Troubleshooting
I don't see AI Receptionist under AI Team. The feature may not be enabled for your account yet, or your account may need Admin access to view it. Contact your Customer Success Manager to confirm availability.
I can't assign the phone number I want to a new agent. That number is likely already assigned elsewhere — to another AI Receptionist bot, or to an outbound or screening/data-enrichment agent in AI agents. Each AI Receptionist agent needs a number that isn't in use anywhere else.
Calls for a specific intent aren't routing to anyone. Check that Routing is turned on for that intent — it's off by default. If you're routing dynamically to a record's "internal employee," confirm the internal employee mobile number field is populated on the records you expect to route from; an empty field has nothing to route to.
A caller was routed or handed to the wrong outcome. Review the call in Analytics — it shows the identification result, the intent the agent classified, and the routing outcome, which usually explains why the call went where it did. If the behavior still looks wrong, contact Support with the call's timestamp.
FAQs
Can I turn an existing AI Agent Builder agent into an AI Receptionist?
No. AI Receptionist is a separate, purpose-built agent type for handling inbound calls. It isn't built by converting or upgrading an AI Agent Builder bot.
Does AI Receptionist replace the inbound chatbot?
Not currently. They serve different purposes: the inbound chat agent (SMS or web) is built for quick, text-based questions, while AI Receptionist is built for callers who want a direct, conversational answer over the phone.
Can I use AI Receptionist as part of a Workflow?
Not directly — there's no workflow module inside AI Receptionist itself. You can, however, include its inbound number in an outbound Workflow message so the recipient has a number to call.
Should I create one agent per intent, or one agent to handle everything?
One agent is designed to handle all the intents you configure. You don't need separate bots for separate intents — configure the ones you want the agent to handle within a single AI Receptionist bot.
Does job matching screen candidates against the roles it finds?
No. Job matching only finds and shares matching jobs. It doesn't screen or qualify candidates — you can still route the call, or a subsequent application, into your existing screening process.
Where do the required fields for creating a new candidate come from?
They're pulled automatically from your ATS's standard mapping. If your ATS doesn't enforce mandatory fields for candidate creation, you define your own questions in Data Collection and map each to a write-back field.