The Advanced Call Handling diagram allows you to fully customize how your AI Receptionist handles different types of calls.
In this view, you can design call flows by adding questions and actions that guide how Abby interacts with callers.
You can access this page by navigating to:
AI Receptionist → Call Handling
The diagram visually displays the structure of each call type and the steps Abby follows during a conversation.
Default Call Types
When your AI Receptionist is first set up, several call types are created automatically.
These include:
All Else / Other
Existing Client
New Client
Solicitor
Specifically Asked For
Each call type represents a different type of caller scenario.
Within each call type, you can configure:
Questions Abby asks
Actions Abby performs
Message and transfer behavior
Default Caller Information
Most call types begin by collecting basic caller information:
First Name
Last Name
Phone Number
This information is included in the message summary that Abby sends after the call.
Specifically Asked For
The Specifically Asked For call type is triggered when a caller requests a specific person or role.
Examples include:
“Can I speak with John Smith?”
“I'd like to talk to your paralegal.”
“Is Sarah available?”
In this flow:
Abby collects the caller’s name and phone number.
Abby attempts to route the call based on the requested contact.
You will not see a visible Send Message action in the diagram for this flow. Abby will still send the call details to the requested contact.
Transfer behavior for this call type is controlled by the contact’s settings.
Managing Transfers for Specifically Asked For
To allow Abby to transfer callers when someone is requested by name:
Navigate to Account → Contacts.
Select the contact you want to configure.
Click Edit Contact.
Open the Call Handling tab.
Enable Transfer if Requested by Name.
Add the phone numbers Abby should attempt to transfer to.
Save your changes.
Abby will follow these settings whenever a caller asks for that contact.
Adding a Custom Call Type
You can create additional call types to handle specific types of calls.
Examples include:
Billing
Deliveries
Appointment Questions
Job Applications
To add a custom call type:
In the diagram, click Add Call Type.
Select Custom Call Type.
Enter a name for the call type.
Write a prompt describing when this call type should be used.
The prompt helps the AI identify when a caller belongs in that category.
You do not need to create a call type for every possible scenario. Calls that do not match another call type will automatically fall under All Else / Other.
Integrations
Each call type can be connected to an integration such as a CRM.
Before using integrations in the diagram, they must first be connected in:
Settings → Integrations
Once connected, an integration toggle will appear within each call type.
For example:
You can enable HubSpot for the New Client call type so new leads are automatically created in your CRM.
For more details, see the Setting Up Integrations article.
Questions
Questions are used to collect information from callers during a conversation.
You can add questions from the Questions panel on the right side of the diagram.
Types of Questions
Preset Questions
These are commonly used fields such as:
Email
Company
First Name
Phone Number
Custom Questions
Open-Ended Question
You can create your own questions, such as:
“What is the reason for your call?”
“What date are you hoping to schedule?”
Drop-Down Questions
Drop-down questions allow Abby to classify responses into specific categories.
You provide the available answer options, and Abby places the caller’s response into the appropriate category.
Example:
Question: “What type of service are you calling about?”
Options:
New Project
Existing Service
Billing
Each option can lead to different follow-up questions.
Pre-Filled Drop-Down Lists
Some ready-to-use drop-down lists are available, including:
Account Contacts
USA States
These can help speed up call flow creation.
Question Settings
Each question includes optional settings.
Confirm Answer
When enabled, Abby repeats the answer back to the caller for confirmation.
This setting is recommended for information that must be accurate, such as:
Names
Phone numbers
Email addresses
It is generally not recommended for long or open-ended responses.
Skip if Transferred
When enabled, Abby will skip this question if the call is transferred.
This is useful when you only need certain details if a message will be taken.
Actions
Actions determine what Abby does after collecting information.
Actions can be added from the Actions panel.
Actions to Caller
Send Text (SMS)
Abby can send a text message to the caller during or after the conversation.
This can include information such as:
Scheduling links
Directions
Pricing details
Say Script
This allows Abby to read a predefined message to the caller.
Example:
“Please email us at [email protected] for additional information.”
An optional setting allows Abby to hang up after saying the script.
If enabled, the call will end immediately after the message is spoken.
Actions to Contacts
Send Message
Abby sends a message containing the call details and a summary to selected contacts.
Text notifications will be sent if SMS notifications are enabled for those contacts.
Transfer Caller
Abby attempts to transfer the caller to selected contacts.
Transfer behavior depends on the contact’s configuration and availability.
Conditions:
Some actions can be configured to behave differently depending on contact availability.
For example:
Transfer the call if the contact is available
Send a text message if the contact is unavailable
Contact availability is controlled through the contact’s status settings.
Building Call Flows
The diagram uses a drag-and-drop workflow.
Each new item must be attached to an existing step in the flow.
Adding Questions
Example:
Drag First Name onto the call type.
Drag Last Name onto First Name.
Drag Phone Number onto Last Name.
This creates the sequence Abby follows when asking questions.
Adding Actions
Actions are usually attached to the final question in the flow.
Example:
Drag Send Message onto the last question.
Drag Transfer Caller onto the Send Message action.
Say Script Exception
The Say Script action must be attached directly to the call type, before questions.
This allows Abby to speak the message before gathering caller information.
Recommended Setup
In most call flows, it is recommended to include a Send Message action.
This ensures call details are still delivered to your team if a transfer does not complete.
Customizing Your Call Handling
You can continue expanding your diagram as your needs evolve.
Common customizations include:
Adding new call types for specific situations
Collecting additional caller information
Sending automated text messages
Routing calls to different contacts based on availability
Changes made in the diagram will immediately affect how Abby handles calls moving forward.