Receptionist

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Details

A Receptionist Inbound Agent is capable of:

• Greeting callers professionally with a custom welcome message.
• Understanding inquiries and responding based on business-specific knowledge.
• Executing defined actions, such as call transfers, meeting bookings, or email notifications.
• Capturing caller details for future follow-up.

The goal of the Receptionist Inbound Agent is to act as an efficient, always-available first point of contact, improving customer experience and streamlining business operations.

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Configuring the Receptionist Role

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1. Selecting the Receptionist Role

• If it’s your very first time in AVA, you will be prompted to create an Outbound Project, or an Inbound Agent.

Otherwise, navigate to the Home screen in AVA.

• Click “Add New Agent” in the Active Agents section.
  
• Choose whether the agent should be:
  • Tied to a phone number
  • Deployed to the web
  • Both
    

When creating a new inbound agent, configuration is organized into three tabs: Agent Settings, Call Settings, and Voice Settings.

• Agent Settings
  • Agent Role – Select Receptionist to determine the agent’s function and tone.
  • Agent Name – Customize how the agent refers to itself during calls. If left blank, it will use its default name.
  • Language & Ethnicity – Choose the language and voice characteristics (Agents stick to the selected language and do not switch during conversations).
  • Agent Voice – Use the Listen button to preview and select a voice.
  • Phone Number – Assign an available number (Inbound Agents cannot share phone numbers).
  
• Call Settings
  • Include History – Option to let the agent remember past conversations (phone agent only).
  • Noise Isolation Mode – Filters out background voices.
  • Maximum Call Duration – Caps call time (set in minutes).
  • End Call After Silence – Ends calls automatically after a set period of silence.
  • Background Sound – Add ambient noise (e.g., Coffee Shop).
  • Background Volume Slider – Appears if background sound is enabled.
  
• Voice Settings
  • Loudness Level (volume) – Adjust how loud or soft your agent talks.
  • Responsiveness – Decide how quickly your agent replies.
    • Less responsive: Gives users more time to think or speak without interruption.
    • More responsive: Makes for fast-paced chats or real-time assistance.
  • Interruption Sensitivity – Controls how easily you can cut off the agent mid-sentence.
    • High sensitivity: Easy to interrupt at any time.
    • Low sensitivity: Agent will usually finish speaking before listening again.
  

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2. Defining the Receptionist’s Behavior

Once the Receptionist role is selected and your initial settings are configured, you will need to train the Inbound Agent to properly represent your business. If you need to revisit or update these settings later, click the Settings button at the top of the agent’s page. This reopens the same three tabs—Agent Settings, Call Settings, and Voice Settings—allowing you to make adjustments at any time. The following input fields determine how the agent will interact with callers:

• How will the agent greet callers? – How the Receptionist answers calls or starts interactions (e.g., “Hello! Thanks for calling [Company Name]”).
• Introduction text (optional) – Optional text where the Agent introduces itself and its function.
• Representative name – Name of the business representative the AI is assisting.
• Representative title – Job title of the representative.
• Company name – The company the Agent is working on behalf of.
• Information to gather – What details the Agent should collect from the caller during the interaction.
• Key information – Business-specific data that the Agent should know.
• Primary goal – The main purpose of the Agent.

If you need assistance filling in these training fields, you can use the built-in AI Copilot.
AI Copilot lets you describe your receptionist in plain language and will auto-populate a draft configuration for you.

• Click “AI-Copilot agent builder” to open the builder interface and explain your goals or agree to suggested options.
  
• Click “Perfect, let’s create the agent” once you’re satisfied. The assistant will automatically populate the customizable fields shown above, giving you a solid starting point you can refine.
  

We recommend not overthinking the instructions. Train your agent the way you would train an intern; not by defining an exact script, but by providing guidelines and considerations you want it to follow.

Optional: Configure the Web Widget

If your Receptionist Agent is also or only deployed to the web, you can customize its appearance and placement using the Web Agent tab.

