The Return Customer Greeting is used when Speako recognises a caller as someone who has contacted or booked with your business before. It lets the AI Agent sound more personal without requiring your team to manually greet every returning customer.
Where to edit it
Open Greetings, then choose Customer Greetings.
The Return Customer Greeting card appears below the Initial Greeting. Its description is For recognized returning customers.
Edit the text, then use Save Changes in the bottom banner to keep it. Use Reset if you want to discard unsaved edits.
How it differs from the Initial Greeting
The Initial Greeting is for first-time or unrecognised callers. The Return Customer Greeting can use the caller's first name and acknowledge that they have been in touch before.
For example:
Welcome back, {{customer_first_name}}. Thanks for calling {{business_name}} again. How can I help today?
This greeting should still be useful if recognition is imperfect. Keep it warm, but avoid language that assumes too much about the caller's last visit or booking.
Available variables
The Return Customer Greeting supports:
| Variable | What it inserts |
|---|---|
{{business_name}} |
Your business name |
{{location_name}} |
The selected location name |
{{customer_first_name}} |
The returning customer's first name |
{{ai_agent_name}} |
The AI Agent's name |
{{after_hours_message}} |
Your after-hours message |
{{recording_disclosure}} |
Your recording disclosure text |
The {{customer_first_name}} variable is the main reason this greeting exists. Use it naturally, and avoid repeating the customer's name too often.
💡 Tip: One friendly name mention is enough. Overusing a customer's name can make the greeting feel unnatural.
Recording disclosure requirements
If voice recording retention is enabled, Speako may require {{recording_disclosure}} in the Return Customer Greeting. If you remove it, the save flow can show an error explaining that the greeting must include the variable.
Use the Recording Disclosure variable button to insert it rather than typing it manually.
Preview and audio check
Use the eye icon to see how the greeting reads with customer and business details filled in. Use the speaker icon to hear an audio preview.
Audio preview is especially useful for return greetings because a greeting can look fine in writing but feel too familiar when spoken aloud. If it sounds awkward, simplify it.
Keep it broadly true
Avoid lines like “welcome back for your usual appointment” unless the AI Agent is guaranteed to know that context. A safer greeting says the customer is returning, then lets them explain what they need.