This setting determines when a receptionist creates a message record, which affects both reporting visibility and minute usage.
Note: This setting applies only to Human Receptionist service.
AI Receptionist message behavior is controlled directly in your AI Call Handling configuration.
Available Message Generation Options
Your account can be configured in one of the following ways:
Message on All Calls
A message is created for every answered call, including:
Live conversations
Hang-ups
Recordings
Short or incomplete calls
This ensures every answered call results in a documented message record.
Best for:
Businesses that want a complete written record of all answered calls
Teams that reconcile minute usage against message logs
Message on Live Calls
A message is created whenever the receptionist speaks directly with a caller — even if:
The call is transferred
The caller is fully assisted during the call
This excludes pure recordings or immediate hang-ups.
Best for:
Businesses that want documentation of real interactions
Teams that want visibility without logging abandoned calls
Message When Action Is Required (Default Behavior)
A message is created only when:
A caller is not transferred
A caller is not scheduled
A call requires follow-up
The receptionist is unable to fully resolve the caller’s request during the call
This option generates the lowest message volume.
Best for:
Businesses that only need documentation for follow-up
Teams that prefer minimal message traffic
Why This May Increase Minute Usage
For Human Receptionist service, creating a message requires the receptionist to manually document the call.
When your account is set to generate a message for every answered call, the receptionist must:
Confirm caller details
Enter contact information
Write a summary of the interaction
Save and send the message
This documentation time is included in your billable receptionist minutes.
Accounts set to Message on All Calls will typically use more minutes because a message is created and documented for every answered call — including hang-ups or short interactions.
How to Change Your Setting
Message generation settings are configured at the account level and must be updated by Client Support.
To request a change, contact:
Our team will confirm your preference and update your account accordingly.
Important Notes
This setting applies only to Human Receptionist service.
AI Receptionist messages are controlled within your AI Call Handling setup.
Changing this setting may affect reporting volume and minute usage.
Message notification recipients are managed separately under Message & Voicemail Notifications.