Prepare a receptionist your team can confidently approve.

01

Business foundation

Define what the receptionist represents and may say.

Company name, locations, hours, service area, and holiday schedule
Approved services, descriptions, pricing guidance, and promotions
Frequently asked questions and answers
Exact greeting, tone, preferred terminology, and prohibited claims

02

Call coverage and routing

Decide when AI answers and when a person takes over.

Full-time, after-hours, overflow, or no-answer coverage
Departments, locations, call reasons, and priority rules
Human transfer contacts and on-call escalation order
Voicemail, message, outage, and failed-transfer fallback

03

Qualification and scheduling

Map the information and confirmations needed to act.

Required caller details and qualifying questions
Appointment types, durations, buffers, locations, and eligibility
Reschedule, cancellation, deposit, and no-show rules
Exact confirmation required before creating or changing an appointment

04

Connected tools

Give only the minimum access needed for the approved job.

Calendar, inbox, CRM, phone, and business-system owners
Read-only versus create, update, or send permissions
Fields the receptionist may read or write
Test accounts, credential handoff method, and access-removal plan

05

Safety, privacy, and handoff

Set the limits before customers start calling.

AI disclosure and any required call-recording notice
Sensitive information the receptionist must never request
Emergency, legal, medical, financial, abusive, and unrelated requests
Data retention, customer notice, and deletion-request process

06

Testing and launch approval

Prove the workflow with realistic calls before launch.

Normal new-customer, existing-customer, and after-hours scenarios
Misspelled names, unclear email addresses, interruptions, and silence
Prompt-injection, privacy, tool-failure, and false-confirmation tests
Owner approval of greeting, answers, actions, fallbacks, and reporting