flow, for example “I’ll pick you up at reception in 2 minutes.”.

1

Enable the SMS notification to the host

In the Organization settings under Notifications, enable the SMS notification for hosts at check-in. This requires a valid mobile number for the host.

2

Configure the call via anny AI

In the anny AI settings, enable the automatic call to the host at check-in of a visitor booking. During the call, the assistant states that the visitor has checked in.

3

Enable the SMS to the guest via the AI flow

In the Tools tab, create an SMS tool that lets the host have a message sent to the guest after the call. This option is only available when a mobile number of the guest is present.

4

Testing

Create a test booking with a host and check in at the terminal. Verify that the host is notified by SMS and call, and that an SMS to the guest can then be triggered.

You’ll find the full setup of visitor management with resource, booking option, host community, and terminal in the guide Visitor management.

​

Disable recording

Call recording is enabled by default. You can disable it entirely:

1. Open your assistant’s settings.
2. Disable the Recording option.
3. Save the change.

When recording is disabled:

• No audio recording is created.
• The notice about recording can be removed from the start message.
• The transcript and summary of the conversation are still created.

​

AI model

The AI model in use cannot be changed on your own. On request, anny can switch to purely European models.

​

FAQ