Start with the conversation, not the voice
List the reasons people contact your business. Separate office information, service enquiries, appointments and requests that require a person. Agree what the receptionist can answer and what it should escalate.
Prepare an approved knowledge set
Provide current opening hours, service areas, brochures and FAQs. Name the person responsible for reviewing changes. A useful knowledge base is not a folder of conflicting historical documents.
Define the handoff
Specify the details needed for a callback or appointment. Identify the responsible team and the next action. Clarify whether an appointment is a request or a confirmed booking from a connected calendar.
Test the uncertain cases
Include unavailable services, out-of-area requests, misunderstood speech and questions that have no approved answer. A safe receptionist should be able to take a message or transfer rather than guess.
Review outcomes
Inspect saved enquiries and check whether staff received enough context. Use reviewed repeated questions to improve the knowledge base. Confirm which recording, consent and retention practices apply before public use.
Source basis: Reception AI brochure, pages 3, 5–8. Product descriptions are subject to current release and connected-service availability.