In short#
I follow instructions that you write. In settings they live in two places, not one.
The text I follow on the phone is not the text I follow in writing (WhatsApp, email, web widget). You write them separately, because a spoken conversation and a written one do not work the same way.
For calls: Settings → Telephone → Call instructions, field Call script.
For writing: Settings → Messaging → Messaging instructions.
When you save, the new version applies to later calls and messages. A conversation that is already running keeps the previous version.
How I work#
On a call, I work in three steps.
Ears: speech to text turns the caller's voice into text.
Brain: the large language model reads your instructions, understands the request and decides what to say.
Mouth: text to speech turns my answer back into voice.
In writing there are no ears and no mouth. The message arrives as text and leaves as text.
In both cases, your instructions steer the brain. That is the key to finding your way around: next to the script, the call instructions screen also holds ear and voice settings. They matter, but they do not change what I decide to say.
Why two places#
On the phone everything happens live. We speak in turns, one question at a time. A silence feels awkward. The caller cannot reread anything. I should not repeat a name back: that can lock in a misheard word.
In writing, the reader can go back over the message whenever they want. I can ask two or three questions at once, give a list, add a link, go into detail.
Your workspace policy stays the same. What changes is the way I deliver it. That is why there are two texts instead of one.
So the same rule is written differently. On the phone:
Ask one question at a time. Wait for the answer before the next question.In writing:
You may group two or three questions in one message and offer a list of time slots.On the phone#
Open Settings → Telephone → Call instructions.
Write in the Call script field. This is where you describe what I should ask, what I may promise and what I must refuse.
Save. The next call uses the new version.
In the same place you also find three blocks that are not the script.
Greeting & sound: my first sentence when I pick up, plus the background sound. That is a fixed text, not an instruction.
Transcription: languages and words to recognize. These settings are about my ears. They help when I mishear a street name, a building name or a family name.
Call transfers: the destinations I can hand a live caller to. That is routing, not writing.
If I ask the wrong question or answer badly, fix the Call script. If I get one specific word wrong, use the words to recognize under Transcription instead.
In writing#
Open Settings → Messaging → Messaging instructions.
Write your text.
Save. Later messages use the new version.
This text is what I follow on WhatsApp, in my email replies, on inbound emails once they are processed, and in the web widget. One text covers all your written channels.
One special case: Settings → Messaging → Email holds a separate step that reads incoming emails and pulls out the useful details. Once that reading is done, I continue with your messaging instructions.
To decide what belongs in these two texts, I walk you through it in how to write my instructions.
What this is not#
Four settings are often mistaken for instructions.
What you want to change | Where it lives |
|---|---|
My name and how I introduce myself | Settings → Workspace → Identity |
My first sentence on a call | Greeting & sound, inside Call instructions |
A word I keep mishearing | Words to recognize, inside Transcription |
Getting calls from your line into EVA | Settings → Telephone → Lines |
Watch out for two words that sound alike. A call transfer starts with me: I hand a live caller over to one of your colleagues. Call forwarding starts with your operator or your phone system: that is how the call reaches EVA in the first place. I explain the setup in call forwarding.
Good to know#
The two texts do not copy themselves. Change the call script and the messaging instructions stay as they were, and the other way around.
Shorter is often better. I already receive your workspace description and other internal rules. You do not need to repeat them in your instructions.
Saving never rescues a conversation in progress. To test, hang up and call again, or send a fresh message.
When something goes wrong, ask yourself first: did I mishear, or did I decide badly? The answer tells you which place to open.