> ## Documentation Index
> Fetch the complete documentation index at: https://docs.anny.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Customize the Assistant

> Tailor the voice, greeting, name, behavior, and capabilities of your anny AI assistant to your business.

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.

<Tip>
  You don't have to pick a separate voice per language. The chosen voice adapts automatically to the language of the conversation. If a caller speaks in a different language, the assistant switches automatically.
</Tip>

### 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.

<Tip>
  Choose a name that fits your business. The assistant introduces itself with this name during the conversation.
</Tip>

### 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.

<Warning>
  Under EU regulation, an AI must clearly identify itself as AI when interacting with people. Make sure your start message contains a clear notice that this is an AI assistant. If call recording is enabled, you must additionally point out that the conversation is being recorded.
</Warning>

<Tip>
  Build the legal notice (AI identification and, if applicable, the recording notice) directly into your own start message. That sounds more natural than the automatic default announcement (see the "Legal notice" section further below).
</Tip>

### 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.

<Note>
  This greeting is used only when the call comes in via call forwarding, not for direct calls to the anny AI number.
</Note>

### 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.

<Note>
  We recommend disabling the toggle and instead building the legal notice directly into your own start message. This makes for a more natural start to the conversation, since no separate announcement runs before your greeting.

  The toggle is optional as long as your own start message:

  * clearly communicates that this is an AI assistant
  * points out the call recording (if it is enabled)
</Note>

### 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.

<Tip>
  Phrase the instructions clearly and specifically. Instead of "Be friendly", better: "Greet callers by name if known, and actively offer help."
</Tip>

### 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

<Note>
  Scenarios influence how the assistant reacts in certain conversation situations, and they let you evaluate your calls in a more differentiated way (e.g. "How many calls were membership requests?").
</Note>

### 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.

<Accordion title="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:<br />Callback request: *Name* \{Caller phone number}<br />Request: *Request*
  6. Under **AI variable**, enter the variables to be filled in during the call:<br />​\_Request\_: What is the customer's request about?<br />​\_Name\_: What is the caller's name?
</Accordion>

<Accordion title="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.".

  <Steps>
    <Step title="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.
    </Step>

    <Step title="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.
    </Step>

    <Step title="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.
    </Step>

    <Step title="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.
    </Step>
  </Steps>

  <Note>
    You'll find the full setup of visitor management with resource, booking option, host community, and terminal in the guide [Visitor management](/en/visitor-management).
  </Note>
</Accordion>

### 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.

<Note>
  Regardless of this setting, callers can also ask during a conversation to stop the recording, provided the "Disable recording on request" tool is enabled.
</Note>

### AI model

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

<Warning>
  Switching to European models is not recommended due to losses in quality and performance. Contact anny support if you nevertheless need this option.
</Warning>

## FAQ

<AccordionGroup>
  <Accordion title="Do I have to say that this is an AI?">
    Yes, that is required by law. You can either build the notice directly into your start message (recommended) or activate the "Legal notice" toggle, which plays an automatic default announcement first.
  </Accordion>

  <Accordion title="Can I leave out the legal notice?">
    No. The AI must always identify itself as AI. You only decide whether you build the notice into the start message yourself or use the automatic announcement.
  </Accordion>

  <Accordion title="Which languages does the assistant speak?">
    anny AI supports over 20 languages and switches automatically to the caller's language. The chosen voice works in all languages.
  </Accordion>

  <Accordion title="Can I test how my assistant sounds?">
    You can test your assistant anytime by calling the anny AI number.
  </Accordion>

  <Accordion title="Can I switch the AI model?">
    Not on your own. On request, it can be switched to European models, but this is not recommended due to lower quality.
  </Accordion>

  <Accordion title="What are scenarios good for?">
    Scenarios help the AI behave in a targeted way in certain conversation situations, and they let you categorize and evaluate your calls better.
  </Accordion>
</AccordionGroup>