Call type prompts help your AI Receptionist determine which call type a caller belongs to.

Each call type includes a written description that teaches Abby how to recognize that type of caller. Abby uses these prompts during conversations to classify calls and trigger the correct questions and actions.

Clear prompts improve call routing and help ensure callers are handled appropriately.

Call type prompts are configured in the call configuration menus for your AI receptionist.

When a caller speaks with Abby, the AI analyzes the conversation and determines which call type best matches the situation.

The prompt inside each call type explains:

If a caller does not clearly match any defined category, Abby will use the All Else / Other call type.

If your AI setup only uses the default call types, prompts can usually remain simple.

Default call types include:

These categories rarely overlap, so shorter prompts are often sufficient.

Example:

New Client

Caller is a new potential customer contacting our business for the first time. The caller may be asking about services, pricing, or scheduling an appointment. If the caller already works with our company or is calling about an existing service, use the "Existing Client" call type.

If your setup includes multiple similar call types, more detailed prompts are recommended.

Detailed prompts help Abby understand:

This is especially helpful when separating categories such as:

Example:

New Client – Residential

Caller is a new customer contacting us for the first time about residential services. These callers are homeowners or residents requesting service for a house or residential property. You should confirm the caller has not previously worked with our company and that the service location is residential. If the caller is calling about a commercial building or business property, use the "New Client – Commercial" call type instead.

When call types are similar, it can be helpful to explain what does not belong in the category.

This helps Abby avoid misclassifying calls when situations overlap.

Example:

Caller is a new residential customer requesting service for a home. The caller has not previously worked with our company. If the caller represents a business or commercial property, use the "New Client – Commercial" call type instead.

Some call types benefit from additional clarification.

For example, Solicitors sometimes use language that sounds similar to legitimate customer calls.

In these cases, a more detailed prompt can help Abby recognize the difference.

Example:

Solicitor

Caller is attempting to sell a product or service to our business, request advertising opportunities, offer partnerships, or promote marketing services. These callers are not customers and are not requesting services from us. If the caller is asking about becoming a customer or scheduling service, use the appropriate client call type instead.

Many prompts work well using the following structure:

1. Describe the caller

Caller is [type of caller or situation].

2. Clarify key details

You should confirm [important qualifying information].

3. Explain exclusions (optional)

If [different situation], use [other call type].

Caller is a new residential customer contacting us for service for the first time. You should confirm the caller has not previously used our services and that the service location is a residential property. If the caller is requesting service for a business or commercial property, use the "New Client – Commercial" call type instead.

Be clear about who the caller is
Describe the situation Abby should recognize.

Add detail when call types overlap
More detailed prompts can improve classification accuracy when categories are similar.

Clarify exclusions when needed
Explain when a different call type should be used.

Review prompts if calls are misclassified
Adjust wording if Abby consistently selects the wrong category.

Home Services – New Client

Caller is a new residential customer looking for service. You must confirm the caller is requesting a residential job and not a commercial one. Only use this call type if the caller has never used our services before. If the caller is a commercial customer, use “New Client – Commercial.”

Law Firm – New Client

Caller is a new potential client seeking help with family law. You must confirm the case involves divorce or child custody. If the caller has an existing case or already works with an attorney here, use “Existing Client.”

HVAC – Maintenance Request

Caller is a homeowner needing air conditioning repair or maintenance. You must confirm the service is for a residential property. If the caller represents a business, use “Commercial Service Request.”

Accounting or Medical Office – Billing Inquiry

Caller is requesting help with an invoice, payment, or account balance. You must confirm the caller is referring to their own account and not someone else’s. If the caller wants to schedule an appointment or service, use the related call type instead.

Legal or Government – Judge or Court Clerk

Caller is a judge, court clerk, or legal representative calling about an active case. You must confirm the caller identifies themselves as a court official or attorney of record. If the caller is a client or prospective client, use the corresponding client call type.

Salon or Wellness Center – Appointment Cancellation

Caller is canceling a previously scheduled appointment or existing appointment. You must confirm the caller is not attempting to reschedule the appointment. If the caller wants to reschedule instead, use the “Appointment Reschedule” call type.

Real Estate – Property Inquiry

Caller is interested in buying or selling a property listed with our agency. You must confirm which property they’re referencing or what kind of property they’re looking for. If the caller already works with an agent, use the “Existing Client” call type.