When a caller wants to leave a message instead of booking an appointment, your AI receptionist gathers their information before ending the call. It automatically captures the caller's phone number and name — and you can add custom questions to collect any additional details you need.
How it works
1. A caller tells the AI they'd like to leave a message.
2. The receptionist confirms their name and captures their phone number (this happens automatically — you don't need to configure it).
3. The receptionist then asks your custom questions, one at a time, in the order you've listed them.
4. The caller's responses are included in the call record and in your notifications.
Adding a custom question
1. Go to Settings > Receptionist > Messages.
2. Click Add Question** (or Add Your First Question if you haven't added any yet).
3. Type your question in the dialog that appears.
4. Click Save.
You can add up to 5 custom questions. Each question must be between 10 and 150 characters, and duplicates are not allowed.
Editing a question
1. Find the question in your list.
2. Click the pencil icon next to it.
3. Update the text in the dialog.
4. Click Save.
Deleting a question
1. Click the trash icon next to the question you want to remove.
2. Confirm the deletion in the dialog that appears.
Deleting a question frees up a slot if you've reached the 5-question limit.
Example questions
Here are some ideas to get you started:
Question | What it helps you learn |
What is the best time to call you back? | When to follow up |
Is this for a one-time service or recurring? | Whether to quote a single job or a maintenance plan |
How did you hear about us? | Which marketing channels are working |
Tips
- Keep questions short and specific. The AI reads them aloud on a phone call, so shorter questions get clearer answers.
- Order matters. Questions are asked in the order they appear in your list. Put the most important ones first in case the caller hangs up early.
- Don't duplicate what's automatic. The receptionist already asks for the caller's name and captures their phone number — no need to add questions for those.
- Start with 2–3 questions. Too many questions can make the caller feel like they're filling out a form. You can always add more later.
- Review your call transcripts. Check the Calls page to see how callers respond to your questions and adjust the wording if answers aren't useful.