Tell your receptionist how to handle
the situations your callers bring
A new inquiry, an urgent request, and a returning customer's question need different handling. Playbooks give your AI receptionist a clear situation to recognize and a result to work toward.
Your situations. Your instructions. Clear reception outcomes.
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When: a caller asks about a new service
Goal: understand the request and offer the right next step
Collect: name, contact details, service needed, and urgency
Outcome: take a message, transfer, or use a connected booking tool
Describe the caller situation in plain business language.
Define when the receptionist should use a Playbook, the result it should work toward, and anything it should avoid. Examples help distinguish the right situation from a similar request that needs different handling.
Explain the request or situation the caller is bringing.
Describe what a successful reception conversation should accomplish.
Specify what the receptionist should avoid promising or doing.
Purpose before questions
- Caller situation
- Desired result
- Relevant examples
- Boundaries
Capture what your team needs and define the next step.
Choose the information needed for the situation and whether it is required. Give the receptionist approved outcomes, such as recording a message, transferring the caller, or booking through a supported connected calendar.
Collect contact details and the facts needed to understand this particular request.
Identify the information needed to complete the reception task.
Connect the conversation to an appropriate message, transfer, or supported booking action.
An inquiry your team can act on
- Contact details
- Reason for calling
- Required information
- Approved reception outcome
Questions business owners ask
What is a reception Playbook?
A Playbook tells the AI receptionist when a situation applies, the goal to work toward, the information to collect, the boundaries to follow, and the approved next steps.
Can different caller situations have different Playbooks?
Yes. Define Playbooks for situations such as new service inquiries, urgent requests, or appointment questions, with the details and outcomes appropriate to each.
Can a Playbook book an appointment?
A Playbook can use an approved booking action with a supported connected calendar when configured. Your calendar provider remains the scheduling system.
Keep service enquiries moving.
While your team is busy.
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New Lead - Alex Morgan
(416) 555-0189 ยท 2 min call
AI Summary
Caller wants pricing, has questions about setup, and asked to book a consultation later this week.