# AI Receptionist Call Flow Template

Free template from the AI Receptionist and Automation Resources guide
(/resources/crm/ai-receptionist-automation/). Version: 2026-09-25.

This script works for an AI voice agent or a human receptionist. Replace placeholders in braces.
Have the person who currently answers your phone review it before use.

Important: this template is not legal advice. Rules on disclosing automated or AI callers, call
recording consent, outbound automated calls, SMS consent and data privacy vary by country, state
and province, and by platform. Confirm your obligations with a qualified adviser before going live.
An AI receptionist does not replace staff and does not guarantee bookings; it handles defined
routine tasks and hands everything else to people.

---

## 1. Settings to decide first

| Setting | Your value |
|---|---|
| Business name | {business_name} |
| Hours the AI answers | For example: after hours only / overflow after 4 rings / all calls |
| Transfer number (business hours) | {transfer_number_day} |
| Transfer number or on-call (after hours) | {transfer_number_after_hours} or "callbacks only" |
| Standard callback promise | For example: by 10 am next business day |
| Urgent callback promise | For example: within 30 minutes during business hours |
| Emergency instruction (approved wording) | {emergency_instruction} |
| Services the AI can book | {bookable_services} |
| Services requiring a person | {manual_services} |
| Recording on or off | {recording_setting} |
| Where call summaries go | CRM contact record plus staff notification |

---

## 2. Greeting and disclosure

Use a greeting that states the business name, that the caller is speaking with an automated
assistant, and (if recording) that the call may be recorded.

> "Hi, thanks for calling {business_name}. I'm the automated assistant, and this call may be
> recorded and transcribed to help us serve you. I can help with bookings and common questions,
> or get you to a team member. How can I help today?"

Shorter variant (no recording):

> "Thanks for calling {business_name}. You've reached our automated assistant. How can I help?"

If the caller asks "Am I talking to a real person?":

> "No, I'm an automated assistant. I can help with bookings and questions, or I can connect you
> with a team member. Which would you prefer?"

Never claim to be human.

---

## 3. Identify intent and branch

Listen for intent, then route:

| If the caller... | Go to |
|---|---|
| Wants to book a new service or quote visit | Branch A: New booking |
| Mentions an existing appointment (confirm, move, cancel) | Branch B: Existing booking |
| Asks about hours, location, services, areas, policies | Branch C: General question |
| Asks for a person or a named staff member | Branch D: Speak to someone |
| Mentions emergency, danger, injury, complaint, distress | Branch E: Urgent or sensitive |
| Anything else, or intent unclear after two attempts | Branch F: Message and callback |

Clarifying prompt if unclear:

> "Just so I get you to the right place, are you calling to book something, about an existing
> appointment, or with a question?"

---

## 4. Branch A: New booking

1. Name
   > "I can help book that. Can I get your first name?"
2. Location (on-site services)
   > "What's the suburb or postcode for the property?"
   - If outside service area:
     > "Thanks. Unfortunately that's outside the area we cover. I can take your details in case
     > the team can suggest someone, or is there anything else I can help with?"
3. Need (one or two qualifying questions per service)
   > "Can you tell me a bit about what's happening?"
   - If the description matches a manual-only service or sounds complex, go to Branch F.
   - If it sounds urgent or unsafe, go to Branch E.
4. Offer two specific times from the live calendar
   > "I have {slot_1} or {slot_2}. Which suits you?"
   - If neither suits:
     > "What day and time of day generally works best?" (Offer the next two options.)
   - If calendar unavailable: go to Branch F and alert staff.
5. Contact details
   > "What's the best mobile number for a confirmation text?"
   - Read back digit by digit.
   > "And the street address?" (on-site services)
   > "Would you like the confirmation by email as well?" If yes, spell back letter by letter.
6. Consent for text confirmation (where required)
   > "Is it OK if we text you the booking details and reminders at that number?"
7. Read back everything
   > "Let me confirm: {name}, {address}, {service} for {short_description}, on {day} the {date}
   > at {time}, confirmation to {mobile}. Is that all correct?"
   - If anything is wrong, correct it and read back again.
8. Book and close
   > "You're booked. You'll get a text shortly with the details and a link if you need to change
   > anything. Is there anything else I can help with?"

Log: create or update contact, create appointment, move opportunity to Appointment booked, attach
summary, start confirmation and reminder sequence.

