Formulating the perfect greeting and icebreaker

The first seconds of a phone call determine whether a caller feels well taken care of. In your Safina conversation guide, the first two sentences are therefore particularly important. They create clarity, build trust, and manage the caller's expectations.

These two sentences – the greeting and the icebreaker – are the only parts of the conversation guide that Safina speaks exactly word for word as you dictate. So it's worth giving them a brief moment of attention.

Where can I find these settings?

Go to the "Safina AI" tab in your Safina app and open your "conversation guide" there. At the top, you will find the two input fields for "greeting" and "icebreaker".

Part 1: The Greeting – Clarity and Identity

The greeting has a clear goal: The caller must immediately know where they have landed and who (or what) they are speaking with.

The three most important components of a good greeting are:

• A friendly address: A simple "Good day" or "Warm welcome".

• Your company name: State the name of your company, law firm, or practice.

• Your identity as an assistant: Make it clear from the outset that this is a digital or AI assistant. This avoids confusion.

Good examples:

Formal: "Warm welcome to the law firm of Dr. Mustermann. You are speaking with the digital telephone assistant."

Casual: "Good day, this is the connection from the Schmidt craft business. You are currently speaking with the AI assistant."

Part 2: The Icebreaker – Managing Expectations

The icebreaker is perhaps the most important sentence of the entire conversation. It alleviates the caller's uncertainty by briefly explaining what the assistant can do and what to expect next.

The two most important components of a good icebreaker are:

• Listing capabilities: Mention two to three core functions that are relevant to your callers (e.g., taking inquiries, booking appointments, providing information).

• Call to action: End the sentence with a clear, open question that gets the conversation going.

Good examples:

For a doctor's office: "I can take a prescription order for you or send you a link to book an appointment via SMS. Please first tell me your full name and your date of birth."

For an agency: "I would be happy to take your concern for the team and can also provide you with general information about our services. What is your call about?"

Clarity Builds Trust

By carefully formulating these two sentences, you create a professional, transparent, and helpful experience from the very first moment of the call. This leads to better conversation results and more satisfied callers.

Your Safina team