> ## Documentation Index
> Fetch the complete documentation index at: https://help.avoca.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Best practices for bot virtual assistant disclosure

## Virtual Assistant Disclosure Best Practices

## Overview

When configuring your Avoca virtual assistant, how and when you disclose that the caller is speaking with AI can significantly impact your transfer rate and overall call resolution. This guide covers best practices for disclosure timing and phrasing.

## Recommended Approaches

### Option 1: Natural Mid-Conversation Disclosure (Recommended)

**Best for:** Reducing transfer rates while maintaining transparency

Instead of leading with "I'm a virtual assistant," let your bot introduce itself naturally after the customer states their need. This allows the customer to understand the bot's capabilities before deciding whether to request a human.

**How it works:**

1. Bot answers with a friendly greeting (no disclosure yet)
2. Customer states their reason for calling
3. Bot discloses while demonstrating capability

**Example Flow:**

<Note>
  Bot: "Thanks for calling \[Your Business Name]! How can I help you today?"

  **Customer:** "I need to reschedule my appointment."

  **Bot:** "I can definitely help with that! I'm the digital assistant here to help with your appointment. Let me pull up your information now."
</Note>

**Why this works:**

* Customers often assume they need a human for tasks like booking, canceling, or rescheduling
* By showing capability first, customers are more likely to continue with the assistant
* Disclosure still happens early in the conversation

### Option 2: Immediate Introduction Disclosure

**Best for:** Full transparency from the start, compliance with stricter regulations

Disclose in the very first message, but integrate it naturally with an offer to help.

**Recommended phrasing:**

* "Thank you for choosing \[Your Business Name], this is \[Agent Name], a virtual assistant. How may I help you today?"
* "I'm part of \[Your Business Name]'s digital team"
* "I'm \[Your Business Name]'s digital assistant"

**Example scripts:**

<Note>
  "Thank you for choosing Avoca, this is Megan, a virtual assistant. How may I help you today?"

  "Hi there! I'm part of Avoca's digital team—how can I help you today?"

  "Thanks for calling! I'm with Avoca team and I can help you with appointments, scheduling, and more. What can I do for you?"
</Note>

<Warning>
  **Important:**

  Only include this disclosure in the first response. Do not repeat it in subsequent messages unless the customer specifically asks if they're speaking with a human.
</Warning>

### Option 3: Disclosure Only When Asked

**Best for:** Maximizing engagement (where legally permitted)

The bot does not proactively disclose its nature unless the customer directly asks "Are you a human?" or similar.

<Warning>
  **Important Legal Consideration:**

  Before using this approach, consult the regulations in your state or region. Some jurisdictions require proactive AI disclosure. Check with legal counsel to ensure compliance.
</Warning>

## What to Avoid

### ❌ Don't offer a human transfer in the opening message

**Not recommended:**

<Note>
  "Hi, I'm a virtual assistant. Say 'human' at any time to speak with a representative."
</Note>

**Why:** Customers often don't realize AI can handle complex tasks like booking, rescheduling, or canceling appointments. Offering a human transfer upfront leads to unnecessary transfers.

### ❌ Don't repeat the disclosure

Once you've disclosed, there's no need to mention it again unless directly asked.

## Configuration Checklist

| Setting                | Recommendation                                                        |
| :--------------------- | :-------------------------------------------------------------------- |
| Disclosure timing      | After customer states need (Option 1) or in first response (Option 2) |
| Disclosure frequency   | Once per conversation                                                 |
| "Talk to human" prompt | Do not include in greeting                                            |
| Function execution     | After initial greeting is sent                                        |

## Summary

| Approach                    | Transfer Rate Impact | Transparency Level | Legal Risk          |
| :-------------------------- | :------------------- | :----------------- | :------------------ |
| Mid-conversation disclosure | ✅ Lower              | Medium             | Low                 |
| Immediate disclosure        | Medium               | High               | Very Low            |
| Disclosure only when asked  | ✅ Lowest             | Lower              | ⚠️ Check local laws |