1.1 Contact Personalization
ZenCall allows you to personalize how the AI answers and interacts with specific callers. This creates a more natural and helpful experience for your clients.
1. Adding a Contact
1. Navigate to the Contacts page and click "Add Contact".
2. Enter the following information:
- Name (optional)
The contact’s first name, used to personalize greetings.
- Phone Number (required)
Use the full international format (e.g.,
- Intro (optional)
A short, custom greeting for this contact that replaces the default greeting if provided.
Example:
“Hi John, welcome back!”
- Contact Prompt (optional)
Additional instructions for how the AI should handle calls from this person.
Example:
“Ask about their recent estimate request. They prefer call follow-ups.”
- Checkbox: “Use Contact Prompt as Full AI Prompt”
If selected, the Contact Prompt fully replaces your main system prompt (instead of just appending to it).
2. Enter the following information:
- Name (optional)
The contact’s first name, used to personalize greetings.
- Phone Number (required)
Use the full international format (e.g.,
+1 234 567 8900). This identifies the caller.
- Intro (optional)
A short, custom greeting for this contact that replaces the default greeting if provided.
Example:
“Hi John, welcome back!”
- Contact Prompt (optional)
Additional instructions for how the AI should handle calls from this person.
Example:
“Ask about their recent estimate request. They prefer call follow-ups.”
- Checkbox: “Use Contact Prompt as Full AI Prompt”
If selected, the Contact Prompt fully replaces your main system prompt (instead of just appending to it).
2. How It Works During Calls
If the Contact Is Recognized:
- AI Greeting uses:
- The Contact Intro (if filled in), which overrides the default greeting.
- The Contact Name in any greeting text containing
- If the contact doesn’t have a name,
- AI Instructions:
- By default, the Contact Prompt is appended to your main system prompt.
- If the Prompt Mode checkbox is selected for that contact, the Contact Prompt replaces the main system prompt entirely.
If the Contact Is Not Recognized:
- The AI uses your default greeting and your main prompt from the Settings page, with no contact-specific customization.
- AI Greeting uses:
- The Contact Intro (if filled in), which overrides the default greeting.
- The Contact Name in any greeting text containing
{name} (e.g., “Hi {name}, welcome back!”).- If the contact doesn’t have a name,
{name} is ignored and the AI greets them without a name.
- AI Instructions:
- By default, the Contact Prompt is appended to your main system prompt.
- If the Prompt Mode checkbox is selected for that contact, the Contact Prompt replaces the main system prompt entirely.
If the Contact Is Not Recognized:
- The AI uses your default greeting and your main prompt from the Settings page, with no contact-specific customization.
3. Using Personalization in Your Main Prompt
- You can use the merge tag
- Note: In most cases, you don’t need to add this tag manually, ZenCall automatically appends or replaces your main prompt based on the contact’s settings.
{contact_prompt} in your Settings page main prompt. This lets ZenCall insert each contact’s custom prompt automatically.- Note: In most cases, you don’t need to add this tag manually, ZenCall automatically appends or replaces your main prompt based on the contact’s settings.
Example Scenario
Contact Info:
- Name: Sarah
- Intro: "Hi Sarah, great to hear from you again!"
- Contact Prompt: "She asked for a follow-up on her quote request. Offer to resend it if needed."
- Prompt Mode Checkbox: Unchecked
Resulting Behavior:
- Greeting: "Hi Sarah, great to hear from you again!"
- AI Prompt: [Your main system prompt from your Settings page] + "She asked for a follow-up on her quote request. Offer to resend it if needed."
- Name: Sarah
- Intro: "Hi Sarah, great to hear from you again!"
- Contact Prompt: "She asked for a follow-up on her quote request. Offer to resend it if needed."
- Prompt Mode Checkbox: Unchecked
Resulting Behavior:
- Greeting: "Hi Sarah, great to hear from you again!"
- AI Prompt: [Your main system prompt from your Settings page] + "She asked for a follow-up on her quote request. Offer to resend it if needed."
