How it works
Telonline AI Reception is an AI receptionist for your business. It answers the calls your phone system sends to it, works out what each caller needs, and then puts them through to the right person or takes a message.
1. A call comes in
Every call starts with your greeting, and the caller is told they are speaking with an AI assistant and that the call may be recorded. The AI listens to what the caller wants and answers in a natural voice.
2. The AI decides where the call goes
It uses the settings you give it: your hours, your people and groups, the topics each one looks after, the questions it may answer word for word, and any requests that should always go one way. When a caller asks for someone, it puts the call through. When that person can't take the call - outside their hours, or the transfer doesn't go through - it follows the steps you set, such as trying someone else or taking a message.
A caller who asks for a person ("can I speak to someone?") is always put through to the person you choose to answer your phone. When nothing else can take a call, it goes to your fallback number.
3. Messages
When the AI takes a message, it reads back the caller's details to confirm them, then emails the message to the person it is for. Messages also appear in the portal, marked when they are urgent or incomplete.
4. The portal
In the portal you can see your messages and calls, change how the AI handles calls, and manage who in your business has a login and what each login can do. Your administrator confirms their login with a code sent by email. Every change to your settings is recorded in History.
5. Your records
Calls are handled on our own equipment in Australia. You decide how long each kind of record is kept, within the limits in our Terms and Conditions, and records are deleted when that time is up. Health practices have stricter settings.
6. Getting started
We set up your phone service and send your administrator a login. They answer a few questions in the portal - your hours, your people, what callers ask about, how long records are kept - and accept the agreements. When they press Done, we check everything, add the phone numbers, switch it on, and let you know.
7. Not available yet
Bookings, messages by text (SMS) and announced transfers (where the AI introduces the caller before putting them through) are not available yet.
8. Contact
TelephonesOnline Pty Ltd, 78 Scanlon Drive, Epping VIC 3076. Phone 1300 088 088. Email [email protected].