Personality & Booking Behavior
Set how the AI sounds and what it is allowed to do — booking, deposits, and templates
On this page
Where Personality Lives
Open AI Receptionist › Personality for the business persona — how the AI sounds everywhere. The master switch for text replies lives on AI Receptionist › Text replies and everything the AI may do around booking on AI Receptionist › Booking rules. Basic tone controls also appear in Settings.
Booking Capabilities
| Setting Group | What It Controls |
|---|---|
| AI booking capabilities | Whether customers can reschedule or cancel through the AI, the refund policy on cancellation, and the cutoff (in hours) before an appointment when self-service closes |
| Booking window | Minimum advance notice for new bookings and how many days ahead customers may book |
| Conversation session | Maximum session duration and inactivity timeout for AI conversations |
Deposits & No-Show Protection
Require a deposit before an appointment is confirmed — for first-time customers or for everyone. Configure a fixed amount or a percentage (with a cap), how long the payment link stays valid, and whether paying the deposit auto-confirms the appointment.
Deposit collection is not available yet
Message Templates
Customize the booking confirmation, deposit request, and cancellation messages the AI sends. Templates support placeholders that fill in customer, appointment, and business details at send time.
Troubleshooting
| Issue | Likely Cause | Fix |
|---|---|---|
| AI refuses to book appointments | Booking capability disabled or booking window too restrictive | Check the capability toggles and widen the minimum advance / horizon settings |
| AI tone does not match the brand | Persona not customized | Edit the persona on this tab and re-test in the playground |