Skip to main content

Agents

Welcome messages

The first line every call opens with, and how to write it.

What the welcome message is

The welcome message is the first line the Finn speaks when a call connects, before the other person says anything. The Finn speaks it word for word, then the conversation continues from your system prompt or call flow.

Set it per Finn:

  • Dashboard: click Edit on the Finn's builder page, then Call flow → Welcome message. The builder's Call flow tab shows the current message.
  • API: the begin_message field on api-finns, up to 1,000 characters.

Writing a good opener

Because the text is spoken exactly as written, the welcome message is the one part of a call you fully control. Use it for anything that must be said the same way every time.

  • Say who is calling and why. On outbound calls the other person didn't ask for the call. Name yourself, your company and the reason in the first line.
  • Keep it to one or two sentences. Callers interrupt long openers.
  • End with a question or a clear handoff. "How can I help you today?" gives the caller an obvious next move.
  • Write it in the Finn's language. The message isn't translated for you. See agents-multilingual.

A minimal outbound opener:

Hi, this is Maya calling from Acme Dental about your appointment tomorrow. Is now a good time?

Disclosures

If you must tell callers something in the first turn, such as that the call is recorded or that they're speaking with an AI, put it in the welcome message. Instructions in the system prompt make a disclosure likely but not certain; the welcome message makes it certain. Check the rules for the regions you call into. See recording-consent and compliance.

Hi, this is Maya, an AI assistant from Acme Dental. This call may be recorded. I'm calling about your appointment tomorrow.

Personalizing the opener

On outbound calls, the welcome message can include {{ variables }} filled from the contact's row in your audience file:

Hi {{ first_name }}, this is Maya from Acme Dental about your appointment on {{ appointment_date }}.

See agents-variables for how names are matched and what happens when a value is missing. Test against real audience rows, not a hand-typed sample.

Testing it

Test → Phone call is the only way to hear the opener's pacing in the chosen voice. Simulation chat shows the text but not the timing. See agents-testing.