How to Make the AI Ask Who Is Calling Only When They Are Not in Your Contacts
- Example Intro Prompt (in the Settings page):
- If the caller is not in your Contacts,
- If the caller says their name is John, the AI will then address them as John moving forward.
"Hi {name}, this is Natasha. How can I help you?"
- Example Sentence to Add in Your General Settings Page Prompt:"Unless you already know who is calling, start by asking 'May I ask who is calling?'. Even if the caller just asked you a question, ask who is calling before you provide an answer. After they share their name, address their question."
Behavior:
- If the caller is not in your Contacts,
{name} is automatically omitted. The AI will say, “Hi, this is Natasha. How can I help you?” then ask them to identify themselves if needed.- If the caller says their name is John, the AI will then address them as John moving forward.
In Email Summaries
- If a contact is saved, their name and number will appear in your email summaries (e.g., “Sarah (+1 234 567 8900)”).
- Clicking on their number allows you to call them back quickly.
- Clicking on their number allows you to call them back quickly.
Bulk Import
You can import contacts in bulk using a CSV file, then update Contact Intros and Contact Prompts only for important or frequent callers. This lets you quickly scale your contact list while focusing personalization efforts on high-impact clients.
If your contact file isn’t already in CSV format, or if you need to convert and/or standardize phone numbers, you can use ChatGPT to handle the conversion. For example, if you have a VCF file, multiple phone number columns (e.g., home, mobile), or need to ensure all numbers are in full international format (+XX), simply provide ChatGPT with the following prompt (along with your file):
If your contact file isn’t already in CSV format, or if you need to convert and/or standardize phone numbers, you can use ChatGPT to handle the conversion. For example, if you have a VCF file, multiple phone number columns (e.g., home, mobile), or need to ensure all numbers are in full international format (+XX), simply provide ChatGPT with the following prompt (along with your file):
Please convert the attached contacts file (VCF or CSV) into a CSV with the following requirements:
1. Merge all phone numbers (Home, Mobile, Work, etc.) into a single column called “Phone Number.”
2. If a contact has multiple phone numbers, create one row per phone number. So a contact with both Home and Mobile should appear on two rows, each row listing the same name and other details, but a different phone number.
3. Convert all phone numbers into full international format (+XX). For example, a U.S. number starting with 628 or 001 628 should become +1 628; a German number should start with +49; a French number should start with +33, etc.
4. Include only the necessary fields: Name (if available), Phone Number, and any other relevant columns we might need for importing into ZenCall.
5. Output the final result as a CSV file with headers and proper formatting.
When complete, please send back the CSV in a downloadable format (such as a file link).
1.2 Calendar Integration (Zapier)
ZenCall allows seamless integration with calendar apps through Zapier. Follow this step-by-step guide to automatically create events in your calendar when a caller books a meeting via ZenCall.
1. Create a Zap
- Go to www.zapier.com.
- In the top menu, click “Zaps” → then “Create” → “New Zap”.
2. Set the Trigger
- In the Trigger section, search for the ZenCall app.
- Set the Trigger Event to "New Meeting".
- Click “Continue”.
- Click “Test Trigger” and choose a sample meeting (e.g., Meeting A).
3. Set the Action
- In the Action section, choose the calendar app you want to use (e.g. Google Calendar, Calendly, Teamup Calendar, Zoho Calendar, CalendarHero, etc).
- For Action Event, choose “Quick Add Event” (or a similar event creation option). Connect your calendar account when prompted.
- Choose the calendar where you want the event to be added.
4. Customize the Event
- In the Describe Event field, customize the meeting text using the fields provided by ZenCall, such as:
- Caller's Name
- Date Time
- Description
- From Phone
- Leave the Attendees field blank.
- Click Continue, then Test Action.
- If successful, click Publish Zap.
5. Connect ZenCall API
- In Zapier, go to “My Apps” or open the ZenCall App connection.
- Click the three dots (⋮) next to ZenCall and select “Add Connection” or “Replace Connection”.
- When prompted, paste your API Key (find it in you).
- After pasting your key, click “Test Connection”.
- Once verified, a green check will confirm that the app is active.
You're all set!
