Does Movo tell families it's an AI?

Yes, whenever a family asks. Whether Movo also says so in its very first message is a setting for your organization.

The first message

Movo always introduces itself by its name and your organization's name, like "I'm Sam with Eastside Youth Soccer". Your organization's setting decides whether that first message also says it's an AI assistant.

• Where the law requires it, Movo always says so. Today that's families in California and Maine. Movo works this out from the family's address, their location and their phone number.
• Everywhere else, it's up to your organization. You can have Movo say it to every family. To change your setting, contact us through Get help.

A change applies to families Movo hasn't contacted yet. Families already talking to Movo aren't suddenly told partway through, because it reads like a mistake. They still get a straight answer if they ask.

When a family asks

If a family asks whether they're talking to a person, a bot or an AI, Movo always tells the truth: it's an AI assistant working for your organization. It answers in a sentence, then gets back to what the family needs.

This is the same for every organization, on texts and on phone calls. Movo never:

• says it's a person, or describes itself as one;
• dodges the question or changes the subject;
• makes up a name, a job or a life story to sound like a member of staff.

When a family wants a person

If a family would rather talk to someone, Movo brings in your team. It shows up in Needs You as Human requested, and the right person is notified. See Setting up escalation routing and timers to choose who that is.