Quick Answer: FrontOrbit's Personalization hub is available in Settings → Personalization during the Testing and Active phases. It has 8 tabs: Business Info, Business Hours, Services, AI Persona, FAQ, Message Templates, Booking, and Voice AI. Changes save independently per tab and take effect immediately — no downtime or container rebuild required.
When Can You Access Personalization?
Personalization is unlocked once your account transitions to the Testing phase (after our team completes the 48-hour setup). During the 72-hour testing window, personalizing your AI is your primary task.
Navigate to it from the dashboard sidebar: Settings → Personalization.
Tab 1: Business Info
This is the ground truth your AI uses in every conversation. Keep it current.
| Field | Purpose | Example |
|---|---|---|
| Business Name | How the AI refers to your business | "Serenity Aesthetic Studio" |
| Industry | Vertical-specific AI behavior tuning | MedSpa |
| Contact Phone | AI provides this when asked | +1 (555) 123-4567 |
| Google Review URL | AI sends this for review requests | https://g.page/r/... |
Getting your Google Review link: Go to Google Business Profile, select your business, click Share Review Link in the Get more reviews section. Paste the short link here.
Tab 2: Business Hours
Business Hours controls when your AI treats the business as "open" for booking purposes. The AI uses these to contextualize booking requests:
Customer: "Can I book for tonight at 9 PM?"
AI (if 9 PM is outside hours): "We're open Monday through Saturday, 9 AM to 7 PM. The earliest I can book you is tomorrow at 9 AM — would that work?"
How to set hours:
- Toggle each day's checkbox to mark it as open or closed
- Set open and close times using the time pickers
- Common service business schedule: Mon–Fri 9:00–19:00, Sat 9:00–17:00, Sun closed
Public holidays: FrontOrbit doesn't currently auto-block public holidays. For a holiday, manually set that day's hours to "Closed" at the start of the week, or enable the AI Pause feature if you're entirely closed.
Tab 3: Services
Your services catalogue is the single most important training data for your AI. Every service entry includes:
- Name — Exactly as customers know it (e.g., "Botox — 1 Area" not "BTXS")
- Duration — In minutes (used for booking slot calculation)
- Price — In your local currency (no currency symbol — just the number)
Best practices:
- List your 10–15 most-requested services — not every variation
- Use names customers actually say, not internal codes
- Be specific: "Botox — 1 Area (£150, 30 min)" is better than "Botox (call for pricing)"
- If pricing is variable, enter a starting price and add an FAQ: "Botox pricing starts at £150 for 1 area..."
To add a service, click + Add Service, fill in the row, and click Save Services.
Tab 4: AI Persona
This defines your AI's identity and conversational style:
Assistant Name
What the AI calls itself in conversations. Pick something:
- That fits your brand (luxury brands → "Aria," "Nova," "Celeste")
- Easy to say aloud (for Voice AI calls)
- Not a generic name like "Bot" or "Assistant"
Conversational Tone
Affects word choice, sentence structure, and warmth level across all AI responses:
| Tone | Style | Ideal For |
|---|---|---|
| Warm & Friendly | "Of course! I'd love to help..." | Beauty, Wellness, Lifestyle |
| Professional & Formal | "Certainly. I can confirm..." | Medical, Legal, Financial |
| Casual & Upbeat | "Absolutely! Let's get you booked 🎉" | Salons, Fitness, Gen-Z brands |
Custom System Prompt
Advanced users can override the auto-generated AI instructions. Leave blank unless you have specific requirements.
Example custom instructions:
Always introduce yourself as "Aria from Serenity" on first contact.
Never discuss prices in the first message — always ask about the customer's goals first.
If asked about a competitor, say "We focus on delivering the best results for our clients."
All responses must be under 150 words.
Tab 5: FAQ / Knowledge Base
Add question-answer pairs to train your AI on business-specific knowledge. The AI retrieves the most relevant FAQ entries before generating each response.
Formatting tips:
- Write questions exactly as customers ask them (conversational, not formal)
- Answers should be 1–4 sentences — concise but complete
- Include specific details (prices, names, policies) rather than vague references
High-value FAQs for service businesses:
| Question | Why It Matters |
|---|---|
| "Do you have parking?" | Asked by nearly every first-time visitor |
| "What's included in [your top service]?" | Prevents booking misunderstandings |
| "Do you offer payment plans / financing?" | Critical for high-ticket treatments |
| "What should I avoid before my treatment?" | Pre-care instructions |
| "How long do results last?" | Manages expectations, reduces complaints |
| "Do you have a loyalty programme?" | Increases rebooking rate |
| "Is there a referral programme?" | Drives word-of-mouth |
Aim for at least 15 FAQs before going live.
Tab 6: Message Templates
Customize the templates your AI uses for proactive outreach:
WhatsApp Review Request Template
Sent to customers after their appointment to request a Google review. Variables available:
{customer_name}— customer's first name{business_name}— your business name{review_link}— your Google Review URL
Example:
Hi {customer_name}! Hope you loved your experience at {business_name} today 🌟
If you have a moment, we'd be so grateful for a quick Google review — it really helps us grow:
{review_link}
Thank you for choosing us! 💛
Instagram DM Auto-Reply Template
The first message sent when a new customer DMs your Instagram for the first time.
Example:
Hi! 👋 Thanks for reaching out to {business_name}. I'm {persona_name}, your virtual assistant.
I can help you with bookings, service info, pricing, and availability. What can I do for you today?
Tab 7: Booking Preferences
| Setting | Recommended Value | Notes |
|---|---|---|
| Booking URL | Your Calendly/Acuity link | Used when direct calendar isn't connected |
| Lead Time (hours) | 24 | Minimum advance booking notice |
| Cancellation Policy | "24 hours notice required" | AI quotes this verbatim |
Tab 8: Voice AI Preferences
Select the voice for your phone AI receptionist. Changes are applied by our team within 24 hours — email [email protected] to expedite urgent changes.
Frequently Asked Questions
Q: How quickly do personalization changes take effect? Most changes (FAQ, services, templates, hours) take effect immediately — the AI uses your latest settings on the very next message. Voice AI changes take up to 24 hours as they require our team to update the Vapi configuration.
Q: Can I have a different AI persona for different channels (e.g., more casual on Instagram, formal on phone)? Currently, one persona applies across all channels. Per-channel persona is on the product roadmap.
Q: The FAQ I added isn't being used by the AI. Why? Ensure the question is phrased similarly to how customers actually ask it. Exact wording helps — add multiple variations of the same question as separate entries if customers phrase it differently.
Q: Can I export my services catalogue or FAQ to edit in bulk? Not yet — bulk CSV import/export for services and FAQs is on the roadmap. For now, edit via the interface or contact support for bulk data migration assistance.