In the AI Receptionist menu, navigate to the Call Handling section. Here, you’ll see a diagram that shows different call types along with fields like First Name, Last Name, and Phone Number.
Default Call Flows
The AI comes with five default call types:
All Else/Other
Existing Client
New Client
Solicitor
Specifically Asked For
The Specifically Asked For flow handles callers requesting a specific person or title (like sales representative or paralegal). The first four flows include a Send Message action at the bottom, meaning the AI will send call details to the assigned contact(s) after the call. The Specifically Asked For flow does not have a visible action, since this is handled separately—the AI will always send a message for this flow, but transfer behavior is determined in each contact’s Call Handling menu.
Adding a Custom Call Type
To add a new call type:
Click Add Call Type on the right side of the diagram.
Select Custom Call Type.
Enter the call type name (e.g., Billing, Deliveries, Cancellations).
Below this, define which calls belong to this type. You’ll need to write a prompt to help the AI recognize when a caller fits this category. See Writing Effective Call Flow Prompts for guidance.
You don’t need to create every possible scenario, only ones that you want specific questions/actions for. The AI will use All Else/Other for any calls that don’t fit a custom type.
Questions
On the right side of the diagram, you’ll see the Questions tab:
Common Questions: Preset options like Email and Company.
Custom Questions: Add additional fields that don’t fit the presets, such as:
Open-Ended Question: Estimated Budget, Preferred Date and Time
Drop-down Question: Limited answers (e.g., Yes/No, case types). You’ll need to provide options and descriptions, so the AI knows which option is correct. Typically, you can simply enter "The caller says ___." for the description.
Below these, you’ll find Pre-Filled Dropdowns:
Account Contacts: Useful for “Who were you looking to speak with?”
USA States: Useful for service areas or delivery locations.
Actions
Next to Questions is the Actions tab, split into:
Actions to Caller: Send Text (SMS), Say Script
Actions to Contacts: Send Message, Transfer Caller
Conditions: Status
Definitions:
Send Text (SMS): Sends a text to the caller with info like pricing sheets, scheduling links, website links, or a simple follow-up message.
Say Script: AI reads a script to the caller before asking questions. Example: “Please email us at [email] to request a quote.”
Send Message: Sends call details to assigned contacts after the call. Text notifications will also be sent if enabled.
Transfer Caller: Transfers the caller to assigned contacts.
Status: Assigns different actions based on the contact's availability (transfer if available, text the caller if not).
Drag-and-Drop Workflow
Questions and actions must be dragged and dropped into the flow:
With a question dragged under your cursor, hovering over a field will highlight it in yellow. The new question or action will be inserted directly after that field.
Example for ordering questions:
Drag First Name onto the call type → drop.
Drag Last Name onto First Name → drop.
Drag Phone Number onto Last Name → drop.
Actions:
Except for Say Script, actions are attached to the last element of the flow—this can be a question or another action.
Say Script must be dragged onto the call type itself, not after a question.
Example: To attach both Send Message and Transfer Caller:
Drag Send Message onto the last question (e.g., Phone Number).
Drag Transfer Caller onto Send Message.
Tip: Always include a Send Message action, even if a transfer exists. This ensures you receive call details if a transfer cannot be completed (after hours or unavailable).
Confirmation
If confirmation is enabled on a field, the AI will read and spell back the caller’s response to ensure it’s correct.
The Phone Number field is always confirmed by default. To enable confirmation for other fields, click the field, select Edit, and set Confirm Answer to Yes.
Note: Confirmation works best for short answers, like medication names or cities. Avoid using it for longer or open-ended questions, such as Estimated Timeline or How soon are you looking to start?, as this may produce unnecessary spelling feedback.
Special Use Cases
Hanging up on solicitors or unwanted calls: Remove all questions from the flow, drag a Say Script action, enter a message like “We are not interested,” and check Hang up after saying. The AI will read your script, then end with “Thank you for calling, have a great day!”
You can use this method to redirect callers or provide instructions without gathering additional info (e.g., “Please email us for a quote”).
Congrats! Your call flows, questions, and actions are all set. You’re ready to test your AI Receptionist and forward your line whenever you’re ready to go live!