AI Features

The receptionist runs on OpenAI's Realtime API, so it listens and speaks at the same time rather than waiting for a caller to finish. This page covers what it does on a call and which behaviours you control.

Four switches control this, and they live in Reconfigure business, on the review step at the end of the wizard: Call Recording, Spam Filtering, Call Summaries and Caller Recognition. That page is admin only. Multi-Language Support sits a few steps earlier, on the business profile.

Transcripts, FAQ answers and intent detection are always on.

Conversation#

The AI speaks rather than reads. It pauses where a person would, acknowledges what it heard ("I see", "let me check that for you"), keeps track of what was said earlier in the same call, and stops talking when the caller interrupts it.

It is told never to open a turn with a silent lookup. If it needs to check something, it says so first, because silence on a phone line is the clearest sign a caller is talking to a machine.

Languages#

The receptionist converses in 58 languages and switches the moment the caller does. Detection is automatic, so nobody has to press a key or ask.

Dates and times are normalised before they reach the calendar, which is why "le 13 avril à 15h" books the same slot as "April 13th at 3pm".

Turn this off with Multi-Language Support if you want every call handled in your primary language.

Booking appointments#

Availability#

The AI reads real availability rather than a static list. It checks the connected calendar (Google or Outlook), respects each staff member's existing events, and only offers times when somebody who can perform the service is free. Two callers cannot take the same slot.

Choosing a service#

The AI works through your configured services with the caller, describing what you offer and quoting duration and price where you have set them.

Intake questions#

Each service can carry its own questions, asked while the booking is being made:

• "Is this your first visit?"
• "Do you have insurance?"
• "What is the reason for your visit?"

Answers are stored on the appointment and appear on the call record, so whoever takes the appointment sees them before the customer arrives.

Confirmations#

Once a booking is made the AI texts the customer the date, time and location, and emails the same details if an email address was given.

Handling the call#

Routing#

The AI decides where a call should go from what the caller asks for, the time of day, and whether you are open. See Call routing for the phone menus and department rules that sit alongside this.

Transferring to a person#

When a caller needs somebody on your team, the AI transfers to the fallback number on that location, tells the caller why it is transferring, and passes on what it has learned so far.

A caller reaches a person three ways: by asking for one, by pressing 0, which is reserved on every call and in every menu, or because the AI judged it could not help. The request rings everybody signed in to the dashboard, and their browsers ring with the caller's number. If nobody answers, the call falls back to your main line, and then back to the AI rather than being dropped.

Taking a call off the AI#

You do not have to wait to be asked. Live calls sit at the top of the Calls page while they run, and Take over puts you on the line in place of the receptionist. Give to AI hands it back, with everything said so far. The Dialer does the same in the other direction for calls you place yourself.

After hours#

Outside your business hours the AI still answers. It books into the next available slot, answers questions about the business, takes a message, or transfers an emergency to the number you nominated.

Spam#

Spam Filtering identifies robocalls and drops them before they reach anyone. It is on by default.

What you get afterwards#

Transcripts#

Every call is transcribed in full, with each turn attributed to the AI or the caller and timestamped. When the call was also recorded, the transcript follows the audio as you play it back.

Summaries#

The AI writes a short summary of each call: what the caller wanted, what was done about it, and whether anything still needs a person. Controlled by Call Summaries.

Recordings#

Call Recording is off until you turn it on, and turning it on requires a disclosure line that the AI reads to the caller. Recording law varies by jurisdiction, so set the disclosure to something your own counsel is happy with.

Returning callers#

With Caller Recognition on, the AI is handed what is already known about a number before it answers: the contact record, past appointments, previous calls. It greets a returning caller by name and can open with the reason they probably called, rather than asking them to explain themselves again.

Nothing is looked up mid-greeting. The context is fetched before the call connects, so there is no pause.

FAQs#

The AI answers questions about the business from what you have configured: hours, address and directions, the services you offer, and prices where you have entered them. You can add your own question and answer pairs during setup, and the AI will use them verbatim rather than improvising.

Getting better results#

The AI answers from what you have given it, so the setup is what determines the quality:

1. Fill in every service. A service with no duration cannot be scheduled accurately, and one with no price makes the AI hedge when a caller asks what something costs.
2. Keep your hours current. Holiday hours that were never updated are the most common cause of a booking nobody can honour.
3. Write the intake questions you actually ask. Anything you would ask at the desk is worth asking on the call.
4. Read a few transcripts each week. They show you the questions callers ask that your FAQ does not answer yet.