Receptionist Inbox

The Receptionist Inbox is where everything your AI Receptionist hears lands: requests that need action, a list of every conversation, and a transcript of each call. This article covers how to work the inbox day to day. To set up the AI Receptionist itself, see AI Receptionist.

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What’s in the inbox

• Open requests: reschedule asks, callback requests, messages, and emergencies that the AI Receptionist filed during a call. Emergencies are listed first.
• Conversations: a list of every call the AI Receptionist has handled, whether or not it produced a request. Each one opens with a one-line summary, its duration, and an outcome tag, plus an “After hours” tag when the call came in outside your business hours.
• Transcripts: a text transcript of each call, so you can read exactly what was said without needing an audio recording. Recordings aren’t stored; only the transcript is kept. If a call’s transcript never arrives, the call is marked Abandoned after six hours so it doesn’t sit in limbo.
• Lead links: when a call captured a new lead, the request card links directly to the Lead record created in your Leads module.
• Customer links: when the AI Receptionist matches a caller to an existing customer, their name is a link that opens the customer record, both on request cards and on the conversation panel. Recognized callers are also greeted by first name and the receptionist knows their upcoming visit dates.

Working a request

1. Open the Receptionist Inbox and review open requests, with emergencies at the top.
2. Open a request to read its transcript and see any linked lead.
3. Follow up with the caller yourself. The AI Receptionist doesn’t book appointments or send follow-up texts, so any scheduling or reply happens outside the product, on your terms.
4. Mark the request done once you’ve handled it, or dismissed if no action is needed.

Reading a conversation

Every call, not just the ones that produced a request, appears in the conversations list. Open any conversation to read its full transcript, which is useful for confirming what a caller was told, checking whether the disclosure was given, or reviewing a call that didn’t turn into a lead or request.

Voice only, no reply-by-text

The AI Receptionist answers calls only; there’s no two-way texting today. Because of that, the inbox has no reply-by-text control. Following up with a caller means calling them back or handling it however you normally would, not replying from inside the inbox.

Related articles

• AI Receptionist: activate the add-on and set up routing, hours, and your business profile