1

Web Widget Style

• Select Primary Color – Set the base color of your widget to match your website branding.
• Theme Selection – Choose between:
  • Light Theme
  • Dark Theme
• Idle Image – Choose a preset icon that appears when the agent is idle.
• Speaking Image – Choose a preset icon to display while the agent is speaking.
• Speaking Animation Toggle – Enable or disable animation that plays when the agent talks.

2

Advanced Settings

• Select Embedded or Overlay placement.
• Choose justification: Left, Center, or Right.
• Enable text features (Overlay only) with max 16/23 characters.

3

Website Setup

• Enter the domain(s) where your Web Agent will be allowed to appear.
• Include both www. and non-www versions if applicable.

Once saved, AVA will generate a code snippet you can embed in your site. Testing both Embedded and Overlay modes is recommended.

Optional: Add a Knowledge Pack

A Knowledge Pack allows your agent to access and reference structured company information during conversations. It can be used across both inbound and outbound projects.Depending on your plan, you can create one or more Knowledge Packs and attach them to specific agents as needed.Supported plans:

• Business Professional: 1 Pack
• Business Growth: 2 Packs
• Agency Lite: 1 Pack
• Agency Unlimited: 2 Packs

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Steps to Add a Knowledge Pack:

1. In your inbound agent configuration screen, scroll down and click “Knowledge Packs.”
   
2. Click “Create New Knowledge Pack” to launch the builder.
   
3. Choose one or both of the following sources:
   • Upload files in .csv, .xlsx, .pdf, .txt, or .docx format
     • Up to 50MB per file; total upload limit of 500MB
   • Enter URLs to let AVA scan web pages for reference content
   
4. Once created, you can edit, delete, or refresh your pack from the right-hand menu.
   • To disable access temporarily, simply turn off the pack instead of deleting it.
   • You can re-enable the same pack at any time without losing the content.
   

🚫 Note: Sub-accounts cannot access Knowledge Packs created by an agency’s main account.

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3. Assigning Actions to the Receptionist AI

Once your agent’s behavior and optional modules are configured, scroll to the section titled “What actions can the agent take?” Each action appears as a toggle switch:

• Turning a toggle on opens a configuration sidebar.
• Once configured, the setup will be retained, even if later turned off.
• Re-enabling the toggle restores the saved configuration instantly.
  

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FAQs & Troubleshooting

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General Questions

Can I have multiple Receptionist AI Agents?

Yes, you can create multiple agents for different departments or use cases.

Can I customize the AI’s responses?

Yes, you can train the AI using the Key Information section to ensure it knows relevant business details.

Can I have a receptionist for both phone and web?

Yes, you can deploy the same AI for phone calls and website interactions.

Can inbound agents handle multiple calls at the same time?

Yes, inbound agents are designed to handle multiple concurrent calls without any issue.

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Configuration

Where do I configure the widget if I’m using a web-based Receptionist?

The Web Widget is configured under the Web Agent tab in the agent setup. You can customize colors, size, placement, and domain targeting.

How do I add a Knowledge Pack to my receptionist agent?

Scroll to the Knowledge Packs section in the agent configuration. You can upload files or paste URLs, then toggle the pack on for the agent.

Can I use placeholders like {{client_firstname}}?

Yes. You can use dynamic placeholders in fields like greeting or key information to personalize responses.

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Usage and Results

Can I test the agent before going live?

Yes. Use the Save & Test feature to run simulations. Note: actions like bookings and transfers require live phone or web calls.

Do Web Widget interactions support transfers?

No. Call Transfers only work for phone-based agents.

Will notifications be sent from my white-labeled domain?

Yes, if you’ve set up your custom email domain in the White Label > Email settings. Otherwise, emails will default to @thinkrr.ai.

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For additional questions or guidance, try using our Virtual Support Agent! Available 24/7 to help resolve most issues quickly at thinkrr.ai/support. If you still need assistance, visit our support site at help.thinkrr.ai or contact our team directly at hello@thinkrr.ai.