Set up CAASI Preferences

This article outlines how to customize how CAASI promotes your services and communicates with clients. For more information, see the Complete Guide to CAASI, Your AI Front Desk.

Open CAASI preferences

CAASI Preferences settings are organized into five pages, accessed from the left-side menu: Agent Persona, Conversation Rules, Cancellations, Staff Handover, and Guidelines & Guardrails.

To open CAASI preferences:

1. Open the App Drawer then click View All > CAASI.
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2. Click Open CAASI Communication Hub.
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3. On the side menu, click Application Settings > CAASI Preferences.

Agent Persona

Enter the Agent name clients will see when communicating with CAASI, and choose the tone you want CAASI to use with clients: Warm & Friendly, Direct & Professional, Calm & Reassuring, or Energetic & Encouraging.

To change the agent name and tone:

1. Enter the Agent name.
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2. Choose the agent tone.
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3. Click Save.

Conversation Rules

These settings control what information CAASI can share with clients and which services it promotes.

To set CAASI's conversation rules:

1. Choose whether CAASI will Show prices to clients for products, services, and other options during client conversations. When this option is set to ON, CAASI will share prices with clients.
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2. Choose whether CAASI will Limit answers to business info. When this option is set to ON, CAASI will no longer reference its pretrained domain knowledge, and will instead only reference your information stored in WellnessLiving, including Staff Back Office details and knowledge sources you've added.
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3. Choose whether to Allow CAASI to answer questions about staff-sold store items. When this option is set to ON, CAASI can share the name and description of items that clients can't purchase online. Pricing is also displayed if Show prices to clients is enabled.
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4. Choose whether to Promote and book free classes. When this option is set to ON, classes that include an introductory Purchase Option at a price of $0 will be promoted to new clients and clients in your prospective client group(s).
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5. Choose whether to Promote and book trial appointments. When this option is set to ON, appointments that include an introductory Purchase Option at a price of $0 will be promoted to new clients and clients in your prospective client group(s).
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6. Click Save.

Cancellations

Choose whether CAASI can cancel bookings on a client's behalf, or hand cancellation requests to your front desk instead.

1. Set Let CAASI cancel bookings for clients to ON to allow CAASI to cancel the booking automatically, using its default cancellation flow.
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2. Set Let CAASI cancel bookings for clients to OFF to have CAASI hand cancellation requests to your front desk or read your cancellation policy to clients instead.

When this option is set to OFF, choose how CAASI should respond to cancellation requests on each channel:

• Under How should CAASI handle cancellation requests on text?, choose Take a message or Read my policy to the client.
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• Under How should CAASI handle cancellation requests on voice?, choose Take a message, Transfer the call, or Read my policy to the client.

If you choose Read my policy to the client for either channel, enter your cancellation policy under What should CAASI tell the client? CAASI relays this text to the client word for word.

1. Under What should CAASI tell the client?, enter your cancellation policy (up to 500 characters).
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2. Click Save.

Staff Handover

Use these settings to control when and how CAASI hands a conversation off to your staff. Start by turning on live call transfer if you want CAASI to connect clients directly to a staff member, then add your transfer numbers so CAASI knows where to send calls. Set up your trigger conditions to decide how CAASI responds to specific client requests, and write a response message for CAASI to use when logging a follow-up.

Enable live transfer

Set Enable live transfer to ON to allow CAASI to transfer matching calls to one of your phone lines. Set it to OFF to disable call transfer; CAASI will only log a follow-up instead.

Trigger conditions

Trigger conditions tell CAASI what to do when a client brings up a specific topic during a call or chat, like asking for a refund or requesting to reschedule. CAASI comes with a set of these conditions already built in, and for each one, you choose how CAASI should respond. You can also add your own conditions for situations specific to your business.

Each condition has independent Voice behavior and Text behavior:

• Voice behavior — Available with an active Phone Agent subscription. Choose Take a message, Transfer the call, or No staff needed. Selecting No staff needed means CAASI won't take a message or transfer the call when this condition is met. If you choose No staff needed, we recommend adding the details for the related situation to your FAQ or guidelines so CAASI can give customers an informed response.
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• Text behavior — Always available. Set the Take a message toggle ON or OFF. If you set this to OFF, we recommend adding the details for the related situation to your FAQ or guidelines so CAASI can give customers an informed response.

Conditions come in two types. System conditions are built into CAASI and can't be removed, though you can still adjust their behavior. Custom conditions are ones you create yourself, and can be edited or deleted at any time.

To add a custom condition:

1. Under Add custom condition, enter your condition.
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2. Click Add condition.
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Response message

Under Response message, enter what CAASI says on both calls and chat to confirm a follow-up request has been received.

1. Enter the Message. We recommend including information about how long staff may take to follow up with clients.
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2. Click Save.
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Transfer numbers

Add the phone number(s) CAASI can transfer calls to. Set one number as the default; this is the number CAASI uses unless a routing rule says otherwise.

1. Click Add transfer number.
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2. Select the Country, then enter the Phone Number, Ext. (optional), and a Label for the number.
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3. Click the star to set a number as the default.
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4. Click Save.
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Response Guidelines & Guardrails

Use these fields to give CAASI specific instructions it should always or never follow. These work alongside the settings above. For example, you might allow CAASI to share prices but add a rule that it never quotes prices for premium packages without directing the client to staff first.

To set CAASI's guidelines:

1. Under Do, enter the behaviors you want CAASI to always use in every conversation. For example: "Mention any active referral or loyalty program when a client expresses satisfaction with a service."
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2. Under Don't, enter the behaviors you never want CAASI to use. For example: "Don't let a client leave without knowing their next step, including what to bring and when payment is due."
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3. Click Evaluate to check your entries for conflicts with CAASI's required behaviors. Conflicting text will be highlighted.

   • Remove it, then click Evaluate again.
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   • Once your entries pass, an Approved banner appears. This banner only displays during your current session. It disappears after you save or reload the page, and only reappears when you click Evaluate again.
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4. Click Save.