> For the complete documentation index, see [llms.txt](https://v5docs.keyfax.biz/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://v5docs.keyfax.biz/configuration/conversation-phrases.md).

# Conversation phrases

Your script provides the questions and the advice. Keyfax provides everything around them: the greeting, the prompts, the apologies, the way it asks somebody to repeat themselves.

<figure><img src="/files/kjhxOG9qmKdMsBifoEuQ" alt="The Conversation phrases page"><figcaption><p>The phrases Keyfax uses around your script</p></figcaption></figure>

## Why change them

Because they are the parts of the conversation you did not write, and they carry your organisation's tone as much as the script does. A greeting that says "housing assistant" when everyone locally says "repairs line" is a small thing that reads as carelessness.

## Worth knowing

**Some phrases are spoken but never written, and the other way round.** A phrase asking someone to repeat themselves has no use in chat; one describing a button has none on a call. Change the phrase that belongs to the channel you are fixing.

**Keyfax supplies wording for all of these.** If a change turns out worse, the supplied wording can be restored — you are never left having to invent a replacement.

**Test the change aloud.** Phrasing is the area where reading on screen and hearing on a call differ most. See [Test Voice](/testing/test-voice.md).