Upfirst's AI receptionist works well out of the box: it greets callers, collects name, number, and email, takes messages, and keeps conversations on track.
But the real power comes from customizing it. Adding your own instructions lets it answer questions, qualify leads, schedule appointments, and transfer calls intelligently.
This guide explains how to structure your instructions, where each type of information should go, and the common mistakes to avoid.
The main ways you can customize your agent
Each part of the app serves a different purpose. Adding the right information in the right place helps your agent stay consistent and accurate.
Greeting and Goodbye | Tell the receptionist exactly what to say when it answers and before it ends a call. |
Training | Add answers to FAQs, instructions for handling specific scenarios, and any questions you want the receptionist to ask callers. |
Custom Fields | Define what information to extract from each call. Custom fields appear at the top of call summaries and pass through to Zapier. |
Call Transfer Rules | Define when to transfer calls, who to transfer them to, and during which hours transfers are allowed. |
Text Messages | Write text messages your receptionist can send and explain when to send them. |
Calendar Connections | Connect calendars so your receptionist can check availability and book appointments. |
General tips
Use capitalized text for emphasis.
Capitalizing important rules helps the model follow them reliably.
Bullets over paragraphs
Clear, short bullets outperform long paragraphs.
Write instructions and info, not scripts
You don't need word-for-word dialogue. Give instructions and information. The agent generates the natural language.
Use clear labels
In your Training, use clear, labeled sections so your agent can find information easily. Keep each section focused on one thing.
Examples of good titles:
Pricing
Service areas
Insurance accepted / not accepted
Cancellation policy
New patient intake requirements
How to qualify leads
Don't worry about "trigger phrases"
Modern LLMs understand meaning, not just phrases. A single, clear instruction like:
"If someone wants a quote, collect their address and details about the project." is enough. You don't need to pad it with variations or synonyms.
Where each type of instruction lives
Your agent follows instructions based on where you put them. Each section of the app has a specific purpose.
1. Greeting & Goodbye
Write word-for-word phrasing. Keep it concise. Long openings increase hang-ups. Consider telling your callers what the agent is capable of.
Example:
Thanks for calling ABC Corp. I'm a virtual receptionist who can answer most questions and book appointments. How can I help you today?
2. Training
Use Training for everything you want the agent to know, follow, or ask. Keep each entry focused on a single topic so the receptionist can find the right info during a call. Avoid dumping everything into one giant page.
Good labels for training entries include:
FAQs
Policies
Service descriptions
Pricing
Intake requirements
What to do in specific scenarios
Questions to ask new leads
If you want the receptionist to ask the caller for something, write the question into a training entry. For example:
Always ask the caller what type of service they need. If they say pest control, ask which type: cockroaches, ants, rodents, or something else.
3. Custom Fields
Use Custom Fields when you want specific information extracted from the call and shown at the top of the summary or passed to Zapier.
There are two kinds:
Contact fields save info that belongs to the caller and stays the same between calls (name, email, address, company name).
Call fields save info that's specific to one call and changes call to call (service requested, appointment date, quantity).
Important: adding a custom field doesn't tell the receptionist to ask for the info. It only tells the receptionist what to extract. To make the receptionist ask, write the question in your Training.
Anytime you edit your Training, Upfirst automatically generates call fields for you. You can also add your own under Settings > Custom fields.
For full setup, see How to use custom fields.
4. Call Transfer Rules
Add transfer rules when you want the receptionist to send calls to a specific person or number.
Use this section for:
Who to transfer to
Under what conditions
What times of day transfers are allowed
5. Text Messages
Your agent can send prewritten text messages during a call.
These messages are static.
They cannot dynamically insert caller names, appointment types, dates, etc.
Good uses:
A link to your scheduling page
A link to pricing
A link to new patient forms
Your office address
A service-area map
Don't write instructions like:
"Send a confirmation text with the caller's name."
The system won't personalize texts. (Coming soon!)
6. Calendar Connections
Connect your calendar so your agent can:
Check availability
Book appointments
Offer time slots
If your business uses multiple calendars (e.g., different technicians or stylists), make sure they're shared with the account you connect to Upfirst.
Adjusting how knowledgeable or "expert" the agent sounds
Some businesses prefer a receptionist that keeps things simple. Others want it to sound like an experienced team member who understands industry specifics.
You can set this by adding a training entry called "Your Role."
Example:
As a seasoned home inspection coordinator, you serve as a knowledgeable first point of contact. You understand the inspection process, industry standards, and the types of services we offer. Your primary goal is to help callers book the correct inspection for their needs.
You can tailor this to match your industry, tone, and comfort level with how authoritative the receptionist should sound.
What happens when the agent doesn't know something?
If a caller asks about something that isn't in your Training, the agent will:
Offer to connect the caller with someone who can help
Collect their info for follow-up
If this happens often, add a new training entry for that topic.
What if I have different scenarios that require different questions?
Group related questions into a single training entry instead of adding them one at a time. The agent will still ask them, as long as your instructions are clear.
Example:
Create a training entry named "Questions to ask new leads" and list the questions you want the agent to ask:
"What's your address?"
"Which service do you need?"
"How did you hear about us?"
Then add matching custom fields under Settings > Custom fields so each answer gets pulled into your call summary and passed to Zapier.