The greeting is the first thing a caller hears when the agent answers. A well-configured greeting sets the right tone, tells the caller they've reached the right place, and starts the conversation smoothly.
💡 Before configuring the greeting, make sure the agent's language and voice are already set in the Settings tab.
Greeting Types
Romulus supports two types of agent greeting:
General — the agent says the same greeting at the start of every call, regardless of who is calling.
Personalized — the agent uses a different greeting depending on whether the caller is a known contact. You can include variables like the caller's name in the personalized greeting.
General Greeting
This greeting plays for every caller, including those not in your contacts database.
Click the General tab in the greeting editor.
In the Everyone field, type the greeting the agent will say at the start of every call.
Click Save Changes.
💡 Good greeting example: "Hello, you've reached Acme Support. I'm Sarah. How can I help you today?" — short, clear, and immediately invites the caller to speak.
⚠️ Common mistake: Writing a greeting that's too long. If the caller has to wait more than 5–6 seconds before they can speak, they may hang up.
Personalized Greeting
This greeting lets you address known contacts differently. The agent checks whether the caller's phone number matches a record in your contacts database and uses the appropriate greeting.
Click the Personalized tab in the greeting editor.
In the Known contacts field, type the greeting for callers the agent recognizes.
In the Everyone else field, type the fallback greeting for unrecognized callers.
Use the Select variable menu to insert dynamic contact information into the greeting text.
Click Save Changes.
Available variables:
{{ Name }} — the caller's name from the contact record
{{ Phone Number }} — the caller's phone number
{{ Email }} — the caller's email address
{{ Time Zone }} — the caller's time zone
{{ Custom }} — any custom contact fields you've configured
💡 Good greeting example: "Welcome back, {{ Name }}. This is Sarah from Acme Support. How can I help you today?"
What Makes a Good Greeting
Keep it short — 15–25 words maximum. The caller wants to talk, not listen.
State who they've reached — include your business or agent name.
Invite the caller to speak — end with an open question like "How can I help you today?"
Match your tone — professional for B2B, friendly for consumer-facing agents.
Common Issues
The agent answers but plays no greeting
Check that the greeting text field is not empty. Then click Save Changes again.
The personalized greeting doesn't activate for known contacts
Verify that the caller's phone number is saved in your Contacts database. The personalized greeting only activates when the number matches a contact record.
Variables show raw text (like {{ Name }}) instead of the actual value
The caller's contact record may not have that field filled in. Open the contact record and make sure the relevant field has a value.
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