Once your shop has a receptionist number, the Phone calls card in Settings → AI receptionist has a few more settings for how the AI handles a call. Getting the number and forwarding your calls is covered in Setting up the AI receptionist for chat and calls.
Change any of the settings below, then click Save phone settings.
Transfer to a person
Type one person's direct cell or desk number in Transfer to a person.
- During business hours, when a caller asks for a person, the AI rings this number for 20 seconds.
- Whoever answers hears who's calling and presses 1 to take the call.
- If nobody picks up or presses 1, the AI takes a message instead.
A few rules:
- US and Canadian numbers only.
- Use one person's direct line, not your shop's main number. Your main number forwards to the AI, so it would loop.
- Calls are only transferred during business hours. If you haven't set hours, the card warns you, with a Set hours link to your booking settings.
- Transferred minutes count toward your monthly minutes.
- Leave the box empty and the AI always takes a message.
Taking a message
When a call can't be transferred, the AI asks what the caller would like to tell the team. Their message leads the call's summary on the Calls page and is saved with the lead, so whoever calls back knows why they called.
Opening line
Callers always hear the AI notice first. It says the AI is your shop's automated assistant and that the call is transcribed and processed by AI service providers. The card shows the notice word for word, and you can't change it.
Your Opening line is said right after it, for example "Ask me about prices or open times. How can I help?". The AI introduces itself with your after-hours name.
Voice
Pick the voice the AI speaks with from the Voice list.
Offer Spanish
Turn on Offer Spanish and, after the English notice, callers hear "Para español, diga español." If they say it, they hear the same notice in Spanish and the AI talks with them in Spanish. Call summaries stay in English and say the call was in Spanish.
Alerts for your team
Each call the AI answers sends a push notification and an email saying a callback is needed. They go to the same team members who get your new-lead alerts, and follow the same notification setting.
Related
- Setting up the AI receptionist for chat and calls
- Teaching the AI receptionist: instructions, sources and ratings
Frequently asked questions
Q: Can the AI transfer callers to our main shop number?
A: No. Use one person's direct cell or desk line. Your main number forwards unanswered calls to the AI, so transferring back to it wouldn't reach anyone.
Q: What happens if nobody answers the transfer?
A: The AI rings the number for 20 seconds. If nobody picks up or presses 1, it takes a message, which shows on the Calls page and with the lead.
Q: Can I change what the AI says at the start of a call?
A: You can set the Opening line that comes after the AI notice. The notice itself always plays first and can't be changed.
Q: Will the call summary be in Spanish?
A: No. When a caller picks Spanish, the AI talks with them in Spanish, but the call summary stays in English and says the call was in Spanish.