Use Call questions to define the few business-critical details your AI receptionist should collect for different kinds of calls. You can create separate scenarios for new leads, existing customers, appointment requests, quotes, or messages.

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Saved questions are a final safety net, not a script. Tinylawn listens to the conversation first and does not repeat a question when the caller has already shared the same detail.

1. Listen first — The receptionist carries forward the caller's name, phone number, request type, and details shared throughout the conversation.

2. Ask what helps — It may ask up to two useful, industry-aware follow-ups based on the request. It asks fewer when saved questions are still unanswered.

3. Check one matching scenario — Near the end, Tinylawn selects one saved scenario when one applies. Scenarios are never combined.

4. Fill only the gaps — The receptionist asks remaining must-have questions one at a time and skips anything already answered or clearly equivalent.

If no saved scenario fits, the call continues with natural follow-ups only. If a caller declines a question or asks to stop, the receptionist moves on instead of pressuring them.

Call questions apply to appointment requests, quote requests, and messages or callbacks. They do not run after a resolved FAQ or for an existing appointment reschedule or cancellation.

1. Go to Settings > Receptionist > Messages.

2. Select Add scenario.

3. Optional: choose a starter under Start from a common call. Presets are available for appointments, existing customers, quotes, and commercial properties; the quote preset uses your industry when available.

4. Give the scenario a short, recognizable name, such as New quote request or Customer follow-up.

5. Under Use this scenario for, choose the caller and request type.

6. Optional: add a plain-language Use only when condition if caller and request type are not specific enough.

7. Add the required follow-up questions in the order you want them considered.

8. Select Add to list, then select Save changes on the main page.

Adding or editing a scenario does not affect calls until you select Save changes.

Each scenario can match on:

- Caller — Any caller, New customer or lead, or Existing customer

- Request — Appointment request, Quote request, Message or callback, or any of those requests

- Use only when — An optional condition such as a commercial property or a specific type of job

Tinylawn uses the most specific applicable scenario. If two scenarios are equally specific, the one listed earlier has priority. Use the arrow controls on the Call questions page to change that order.

Returning callers can be recognized by phone when possible. A clear first-time quote or appointment request can be treated as a new lead without asking the caller a separate classification question.

- You can save up to 5 scenarios.

- Each scenario can contain up to 5 questions.

- Start with 1–2 must-have questions. Three or more unanswered saved questions replace automatic contextual follow-ups and can make the call feel longer.

- Questions must be short enough to understand over the phone and cannot be duplicated within a scenario.

- Call questions cannot request payment or card details, Social Security numbers, medical information, passwords, passcodes, or verification codes.

If you already had Take a Message questions, Tinylawn groups them into a Messages and callbacks scenario so they keep their original purpose. Review the grouped scenario and select Save changes when you are ready.

Open the call in Calls to review the transcript, recording, and Captured details. When a scenario matched, the call record shows its name and the saved-question answers that were captured, declined, or not collected. Useful details gathered naturally also appear there.

When the call creates a lead, captured details are also available on the linked lead so your team can prepare for follow-up.

FAQs give callers an answer. Use them for services, pricing guidance, service area, hours, and policies.

Call questions gather information from callers. Use scenarios only for details your team must have before following up.

- Add only details that change what your team does next.

- Keep one idea in each question and use everyday language.

- Let natural, industry-aware follow-ups handle helpful context such as affected areas or property sections.

- Use Use only when sparingly; caller and request matching is easier to maintain.

- Run a test call after changing scenarios, then review Captured details and the transcript.