Message Scenarios let you tell Rosie exactly what to learn from different types of callers. Define a scenario for each kind of inquiry you get (new client, existing client, quote request, etc.), give Rosie a short brief in plain language, and she'll match each caller to the right scenario and gather the info conversationally.
Heads up for existing users
If you already have custom message questions set up, you'll want to switch from legacy message taking to Message Scenarios. When you do, your existing questions will be automatically migrated into a single scenario brief called 'General Inquiry.'
Two important tips after you migrate:
you may wish to rename the scenario from 'General Inquiry' to something more specific to assist Rosie in matching the set of questions to the type of inquiry
your migrated brief will come over as a list of your old questions. We recommend rewriting it in a short, conversational paragraph, describing what you want Rosie to learn from the caller. Rosie performs best when her brief reads like instructions you'd give a teammate.
Example brief:"Ask their first name, confirm their callback number, and find out what kind of project they're calling about, their timeline, and whether they've worked with a contractor before"
How It Works
When a caller reaches Rosie, she'll:
Listen for the caller's intent or reason for calling
Match the caller to the best-fit scenario from your list
Use that scenario's brief to guide what she asks
Capture the info and surface it in the call's details within the 'Conversations' tab
If no scenario matches, Rosie falls back to taking a standard message with name and phone number, and reason for calling.
Here's a glimpse at the Message Scenarios page:
The Briefing Model
Each scenario has two parts:
Scenario name — a short label like New Client Inquiry or Existing Patient Callback. This helps Rosie route callers and helps you organize your scenarios.
Briefing — a free-form description (up to 500 characters) of what Rosie should learn from that caller.
The brief is not a question list. Think of it like a quick note to a new receptionist: "For new clients, find out what service they're interested in, how they heard about us, and the best time to call them back." Rosie will weave those points into a natural conversation rather than read them off one by one.
Here's a glimpse at a briefing for a pool maintenance company fielding a request to start summer maintenance:
Creating a Scenario
Log into Rosie Admin
Navigate to Settings → Take a Message
Click Add Scenario
Give it a clear, descriptive name (e.g., Quote Request, Existing Client)
Write the brief, or click Suggest a Briefing to have Rosie draft one for you based on the scenario name and your business info
Save
AI-Suggested Scenarios
Inside the scenario creation modal, you can click Suggest a Briefing at any time. Rosie will use the scenario name and what she knows about your business to generate a draft brief you can then tweak to fit your exact needs.
FAQs
How does Rosie decide which scenario to use?
Rosie listens to the caller's stated reason for calling and matches it to the most relevant scenario from your list. If nothing matches, she'll fall back to taking a standard message.
What happens if a caller's reason for calling could match more than one scenario?
Rosie picks the best-fit based on the conversation. If you have scenarios that overlap heavily, consider combining them into one broader scenario.
Do I have to use bullet points or numbered questions in my brief?
No. And in fact, we recommend against it. A short paragraph describing what you want Rosie to learn will help Rosie ask questions in a more conversational manner than a more rigid bulleted list.
Can I revert from scenarios back to the old custom questions setup?
No. The switch from custom questions to scenarios is one-way.
I'm a new user, do I need to do anything to enable scenarios?
No. New accounts use scenarios by default, and you'll be guided through setting up your first ones during onboarding.
Will Rosie ask every question in my brief on every call?
Not necessarily. Rosie uses your brief as guidance and asks what makes sense based on how the conversation unfolds. If a caller volunteers information before being asked, Rosie won't repeat the question.
Plan Limits
Every plan includes Message Scenarios. The difference is how many you can have:
Pro: 2 scenarios
Scale: 5 scenarios
Growth / Enterprise: Unlimited
Need Help?
Contact us anytime at support@heyrosie.com or chat with us in Rosie Admin.