Setup checklist
What to prepare before configuring an AI receptionist
A useful receptionist starts with accurate business information and clear boundaries. Work through this checklist with the person who manages your phone and booking process.
Services and routine answers
- List the services callers commonly ask about.
- Write the approved non-clinical description for each service.
- Record pricing only if you are comfortable sharing it by phone.
- Note which questions always require a staff member.
Hours and call coverage
- Confirm opening hours and timezone.
- Decide what happens after hours.
- List holidays or temporary closures.
- Choose when a call should transfer or become a callback request.
Escalation phrase
- Write one natural sentence the receptionist uses before escalating.
- Identify the staff destination for routine escalations.
- Document what to say when staff are unavailable.
- Keep emergency directions separate and unambiguous.
Restricted topics
- Medical advice, diagnosis, and treatment suitability.
- Adverse reactions and emergency symptoms.
- Prescription or medication questions.
- Any topic your team has not approved for an automated answer.
Calendar access
- Confirm the Google Calendar used for consultations.
- Define appointment types and durations.
- Set working hours, buffers, and unavailable periods.
- Decide whether the receptionist books or captures a request for review.
Greeting and disclosure
- Choose the business name and receptionist name.
- Write a short opening greeting.
- Choose how the AI assistant is introduced.
- Review any disclosure and consent requirements that apply to your calls.
Call forwarding
- Confirm which existing business number will be forwarded.
- Choose always-on, unanswered-call, busy-line, or after-hours forwarding.
- Get the forwarding instructions from your phone provider.
- Plan a fallback if forwarding is disabled.
Test calls
- Test a routine service question.
- Test a booking request with no suitable time.
- Test a medical question that must be escalated.
- Test an unclear caller and review the resulting call record.