Whether you use a Live Receptionist or the AI Receptionist, Abby follows the rules you’ve configured to decide:
Who to transfer
When to transfer
When to take a message
When to send a text
When to schedule
When to route to voicemail
Everything starts with your call handling setup.
How Abby Decides What To Do With a Call
When a call comes in, Abby follows this order:
Identify the call type
Review the actions configured for that call type
Check contact availability (if transfers are involved)
Execute the configured actions in order
Each call type has its own logic.
Example call types:
Sales
Support
Billing
Existing Client
New Client
Solicitor
Each of those can have completely different routing behavior.
Transfers
If a call type includes a Transfer action:
Abby attempts to transfer the caller to the contact(s) assigned.
If multiple numbers are listed, they are attempted in order.
Availability status determines whether Abby attempts the transfer.
If a contact is marked unavailable:
Abby skips transfer attempts for that contact.
What happens next depends on the remaining configured actions (message, voicemail, text, etc.).
Transfer types:
Supervised (warm) transfer
Blind transfer
Messages
A message is only sent if the call type includes a Send Message (To Contact) action (AI) or if your live receptionist instructions specify that a message should be taken.
Messages are not automatic simply because someone is unavailable.
If configured, messages are sent to the contact(s) assigned under that call type.
Delivery method (email, SMS, or both) is controlled in Message Notifications.
Voicemail
If a call type includes a voicemail action:
Abby routes the caller to voicemail.
You receive voicemail notifications based on your notification settings.
Learn to set these up with Voicemail Handling.
Texting Callers
Some call types may include a Send Text (To Caller) action.
In this case:
Abby sends a text message directly to the caller.
No internal team message is required unless configured separately.
Scheduling
If a call type includes a Schedule action:
Abby books an appointment using your connected calendar system.
Availability is checked in real time.
Confirmation details are sent based on your scheduling setup.
Contact Availability & Status
Availability impacts transfer behavior only.
Statuses determine:
Whether Abby attempts transfers
Whether transfer attempts are skipped
Statuses do not automatically trigger messages.
What happens after a skipped transfer depends on the configured actions for that call type.
Learn more about Statuses:
Differences Between AI & Live Receptionist Routing
Live Receptionist:
Follows written call handling instructions.
Can make judgment calls within your defined rules.
Can adjust conversationally in real time.
AI Receptionist:
Follows structured call type logic.
Executes configured actions exactly as set.
Applies availability and routing rules automatically.
Both follow your configured routing structure.
Best Practices
Review call types quarterly to ensure assignments are current.
Keep contact availability up to date.
Test routing after making major changes.
Confirm backup contacts are assigned where appropriate.