AI receptionist
Configure how Message AI answers a call, gathers the request and hands it to your team.
Reviewed against the implementation · September 25, 2026
Choose the entry point
Use the phone AI settings and the relevant number or IVR destination. Choose the receptionist mode, knowledge scope and fallback destination. Availability depends on the workspace entitlement and the configured phone AI service.
Ground the conversation
Give the assistant approved answers about the business. For a booking assistant, select the services it can offer. Service names, durations and available slots come from the configured catalog and booking tools; the assistant should not invent them.
Confirm a booking deliberately
The booking workflow collects the selected service, time and caller details before confirmation. A reservation is not a completed booking. Read back the details and obtain confirmation. When an SMS code is used, it belongs to the booking initiated during this call.
Prepare a human handoff
Choose the fallback that should receive a caller when AI cannot continue or the customer asks for a person. Keep the reason for the call and available transcript with the conversation. Test the fallback when nobody is available.
Test the failure paths
Try no availability, an invalid verification code, SMS failure and an interrupted call. A failed notification must not be described as delivered. Carrier acceptance of a message is different from proof that it arrived.