How do I configure an AI Receptionist effectively?

Last updated: November 5, 2026

Use these best practices to configure an AI Receptionist that handles calls clearly, routes correctly, uses approved actions, and captures useful reporting data.

Before you start

  • Define which call types the receptionist should handle, route, or escalate.

  • Prepare agent instructions, tools, knowledge sources, and data parsing fields together.

  • Plan to test in both agent chat and preview calls.

Steps

  1. Define the receptionist's scope and call handling goals.

  2. Set the call flow and core agent instructions.

  3. Add a dedicated begin message in the correct field.

  4. Write structured instructions for identity, objectives, workflows, intent handling, guardrails, fallback logic, escalation, and call ending.

  5. Enable tools and describe when the receptionist should use them.

  6. Connect a knowledge base and add rules that require approved knowledge for factual answers.

  7. Set up data parsing fields for reporting, such as intent, outcome, issue type, or escalation reason.

  8. Configure voice and interaction settings, including language mode, transcription mode, voice, responsiveness, interruption sensitivity, voicemail behavior, and pronunciation settings.

  9. Test common call types, edge cases, and failures.

  10. Review parsed data and reporting output, then refine the setup.

Tips

  • Start with clear call flows before enabling advanced features.

  • Keep tool setup and agent instructions aligned.

  • Use explicit tool instructions with trigger conditions and required inputs.

  • Standardize caller intake questions for each workflow.

  • Use enums in parsed data for cleaner reporting.

  • Test real call scenarios before launch.

Troubleshooting

  • If the receptionist handles too many call types, narrow the scope.

  • If calls route incorrectly, update intake questions, call flows, and escalation rules.

  • If the receptionist guesses, strengthen knowledge usage rules.

  • If tools trigger at the wrong time, clarify tool trigger conditions and required confirmations.

  • If reports are unclear, simplify parsed fields and standardize values.

  • If the voice experience feels wrong, tune speech-to-text, voice, responsiveness, and interruption settings.