Once your service is active, your receptionist will be on hand to answer calls and texts 24/7. Your receptionist is multi-lingual and can communicate in a dozen different languages. Look at the member dashboard settings documentation for a list of languages spoken by your receptionist. 

 

Your receptionist is smart and has a very good memory. They will answer all inbound calls and text messages and interact with your callers. They will always start with a custom welcome greeting (you can update this greeting in the member dashboard). They are also good at keeping track of customer communications. If a customer has called or texted before, they will remember what was discussed and respond accordingly providing context to the discussion. 

​

Your smart receptionist can perform the following tasks as part of answering inbound calls and text messages:

​

1. Answer frequently answered questions: 

All the information that you enter in the “Business Information” section in your member dashboard is memorised by your receptionist. They use this information to answer questions from the callers and guide them accordingly. It is important that you complete this section so your smart receptionist can serve your clients.  If you entered your company website during the sign-up process, your receptionist will access your site and summarise all the information for use in this section. It is still a good idea to review this section and make sure the information is accurate and up-to-date. If you are unsure how to complete this section, follow the instructions given in the member dashboard. 

​

2. Qualify leads and book jobs / appointments

Your smart receptionist can qualify leads and book jobs/appointments for you. All the jobs are booked in a Google calendar that is created for you. You have full access to the calendar and you can sync this calendar with any calendar program that you use (Outlook, Apple Calendar, etc).  In order for your smart receptionist to accept job bookings, you need to register for appointment bookings. In order to register, simply call your smart receptionist from your registered phone and inform them that you want to start taking job bookings.  They will ask you a set of questions and configure the service for you.

​

Your smart receptionist supports location-aware apointment bookings. This is especially useful for tradies who go from one job to another. Your smart receptionist will take into account the travel time between jobs so that you have enough time to go from one job to the next.

​

3. Send SMS messages to callers

Your smart receptionist can send SMS messages to your callers. For example, after a job is booked, they can send a confirmation SMS with the booking details. Check "Member Settings" for more details on how to use this feature.

​

4. Call escalation

Your smart receptionist can escalate the call to a human when they are not able to resolve a customer query. We support three different call forwarding options - forward calls if the caller asks, only forward urgent calls, do not forward any calls. You can configure your call forwarding rules based on your schedule. For example, you can set your forwarding rule to, "forward urgent calls" from Monday to Friday from 8am to 5pm and "do not forward any call" all other time. We offer a very easy to use flexible configuration to set your call forwarding rules. Depending on what setting is active at the time of the call, your receptionist will decide whether to transfer the call to you or not. By default, calls will be escalated to your registered mobile. However, you can change the call forwarding number to any other valid phone number. You can also specify rules that the receptionist will follow to transfer calls. For example, if you have multiple stores, you can transfer calls to the different stores based on the callers location, time of the day, etc (check Member settings - for more details on this).

​

5. Email/SMS confirmations

For every single call or text conversation, your receptionist will send you an SMS notification. If the receptionist handled the call, they will send you an SMS with call insights such as - caller name, caller number, reason for call and a link to the call recording. For calls where the callers did not leave any message, you will receive a single SMS at the end of the day with all the phone numbers included in it. 

 

6. Take instructions

Your receptionist is also skilled at taking instructions from you. To give instructions simply call or text your receptionist from your registered mobile phone. Check out the “Hot tips” section on the things that you can ask your receptionist to do when answering calls and texts.