> For the complete documentation index, see [llms.txt](https://manuals.dialox.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://manuals.dialox.ai/smart-receptionist/content-settings/content-section/phrases.md).
# 11. Phrases
Everything the receptionist says, per language. Which lines are used where, which are always spoken as written, and how to change them.
**Content → 11. Phrases** holds every sentence the receptionist can say, **per language**: more than a hundred lines, grouped by situation. Each line has a help text that explains when it's used.
Editing the Chat: opening line in Content → 11. Phrases
## Three kinds of lines
| Kind | How you recognise it | What happens |
| ------------------------------- | ----------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------- |
| **Phrased by the receptionist** | Ships **empty**, with a grey example | The receptionist words it itself, based on the example. Type a sentence to have it spoken exactly as written. Clear the field to hand it back. |
| **Pre-filled** | Has text, for example *"How can I help you?"* | The receptionist uses it as written (with *Flexible* wording in 10. Persona, it may vary the shipped sentences). |
| **Always spoken as written** | The help text says *"Always spoken as written"* | Used word for word, for example the AI disclosure and the keypad menu. |
Placeholders such as `{{company}}`, `{{assistant}}`, `{{name}}`, `{{key}}`, `{{languages}}`, `{{number}}` and `{{link}}` are filled in automatically. Each line's help text says which ones it supports.
## Example: introduce the receptionist by name in chat
We changed **Chat: opening line** from *"Hello! You've reached {{company}}."* to *"Hello! You've reached {{company}}. I'm {{assistant}}, the digital receptionist."*. A new chat then opened like this:
The new opening line in a chat test, with the name from 10. Persona
{% hint style="warning" %}
**Phone and chat use different opening lines.** **Greeting** is said at the start of a *call*. Chat channels (web widget, app and WhatsApp) start with **Chat: opening line** instead. Change both if you want the same effect everywhere.
{% endhint %}
## The groups of lines
| Group | Examples | Used on |
| -------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------ |
| **Opening** | Privacy notice, Greeting, AI disclosure, Keypad hint, Opening question | Phone (privacy notice: every channel) |
| **Understanding** | Ask to clarify, Language switched, Language not offered, Not understood, Question not covered | All |
| **Routing and transfers** | Subject nobody handles, Which colleague?, Transferring, Trying the next colleague, Call came back, Department outside its telephone hours, Nobody answers in the department, Colleague not available, Colleague not reachable… | All (transfers on the phone) |
| **Warm hand-over** | What the colleague hears, Colleague accepts, Colleague declines, Unknown caller | Phone, with *Announce to the colleague first* (Settings → Call handling) |
| **Messages** | Starting the message, Offering the message again, Message declined, Message taken, Anything else?, Goodbye | All |
| **Silence and errors** | Silence, Receptionist unavailable, Technical error: apology / during a message / last resort | All |
| **Keypad menu** | Introduction, Option for a subject, Option for a department…, Key to the front desk | Phone only |
| **Chat** | Chat: opening line, Chat: AI disclosure, Handing over to an agent, Handed to the inbox, Waiting for a colleague, Nobody joined in time, Goodbye, File or photo received, Location received, Voice message not understood | Web widget, app and WhatsApp |
| **WhatsApp, chat link and deflection** | WhatsApp: the offer, Deflection: confirm the caller's number, Invitation sent, Sending failed, The SMS with the link, Chat link: the offer… | Phone (when Call deflection moves a caller to another channel) |
| **Contact details and notifications** | Contact details: the question / consent notice / form fields, Notification preferences… | Chat (before a hand-over) |
| **Phone numbers** | Phone number: not usable / not a mobile | All |
{% hint style="danger" %}
**Don't leave the AI disclosure empty.** **AI disclosure** (phone) and **Chat: AI disclosure** (chat) tell people they're talking to an AI assistant. The EU AI Act (Art. 50) requires this, and both lines are always used as written.
{% endhint %}
## Tips
* The **Thinking** line isn't used: the receptionist never says it, whatever you fill in.
* Check the phrases **per language** after adding a language in Settings → Identity.
* After changing **Form of address** in 10. Persona, run the Guided Setup again so the phrases follow.
