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How to Configure the Agent Greeting

Set what your agent says the moment a call connects — with options for generic and personalised greetings based on whether the caller is a known contact.

Updated over 2 weeks ago

Quick Start — Set Your Greeting in 2 Minutes

🚀 Want to set what your agent says first?

  1. Open your agent → Configure tab → Greeting section → click Edit

  2. In the General tab, type your greeting in the With anybody field

  3. Click Save changes

Example: "Thank you for calling Rossi Clinic. This is Cecilia. How can I help you today?"

What Is the Greeting?

The greeting is the first thing a caller hears when your agent picks up. Romulus gives you two greeting modes — one for any caller, and one personalised for known contacts.

⚠️ Important: The greeting configured here and the opening line in your prompt must match. If they conflict, the agent will behave inconsistently.

Opening the Greeting Editor

  1. Open the agent you want to configure.

  2. Click the Configure tab.

  3. Scroll to the Greeting section.

  4. Click the Edit button to open the Configure Agent Greeting modal.

General Tab — Greeting for Any Caller

This greeting plays for every caller, including those not in your contact database.

  1. Click the General tab inside the greeting modal.

  2. In the With anybody field, type the greeting your agent will speak at the start of every call.

  3. Use the Select Variable dropdown to insert dynamic variables if needed.

  4. Click Save changes.

Keep it short and on-brand. It should immediately tell the caller who they have reached and invite them to speak.

Customized Tab — Greeting for Known Contacts

This tab lets you set a personalised greeting for callers already in your contact database.

  1. Click the Customized tab inside the greeting modal.

  2. In the With known contact field, type the greeting for callers who match a contact record.

  3. In the With others field, type the fallback greeting for unrecognised callers.

  4. Use Select Variable to insert dynamic contact data into the greeting.

  5. Click Save changes.

Available variables

  • ##{{ Phone number }} — the caller's phone number

  • ##{{ Email }} — the caller's email address

  • ##{{ Name }} — the caller's name from the contact record

  • ##{{ Time zone }} — the caller's timezone

  • ##{{ Custom fields }} — any custom fields you have set up

Example: "Welcome back, ##{{ Name }}. This is Cecilia at Rossi Clinic. How can I help you today?"

Keep Greeting and Prompt in Sync

💡 Best practice: Write the greeting here first, then copy the exact opening line into your prompt so they match perfectly. If the Greeting section says "This is Cecilia" but the prompt says "You are Alex", the agent will be confused about its own identity on every call.

Common Issues

The agent uses a different greeting than what I configured

Check that the opening line in your prompt matches exactly what you wrote in the Greeting section. The prompt takes priority if there is a conflict.

The personalised greeting is not triggering for known contacts

Verify that the caller's phone number is saved in your Contacts database. The Customized greeting only triggers when the number matches a contact record.

Variables are showing as raw text like ##{{ Name }} instead of the actual value

The caller's contact record may not have that field populated. Make sure the variable field is filled in the contact record.

Related Articles

  • How to Define Your AI Agent's Behaviour Through the Prompt

  • How to Set Up Agent Actions

  • How to Add, Import, and Manage Contacts

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