> ## Documentation Index
> Fetch the complete documentation index at: https://docs.usecrew.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# AI Receptionist

> Deploy 24/7 intelligent call handling with natural voice

# AI Receptionist

The AI Receptionist is Crew's flagship voice agent that handles inbound calls with human-like conversation. It answers calls, understands caller intent, provides information, books appointments, and routes calls—all without human intervention.

## What It Does

The AI Receptionist can:

* **Answer calls instantly** — No hold times, 24/7 availability
* **Understand natural speech** — Handle accents, interruptions, and complex requests
* **Provide information** — Answer questions from your knowledge base
* **Book appointments** — Integrate with calendars to schedule in real-time
* **Route calls** — Transfer to the right person or department
* **Collect information** — Gather caller details for follow-up
* **Handle multiple calls** — Scale to hundreds of simultaneous calls

## Quick Start

<Steps>
  <Step title="Create an Agent">
    Navigate to your Crew and create a new Voice Agent
  </Step>

  <Step title="Configure Persona">
    Set the agent's name, voice, and personality
  </Step>

  <Step title="Add Knowledge">
    Populate the knowledge base with FAQs and business information
  </Step>

  <Step title="Connect Phone Number">
    Link a Twilio or RingCentral number to the agent
  </Step>

  <Step title="Test and Launch">
    Place test calls, refine responses, and go live
  </Step>
</Steps>

## Configuration

### Basic Settings

```json theme={null}
{
  "name": "Sarah",
  "type": "voice",
  "voice": "nova",
  "language": "en-US",
  "greeting": "Thank you for calling Acme Medical. This is Sarah, how can I help you today?",
  "business_hours": {
    "timezone": "America/New_York",
    "schedule": {
      "monday": { "start": "09:00", "end": "17:00" },
      "tuesday": { "start": "09:00", "end": "17:00" },
      "wednesday": { "start": "09:00", "end": "17:00" },
      "thursday": { "start": "09:00", "end": "17:00" },
      "friday": { "start": "09:00", "end": "17:00" }
    }
  }
}
```

### Voice Options

| Voice     | Description                | Best For                          |
| --------- | -------------------------- | --------------------------------- |
| `nova`    | Warm, professional female  | Healthcare, professional services |
| `echo`    | Clear, confident male      | Legal, financial services         |
| `alloy`   | Neutral, approachable      | General business                  |
| `shimmer` | Friendly, energetic female | Retail, hospitality               |

### Greeting Customization

Customize the initial greeting based on context:

```javascript theme={null}
// Time-based greeting
if (currentHour < 12) {
  greeting = "Good morning, thank you for calling...";
} else if (currentHour < 17) {
  greeting = "Good afternoon, thank you for calling...";
} else {
  greeting = "Good evening, thank you for calling...";
}

// After-hours greeting
if (!isBusinessHours) {
  greeting = "Thank you for calling after hours. I can still help you with...";
}
```

## Core Capabilities

### Intent Recognition

The receptionist identifies caller intent automatically:

| Intent    | Example Phrases             | Action                |
| --------- | --------------------------- | --------------------- |
| Schedule  | "I need an appointment"     | Start booking flow    |
| Question  | "What are your hours?"      | Search knowledge base |
| Transfer  | "Can I speak to Dr. Smith?" | Route call            |
| Emergency | "This is urgent"            | Escalate immediately  |
| Cancel    | "Cancel my appointment"     | Lookup and cancel     |

### Appointment Booking

Integrate with calendar systems for real-time scheduling:

```json theme={null}
{
  "calendar_integration": "google_calendar",
  "calendar_id": "appointments@yourdomain.com",
  "slot_duration": 30,
  "buffer_time": 15,
  "booking_window_days": 30
}
```

The agent will:

1. Check availability in real-time
2. Offer available slots to the caller
3. Confirm the selected time
4. Create the calendar event
5. Send confirmation (SMS or email)

### Call Routing

Route calls to humans when needed:

```json theme={null}
{
  "routing_rules": [
    {
      "condition": "intent == 'billing'",
      "destination": "+1234567890",
      "type": "warm_transfer"
    },
    {
      "condition": "intent == 'emergency'",
      "destination": "+1987654321",
      "type": "immediate"
    },
    {
      "condition": "caller_requests_human",
      "destination": "reception_queue",
      "type": "warm_transfer"
    }
  ]
}
```

## Performance Metrics

Track receptionist performance in the dashboard:

| Metric                     | Description                     |
| -------------------------- | ------------------------------- |
| **Answer Rate**            | Percentage of calls answered    |
| **Resolution Rate**        | Calls resolved without transfer |
| **Average Handle Time**    | Duration of calls               |
| **Appointment Conversion** | Calls that result in bookings   |
| **CSAT**                   | Caller satisfaction score       |

## After-Hours Handling

Configure behavior outside business hours:

<AccordionGroup>
  <Accordion title="Full Service">
    The agent provides the same service 24/7—answering questions, booking appointments, and collecting messages.
  </Accordion>

  <Accordion title="Limited Service">
    After hours, the agent only collects messages and promises callback during business hours.
  </Accordion>

  <Accordion title="Voicemail Only">
    Outside business hours, send callers directly to voicemail.
  </Accordion>

  <Accordion title="Emergency Routing">
    After hours, only handle emergencies and route to on-call staff.
  </Accordion>
</AccordionGroup>

## Industry Use Cases

### Healthcare

* Patient appointment scheduling
* Prescription refill requests
* Insurance verification
* After-hours triage routing

### Legal

* Client intake
* Appointment scheduling
* Case status inquiries
* Document request handling

### Home Services

* Service appointment booking
* Quote requests
* Emergency dispatch
* Follow-up scheduling

### Professional Services

* Client scheduling
* General inquiries
* Lead qualification
* Meeting coordination

## Best Practices

<Warning>
  Always inform callers they are speaking with an AI assistant. Transparency builds trust.
</Warning>

* **Set clear expectations** — Tell callers what the AI can and cannot do
* **Provide human fallback** — Always offer a path to reach a person
* **Keep knowledge current** — Update information as your business changes
* **Review transcripts** — Regularly audit calls to improve performance
* **Test regularly** — Place test calls to verify behavior

## Troubleshooting

### Callers hang up quickly

* Greeting may be too long—shorten it
* Voice may not match expectations—try different voice
* Initial response time may be slow—check latency

### Agent gives wrong information

* Check knowledge base accuracy
* Verify information priority
* Test specific questions in simulator

### Calls not being answered

* Verify phone number configuration
* Check Twilio/RingCentral connection
* Confirm agent is assigned to the number

## Next Steps

* [Inbound Calls](/voice/inbound-calls) — Deep dive into call handling
* [Call Routing](/voice/call-routing) — Configure transfer rules
* [Knowledge Base](/core-concepts/knowledge-base) — Populate agent information