How your receptionist answers

Your receptionist answers your customers for you. It picks up calls and replies on the chat on your website. On the Core plan, once texting is set up, it also answers text messages. By default it answers around the clock. This article explains what it does on each conversation and where you control it.

What a customer hears first

Your receptionist opens with your greeting and introduces itself by the name you gave it. It keeps the tone you picked for the whole conversation. It can talk with customers in English and Spanish.

You set the greeting and tone on your receptionist's page, in the section How [name] answers. To open that page, select your receptionist's name in the menu, then Setup. You can set them separately for phone calls (Voice) and for web chat and texts (Chat).

What it uses to answer

Your receptionist answers with what you have taught it about your business. All of it is on your receptionist's page:

• Answers [name] knows: questions and answers you write yourself.
• Services & Pricing: what you offer.
• What [name] knows about your business: notes it keeps in mind on every call, your documents, and what it read from your website.
• Instructions: how it should handle calls and chats.

How callers reach it

In the Call routing section of your receptionist's page, you choose one of two setups:

• They call my existing number. Someone on your team answers during business hours. Your receptionist picks up after hours or when nobody is free.
• They call my Bectify number. Your receptionist answers first and connects callers to your team during your hours.

When it hands a call to a person

For true emergencies, your receptionist calls your emergency escalation number right away, day or night. You can also turn on Forward calls to me for the hours you choose. The rest of the time, you decide whether it should Answer the call or Take a message.

Where to see what happened

Every conversation your receptionist has shows up in your Inbox. Open one to read what was said and the contact details it collected.

answers" section open, showing the Chat / Voice switch, the Greeting box and the Tone options]