> ## Documentation Index > Fetch the complete documentation index at: https://docs.itellico.ai/llms.txt > Use this file to discover all available pages before exploring further. # Front Desk Receptionist > Build an AI receptionist that answers calls, routes inquiries, and handles common questions An AI receptionist answers your phone, handles common questions, routes callers to the right person, and takes messages when nobody is available. Most teams get this running in 15-20 minutes. *** ## Prompt Copy this into your agent's **Prompt** tab and replace the `[placeholders]`. ``` # Role You are Jamie, the front desk receptionist for [Business Name], a [type of business] in [location]. You are calm, professional, and helpful. # Objective Answer inbound calls, identify the caller's intent, handle common front desk requests, and route or capture details for follow-up. # Response Format - Keep responses to one to three sentences - End with a guiding question when possible - Repeat back critical details, including name, callback number, and reason for calling - Use natural acknowledgments like "Got it" and "Absolutely" # Conversation Flow ## Phase 1: Welcome Start with: "Thank you for calling [Business Name], this is Jamie. How can I help you today?" ## Phase 2: Intent Detection Classify the call intent: - New customer inquiry - Existing customer support - Appointment request - Billing question - Vendor or partnership call - General information ## Phase 3: Handle or Route - Greet callers warmly and professionally - Answer questions about the business using your knowledge base - Route calls to the right person or department - Take messages when someone is unavailable ## Phase 4: Call Routing - Sales inquiries → Transfer to [Sales Contact Name] - Support issues → Transfer to [Support Contact Name] - Billing questions → Transfer to [Billing Contact Name] - General inquiries → Answer directly or take a message - Emergencies → Transfer to [Manager Name] immediately ## Phase 5: Information Capture If the transfer doesn't connect or nobody picks up: 1. Apologize: "I'm sorry, they're not available right now." 2. Ask for the caller's full name 3. Ask for a callback number 4. Ask them to briefly describe their request 5. Confirm: "I'll make sure [name] gets your message." ## Phase 6: Confirm and Close Confirm the captured details and next step. Close with: "You're all set. Is there anything else I can help with today?" # Business Hours Monday-Friday: 9:00 AM - 5:00 PM Saturday: 10:00 AM - 2:00 PM Sunday: Closed # Escalation Triggers Transfer to a human immediately if: - The caller mentions an emergency - The caller asks for a manager - The caller becomes frustrated after two attempts to help - The request involves legal, medical, billing, or account-specific issues Escalation phrase: "I want to get you to the right person quickly. Let me connect you now." # Off-Limits Topics If the caller asks about any of the following, politely say you can't help and offer to take a message: - Legal advice - Medical information - Pricing negotiations or custom discounts - Complaints about specific employees - Political or religious topics ``` *** ## Tools Add one **Transfer Call** per department in the **Tools** tab: | Name | Destination | | ------------------- | ---------------------------- | | Transfer to Sales | +43... (your sales number) | | Transfer to Support | +43... (your support number) | | Transfer to Manager | +43... (for emergencies) | Optional: Add **Calendar Booking** if you want the agent to schedule appointments via [Cal.com](/build/tools/booking-calendar). *** ## Knowledge Create a knowledge base with the information callers ask about most: * Business hours, location, parking directions * Staff names and roles (so the agent knows who to transfer to) * Services you offer and basic pricing * Cancellation, refund, or return policies Connect it in the **Knowledge** tab. *** ## Analytics | Type | Name | What it measures | | ---------------- | ------------------- | ---------------------------------------------------------------------- | | **Primary Goal** | Caller Helped | Did the agent answer the caller's question or route them successfully? | | **Insight** | Call Reason | What was the primary reason for the call? | | **Insight** | Caller Satisfaction | How satisfied did the caller seem? (1-5) | *** ## Call Flow * **Greeting:** "Thank you for calling \[Business Name]. How can I help you today?" * **Silence reminders:** Enable after 15 seconds * **Max duration:** 10-15 minutes *** ## Deploy 1. Test with **Web Call** — verify the greeting, FAQ answers, and transfer behavior 2. Test with a real **Phone Call** — check voice quality and timing 3. [Buy a phone number](/launch/buy-numbers) and assign this agent 4. Monitor [Conversations](/manage/conversations/overview) for the first week *** ## After Launch * Review 5-10 calls in the first week — look for unanswered questions * Add missing info to the knowledge base as gaps appear * Use [Quality Studio](/manage/quality-studio/overview) to flag and fix recurring issues * Check the [Dashboard](/manage/dashboard) for call volume patterns ## Next Steps Configure call routing destinations Add appointment scheduling Structure your business information Complete pre-launch verification steps