Callers should not have to reverse-engineer who—or what—answered the phone. A useful disclosure policy is brief, accurate, consistent with the business’s brand, and connected to a real human or fallback path.
Decide what the opening must make clear
Write the opening around the caller’s practical questions: which business answered, that Nova is an AI voice receptionist, and what it can help with. Avoid a long legal recital that buries the reason for the call.
Disclosure is also an operating boundary. The greeting should not imply that Nova is a licensed professional, dispatcher, technician, or employee with authority the system does not have.
Match disclosure to the call scope
A business using Nova only for unanswered or after-hours calls may want the greeting to explain that it is helping while the team is unavailable. A business using overflow coverage may need language that does not suggest the office is closed.
Use the same approved identity in normal answers, transfer explanations, voicemail, and safe fallbacks. A caller should not hear conflicting descriptions as the call moves between paths.
Give callers a usable choice
Define what happens when a caller asks for a person, refuses to continue, or needs help outside Nova’s approved knowledge. That may be a tested transfer, an escalation record, or voicemail. Do not promise immediate human availability unless the business has approved and tested that promise.
The NIST AI Risk Management Framework Playbook treats governance, mapping, measurement, and management as connected activities. For a phone workflow, that means disclosure should be designed, tested, reviewed, and updated—not added as a one-time sentence.
Test the words with real call scenarios
Call as a new lead, an existing customer, an upset caller, a vendor, and someone who asks directly whether Nova is AI. Verify that the answer stays clear and that the next step matches the configured rule.
AfterTone configures and tests Nova with each customer. Production SMS remains outside the advertised capability until the separate authorization, registration, configuration, approval, and testing gates are complete.