The AI Receptionist answers your calls 24/7. It greets callers, answers common questions, takes messages, captures leads, helps manage appointment bookings, and puts people through to your team when needed. No missed calls, even out of hours. You can set it up yourself in under 5 minutes. Five quick steps: Create, Train, Guide, Voice, Connect.
Before You Start
Have these ready:
Your website URL (optional). It reads your site to learn about your business and to generate your FAQs. No website? You can choose your industry instead.
Any documents about your business (optional), such as brochures, company profiles or pricing guides. Add them as PDF, .doc or .docx files (max 10 MB).
Your top caller questions. An understanding of what your callers ask about most often.
Important: Your AI Receptionist uses its own number. It won't take over your main line.
Trial accounts: if you're on a Trial plan, you can only create and use one AI Receptionist.
Step 1: Create
Go to Users & Devices in MYbOnline.
Click Create AI Receptionist.
Name your agent (e.g. "Emma"). This is how it greets callers.
Add your website URL (optional). Your website is used to generate frequently asked questions and answers about your business.
Don't have a website? Click "I don't have one". A "Use your industry instead" field will appear. Choose your industry from the list of industry options. Your AI Receptionist will use this to generate relevant FAQs for your business instead.
You can also upload brochures, company profiles, pricing guides or other relevant documents to give it more information about your business (optional).
Click Next to continue. You can change all of this later.
Step 2: Train
Your FAQs are generated for you, based on your website or industry and any documents you uploaded. You'll also see your business information, including your address and opening hours. Check that everything is correct:
Update your business information, including your address and opening hours, using the pencil icon.
Check the generated questions, and edit the answers to fit your business.
Delete anything that doesn't apply using the bin icon.
Add your own questions and answers with Add another question.
Once you're happy with everything, click Next.
Tip: Write questions the way callers ask them, and answers the way you’d like them expressed. Keep answers short.
Step 3: Guide
Choose what should happen when your AI Receptionist cannot answer a question:
Transfer to a person: routes the call to a team member who can help. The AI lets the caller know they're being transferred.
Send to voicemail: plays a greeting, then lets the caller leave a voicemail. You'll be notified when a new message arrives. Select which voicemail box the message should go to.
Create a lead: the AI collects the caller's name, contact details and reason for calling, then sends it to you so your team can follow up with a callback.
Select your preferred option, then click Next.
Important: If you choose Transfer to a person, check that the transfer number is correct and monitored.
Step 4: Voice
Choose how your AI Receptionist should sound. There are three tones of voice:
Calm & professional: steady, reassuring and business-like.
Warm & friendly: welcoming, personable and approachable.
Short & efficient: direct, clear and to the point.
Tap the play button (Play preview) next to each one to hear a sample. Select the tone that best fits your business, then click Next. You can change this later.
Step 5: Connect
To let customers book appointments, connect your calendar. Click Connect calendar next to Google Calendar or Microsoft (365 / Outlook / Exchange) and follow the steps to connect your account.
This step is optional. Click Skip for now if you'd rather do it later.
Once everything is set up, click Finish. Your AI Receptionist will now be active and ready to handle calls!
Make sure to Test It
Call your AI Receptionist's number from your phone. You'll find it on the Setup complete screen, with a Copy button.
Ask a few real questions ("What are your opening hours?", "Can I speak to someone?") and check that its answers are correct.
If anything sounds off, use the quick links to fix it in your FAQs.
Manage It Anytime
You can return to the setup at any time to update its information or settings. Head back to its settings whenever you need to:
Edit FAQs to fix or improve answers.
Refresh your website after big changes (new prices, services).
Update your details if your hours or address change.
Rename it, change how calls are escalated (for example the transfer number), or change the linked appointment calendar.
Check Call history. Transcripts, missed questions and booking stats appear after the first call.
Another Way to Switch It On: Call Flows
Another way to enable your AI Receptionist is through your call flows. This example uses the simple call flow. If you've already added your AI Receptionist from the Users & Devices tab, you'll see these routing options when editing your simple call flow:
During open hours: Ring all users (everyone rings, and if no one answers the call goes to voicemail), Ring all users, then AI Receptionist (everyone rings first, and if no one answers your AI Receptionist picks up), or AI Receptionist answers every call (it answers first, helps callers and takes a message).
During closed hours: Voicemail (callers leave a message for you to pick up later), or AI Receptionist answers (evening and weekend callers get a real conversation, and you get the message in the morning).
Select the option you'd like the call to take, and choose which AI Receptionist should answer. Then do the same for your closed greetings. And that's it! Your AI Receptionist is ready to start taking calls.
