You can start onboarding anytime by expanding the AI Receptionist Flow menu and selecting AI Receptionist Onboarding.
Step 1: Set Up Your Business Info
This step establishes how Abby represents your business to callers.
You'll be prompted to enter:
Hours of Operation
Select 24/7, or set custom hours by day.
Company Name, Phone Number, and Website
Address & Directions
Optionally add spoken directions (for example, “down the street from the corner store”).
You can choose not to provide your address at all.
About Your Business
Write this in first person so Abby speaks naturally.
Keep it simple and conversational.
Step 2: Add FAQs
FAQs are Abby’s knowledge base. She uses them to answer common questions instantly during calls.
You can:
Add FAQs manually
Start with Suggested FAQs and edit them to fit your business
There’s no limit to how many FAQs you can add.
The more you include, the more helpful Abby becomes.
You can access this under Account → FAQs.
Suggested FAQs
You’ll see examples for pricing, services, and service areas. Edit these with responses tailored to your business.
Creating Your Own FAQs
You can add an unlimited number of FAQs. If there are multiple ways a caller might ask the same question, you can combine them into a single FAQ. For example:
“What is your address? Where are you located?”
“How much is a consultation? Do you offer free consultations?”
The AI Receptionist is good at understanding context, so you don’t need to create every possible variation—just cover the main ways callers might ask.
Tips for FAQ answers
Write how you’d say it out loud
Use “we” language
Spell out numbers and prices
Instead of “$1500”
✅ Say:
“Fifteen hundred dollars.”
Step 3: Set Up Contacts
Contacts are the people Abby can message, transfer to, or schedule for.
You can find this under Account → Contacts.
Primary Contact Notice
If your primary contact is missing a phone number, you’ll see an alert. Add a number to complete setup.
Editing a Contact
Inside a contact, you’ll find two sections:
Detail
Update name, phone, and email
Manage message notifications
Email notifications are enabled by default
You can add text notifications by clicking Add phone for receiving messages by text
Contact Handling
Add additional phone numbers Abby can use for transfers
Transfer type (warm vs blind) is managed outside onboarding, in the Contacts menu
You can add as many contacts as needed.
Step 4: Call Handling
This page controls how Abby handles different types of callers.
Greeting
Edit how Abby answers every call.
Call Types
Having different call types allows you to customize how the AI will handle calls based on scenario. Default call types include:
New Client
Existing Client
Solicitors
Call for a Specific Person
All Else / Other
Each call type includes:
What should Abby ask?
Select the information you want Abby to collect
What should Abby do?
Choose actions like sending a message, transferring, or scheduling
This is a simplified setup designed for speed and clarity.
Advanced Settings (After Onboarding)
Some options are only available in the Advanced Setup (diagram), including:
Say Scripts
Dropdown questions
Native integrations
If a call type uses advanced features, you’ll see a notice linking you to the diagram.
Step 5: Go Live (Forward Calls)
Choose how you want to go live:
Use Abby Number as Business Number
Forward from Existing Number
If forwarding:
View your Abby number
Select your phone carrier to see forwarding instructions
Enter the number you’re forwarding from
Run a test call to confirm success
Once complete, finish onboarding.
You’ll be redirected to the Call Handling menu, where you can also access Advanced Setup for deeper customization.
