Return customers deserve special recognition. This article explains how to set up a personalized greeting for people who call back.

What Is the Return Customer Greeting?

The return customer greeting plays when someone calls and is recognized as an existing customer (typically via caller ID). It creates a more personal experience.

Setting Your Return Customer Greeting

  1. Go to AI Config > Greetings
  2. Find the Return Customer card
  3. Enter your greeting text
  4. Click Save Changes

Using the Customer's Name

The key variable for return customers:

Variable Replaced With
{{customer_first_name}} The customer's first name

Other available variables:

Example Greetings

Personalized and Warm

Hi {{customer_first_name}}! It's great to hear from you again. This is {{ai_agent_name}} from {{business_name}}. How can I help you today?

Efficient Recognition

Hello {{customer_first_name}}, thank you for calling back. How can I assist you?

Friendly and Casual

Hey {{customer_first_name}}! Welcome back to {{business_name}}. What can I do for you?

How Customer Recognition Works

Variable Replaced With
{{ai_agent_name}} Your agent's name
{{business_name}} Your business name
{{location_name}} The location name

Speako recognizes returning customers through:

  • Caller ID — Phone number matching customer records
  • Customer Database — Information stored from previous interactions If the phone number isn't in your system, the initial greeting plays instead.

Best Practices

Acknowledge the Relationship

Using their name and acknowledging they're a returning customer builds rapport.

Keep It Natural

Don't overdo the personalization. One use of their name is usually sufficient.

Maintain Consistency

The tone should match your initial greeting while feeling more familiar.

Fallback Behavior

If a customer's name isn't available but they're recognized:

  • The greeting still plays
  • The name variable may be replaced with a generic term or omitted