Managers and Group Admins can edit the greeting themselves. This article explains where to go.
Step 1. Open the settings page
Go to: Dealership Settings > Exceptional Periods
Click Add Period (top right), then in the form that opens, click the link Call Configuration — Messages near the bottom.
Step 2. Choose where the change applies
At the top of the Call Configuration page, pick one:
Group (applies to every dealership)
Dealership (applies to one dealership)
Phone Number (applies to one number only)
Most clients want Dealership.
If your dealership has only one phone number, the Phone Number level is not shown and its settings are at Dealership level.
Step 3. Open the greeting tab
Click the First Messages tab.
Step 4. Turn on custom editing
Switch on Use Custom First Message.
Step 5. Edit the text
Two boxes will appear:
Message: this is what callers hear during business hours.
First Message (Outside Business Hours): this is what callers hear when you're closed.
Type your new wording directly into either box.
You can use [[client_name]] and [[dealership_name]] anywhere in the text, and Sandra will fill in the caller's name and your dealership's name automatically.
Step 6. Save
Click Update.
Your new greeting is live immediately.
To undo your changes and go back to the default, click Reset to inherited instead.
Adding a "high call volume" message
There's no separate button for this.
Just add a sentence about it into your Message box from Step 5, for example: "We're currently experiencing a high volume of calls, thank you for your patience." Save the same way, and remove it later the same way.
You can also ask Sandra AI support to set up a temporary message, such as a high call volume message, for you.
If it's for one specific known busy day (a sale, an event), you can instead go to Dealership Settings > Exceptional Periods > Add Period, and fill in the Greeting for this period box with your message and the dates it should apply.
When to contact support
The steps above only change the wording of the greeting.
If you want to change how Sandra behaves during the call itself (for example, a specific question she asks, or how she handles a certain type of request), that's not something you edit yourself.
Open the chat icon in the bottom right corner of the screen, click Send us a message, and describe exactly what you'd like changed.