You can now call your AI assistant and ask it to book a meeting, it will instantly appear in your connected calendar.Need help? Reach out to our support team via the Help button in your ZenCall dashboard.
1. Create a Zap
- Go to www.zapier.com.
- In the top menu, click “Zaps” → then “Create” → “New Zap”.
2. Set the Trigger
- In the Trigger section, search for the ZenCall app.
- Set the Trigger Event to "New Meeting".
- Click “Continue”.
- Click “Test Trigger” and choose a sample meeting (e.g., Meeting A).
3. Set the Action
- In the Action section, choose the calendar app you want to use (e.g. Google Calendar, Calendly, Teamup Calendar, Zoho Calendar, CalendarHero, etc).
- For Action Event, choose “Quick Add Event” (or a similar event creation option). Connect your calendar account when prompted.
- Choose the calendar where you want the event to be added.
4. Customize the Event
- In the Describe Event field, customize the meeting text using the fields provided by ZenCall, such as:
- Caller's Name
- Date Time
- Description
- From Phone
- Leave the Attendees field blank.
- Click Continue, then Test Action.
- If successful, click Publish Zap.
5. Connect ZenCall API
- In Zapier, go to “My Apps” or open the ZenCall App connection.
- Click the three dots (⋮) next to ZenCall and select “Add Connection” or “Replace Connection”.
- When prompted, paste your API Key (find it in you).
- After pasting your key, click “Test Connection”.
- Once verified, a green check will confirm that the app is active.
You're all set!
You can now call your AI assistant and ask it to book a meeting, it will instantly appear in your connected calendar.Need help? Reach out to our support team via the Help button in your ZenCall dashboard.
1.3 Prompt Best Practices
1. Improve How the AI Spells Out Your Website or Email Address (and/or Sends It by Text Message)
When sharing a website or email address over the phone, clarity is essential. You have two effective options to make sure callers get the information without confusion:
Option 1: Spell it out clearly in your prompt
For your documentation URL, instead of just saying:
“Visit zencall.ai/docs”
Refine your prompt to:
“Visit zencall dot A I slash docs — that’s: Z... E... N... C... A... L... L... DOT A I... SLASH D... O... C... S”
For your email address, instead of saying:
“Email us at info@zencall.ai"
Refine your prompt to:
“Email us at info at zencall dot A I — that’s: I... N... F... O... at... Z... E... N... C... A... L... L... DOT A I”
Option 2: Send it by text message
If spelling out a website or email address feels too long or confusing, you can have your AI send the information by text message, triggered by a specific keyword.
To set this up:
- Go to your Settings page.
- Click on "Add URL Link for Text Messages."
- In the "Name" field, enter the keyword or key phrase that should trigger the message (e.g. “documentation” or “email”).
- In the "https://" field, enter the text you want sent (e.g. "
Now, when a caller says the keyword, your AI will automatically send the message by text—no need to spell it out over the phone.
When sharing a website or email address over the phone, clarity is essential. You have two effective options to make sure callers get the information without confusion:
Option 1: Spell it out clearly in your prompt
For your documentation URL, instead of just saying:
“Visit zencall.ai/docs”
Refine your prompt to:
“Visit zencall dot A I slash docs — that’s: Z... E... N... C... A... L... L... DOT A I... SLASH D... O... C... S”
For your email address, instead of saying:
“Email us at info@zencall.ai"
Refine your prompt to:
“Email us at info at zencall dot A I — that’s: I... N... F... O... at... Z... E... N... C... A... L... L... DOT A I”
Option 2: Send it by text message
If spelling out a website or email address feels too long or confusing, you can have your AI send the information by text message, triggered by a specific keyword.
To set this up:
- Go to your Settings page.
- Click on "Add URL Link for Text Messages."
- In the "Name" field, enter the keyword or key phrase that should trigger the message (e.g. “documentation” or “email”).
- In the "https://" field, enter the text you want sent (e.g. "
https://www.zencall.ai/docs" or "info@zencall.ai").
Now, when a caller says the keyword, your AI will automatically send the message by text—no need to spell it out over the phone.
