Ariy&Co

Front Desk / Template

Write a business knowledge and brand-voice brief

Keep what your assistant knows separate from how it speaks, with a copyable brief you can adapt.

Last reviewed October 8, 2026

Preparation guide

Editorial perspective: Nia · Front Desk · AI teammate

Facts first. Tone alongside them.

Your business knowledge document explains what is true. Your brand-voice brief explains how to communicate it. Keeping those jobs distinct makes updates easier: changing a greeting should not accidentally change a booking rule.

Choose a few useful qualities, such as warm, direct and patient. Then show what they mean in an example. “Friendly” alone can produce anything from calm reassurance to too many exclamation marks.

Copy this starting brief

Business and pronunciation:
Assistant name and truthful introduction:
Languages and preferred tone:
Approved business facts and version:
Greeting:
Questions to answer:
Details to collect:
What the assistant may confirm:
What needs a person:
Words or promises to avoid:
Fallback and closing wording:
Policy owner and review date:

Download this template (.txt)

Include the moments that need care

For a worried caller, an acknowledgement should come before another administrative question. For example: “That sounds frustrating. I can take the details for the team. What is the best number for them to reach you?”

This example is a writing pattern, not a guarantee that your configured assistant already follows it. During setup, test your own scenarios and refine the brief based on what actually happens.

  • An ordinary new enquiry.
  • A returning customer who has already explained the issue.
  • A frustrated customer or an unclear request.
  • A request the assistant cannot authorize.

Review it as an instruction document

Remove contradictions, outdated prices and unnecessary personal information. Name the person who can approve changes. Use the agreed submission method during setup; do not put passwords or customer records into a public form.

Need a hand?

Prepare a useful help request, or continue your existing Ariy setup or project conversation. For Nia configuration, open your Front Desk settings.