Voice & call behavior

Shape how Zinley introduces itself, speaks, screens callers, and returns control to you. Set a consistent default, then use a line-specific override only when that number has a different purpose.

Open Configure → Your Zinley → Behavior → Phone behavior for the account default.

Identity and greeting

The opening should make the representative recognizable and disclosed. Choose the greeting style, language, voice, and tone people should encounter.

Write a custom greeting when the line needs a specific purpose, such as recruiting or customer support. Keep the first sentence short: who Zinley is, who it represents, and what it can help with.

Set Default language for new callers from the 28 confirmed phone options. This controls how a call opens, not the language it must stay in: Zinley follows a person who switches languages and can learn that person's preference. Review the separate conversation, phone, and website language controls under Languages & automatic learning.

Inbound handling

Define how Zinley should handle:

• unknown callers and screening questions;
• basic or detailed messages;
• allowed transfer destinations;
• suspicious or blocked callers;
• urgent escalation to you;
• the destination for post-call summaries.

An escalation phone number means Zinley may call you when a rule requires it. Use it only for cases that justify interrupting you.

Global settings and line overrides

Global settings keep the identity consistent across lines. Override a line when its audience or job is meaningfully different — for example, a recruiting line may need different screening from a personal line.

After changing a line, call it from an untrusted number and a trusted number. Verify the greeting, disclosure, access, transfer boundary, and receipt.

Authority across channels

• Ask me first — Zinley prepares the external action and waits for approval.
• Go ahead — Zinley finishes inside the boundary and reports back.

These labels govern representation beyond phone too. Narrow the boundary inside the job for anything involving money, schedules, private data, or a commitment. See Authority & approvals.

Temporary instructions

Use a time-bounded instruction for a temporary condition, such as who may be offered a specific time this week. Include the person, allowed action, and expiry. Remove the instruction early when the situation changes.

Review the complete identity

The voice, phone number, email address, and identity & contact card should describe the same representative. Review Calls & receipts after testing it.