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Answer every routine call with a clear next step.

Give callers quick answers from approved information, capture the details your team needs and prepare a human handover when the request needs more care. Begin with overflow or after-hours calls.

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How it works

  1. Build

    Prepare your opening hours, services, caller details and transfer rules. Name the person who keeps reception information current.

  2. Test

    Try a service enquiry, a changed callback number, an unavailable colleague and a caller asking for a person.

  3. Deploy

    Test the agreed forwarding or phone connection, then begin with one answering window and a working callback route.

  4. Monitor

    Review missing details, transfer results and callback ownership with the team that receives the enquiries.

Start with the calls your front desk receives.

A caller may ask about trading hours, request a job or need the right person. Collect the service area, callback details and preferred time so the receiving team can follow up without asking the caller to start again.

  • Enquiry type, suburb or postcode where relevant
  • Name, callback number and preferred time
  • Answers from your approved service information

Make the handoff practical for your team.

Agree which calls can stay with AI, which need a transfer and who owns callbacks. Test what the caller hears when the receiving person is busy or the business is closed.

  • Transfer destinations and working hours
  • A callback route for unanswered transfers
  • A clear response to urgent or unsupported requests

Confirm the phone and record setup.

Review your existing business number, carrier and forwarding options. Agree how reception notes will reach your team; a CRM connection needs mapped fields, access and a tested delivery result.

  • Existing number and carrier routing requirements
  • Minimum fields and the follow-up owner
  • Connection errors and a fallback that the team can use

Measure the usefulness of each reception record.

Review a sample of calls with your front-desk team. Count complete enquiry records, missing callback details, successful transfers and requests still waiting for an owner. Agree how each measure is calculated before the pilot.

  • Review routine enquiries and caller corrections
  • Check whether the next person received usable context
  • Compare results with your current reception process

Try one reception task with your team.

Explore the illustrated workflow, then bring your opening hours, common enquiries and existing phone arrangements to a pilot discussion. Choose one answering window, confirm the fallback and agree when your team will review the results.

    Illustrative workflow

    Hi, I would like to arrange a service visit next week.

    What service do you need, and which area would the visit be in? I can take your preferred time and callback details.

    Service enquiry and preferred timing captured · Callback requested

    Questions before

    Can I keep my existing business number?

    It depends on your carrier and routing options. Review forwarding or number arrangements with the team, then test both incoming calls and the route back to your staff before making a change.

    Can the receptionist confirm a booking?

    A booking request can be collected. A confirmed appointment requires a supported calendar connection that accepts the booking; if that action is unavailable or fails, the caller should receive a clear request or callback status.

    What happens when nobody can take a transfer?

    Agree the fallback during setup. It can include taking the reason for the call and a preferred callback time for a named team, with an explanation of what will happen next.

    What should be included in a reception quote?

    Ask for the expected monthly call volume and duration, phone or carrier charges, setup and any CRM connection work. Confirm included usage, additional usage, transfer costs and ongoing support in the itemised quote.

    What should we bring to a pilot discussion?

    Bring your common enquiries, opening hours, current carrier, transfer destinations and the details your team needs for follow-up. Review the illustrated workflow and choose one reception task to review together.

    Put this idea into practice.

    AI inbound callingHear sample callsPlan a pilot

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