---

## 5. Branch B: Existing booking

1. Identify
   > "I can help with that. What's the mobile number the booking is under?"
   - If no match: ask for name and date; if still no match, go to Branch F.
2. Confirm the appointment found
   > "I have {service} on {date} at {time}. Would you like to confirm it, move it, or cancel it?"
3. Confirm: mark appointment Confirmed.
   > "Great, you're confirmed for {date} at {time}. See you then."
4. Move:
   > "I have {slot_1} or {slot_2}. Which works?"
   > "Done. Your {service} is now {new_date} at {new_time}. I'll text you the updated details."
5. Cancel:
   > "I can cancel that for you. Can I ask the reason? It helps us improve." (Optional; record
   > as picklist.)
   > "That's cancelled. Would you like to book another time now, or should we leave it for now?"
   - If a cancellation policy applies, state it neutrally as written in your policy. Do not
     improvise fees.

Log: update appointment status, stop or restart reminders, record reason, notify staff of
cancellations inside the notice window.

---

## 6. Branch C: General question

Answer only from the approved knowledge base. Keep answers short, then offer a next step.

> "We're open {hours}. Would you like to book a time?"

If the answer is not in the knowledge base:

> "I'm not sure about that, and I don't want to give you the wrong information. Can I take your
> details so someone can call you back with the right answer?"

Then go to Branch F.

Never:
- Quote prices, discounts or timelines that are not in the approved knowledge base
- Give medical, legal, financial or safety advice
- Make promises about outcomes or guarantees

---

## 7. Branch D: Speak to someone

Never refuse a request for a person.

During transfer hours:
> "Of course. I'll connect you now. If nobody is available, I'll take a message so they can call
> you back."

- Transfer to {transfer_number_day}.
- If the transfer fails or is not answered within {ring_limit} rings, return to the caller:
  > "Sorry, the team is busy right now. Can I take your name, number and a short message so the
  > right person calls you back {callback_promise}?"

Outside transfer hours:
> "The team isn't available right now, but I can take a message and make sure someone calls you
> back {callback_promise}."

Then go to Branch F.

---

## 8. Branch E: Urgent or sensitive (immediate escalation)

Triggers (listen for these words and situations):
- Danger, injury, fire, smoke, gas smell, flooding, electrical hazard, medical symptoms
- "Emergency", "urgent", "right now"
- Anger, complaints, threats of legal action, refund or billing disputes
- Caller sounds distressed, confused or vulnerable

Safety first:
> "{emergency_instruction}" (for example: "If anyone is in danger or needs urgent medical help,
> please hang up and call your local emergency number now.")

Then:
> "I'm going to get a team member for you right away."

- Transfer to on-call or manager.
- If transfer fails: capture name, number, address and a one-line description; send an urgent
  alert to {urgent_alert_recipients}; tell the caller exactly when to expect a call:
  > "I've sent this to our team as urgent. Someone will call you back within {urgent_window}."

Complaints:
> "I'm sorry to hear that. I want to make sure the right person handles this. Let me connect you
> with a manager." (or take details for an urgent callback)

Do not argue, explain policy at length, or attempt to resolve complaints automatically.

---

## 9. Branch F: Message and callback

> "I'll make sure the right person gets back to you. Can I take a few details?"

Capture:
1. Name (confirm spelling if unusual)
2. Best phone number (read back digit by digit)
3. Short description of the request
4. Best time to call back
5. Urgency: normal, soon, urgent

Read back:
> "So that's {name} on {number}, about {summary}, best time {time}. Is that right?"

Close:
> "Thanks, {name}. Someone from {business_name} will call you back {callback_promise}."

Log: create task for the right person with due time; send staff notification with summary.

---

## 10. Escalation rules summary

| Trigger | Type | Action |
|---|---|---|
| Emergency, danger or safety risk | Immediate | Approved emergency instruction, then transfer to on-call; urgent alert if transfer fails |
| Caller asks for a person | Immediate | Transfer; message if unavailable |
| Complaint, anger, billing dispute, legal threat | Immediate | Transfer to manager or urgent callback |
| Distressed, confused or vulnerable caller | Immediate | Transfer to a person |
| AI fails to understand after two attempts | Soft | Branch F message and callback |
| Question outside knowledge base | Soft | Branch F |
| Custom quote or pricing negotiation | Soft | Branch F, route to estimator |
| Calendar or CRM integration error | Soft | Branch F, alert staff |
| Caller says stop or do not contact | Record | Set do-not-contact; no follow-up messages |

---

## 11. Information to capture on every call

| Field | Required | Notes |
|---|---|---|
| Caller name | Yes | Spell back if unclear |
| Phone number | Yes | Read back digit by digit |
| Reason for call | Yes | Picklist: new booking, existing booking, question, speak to someone, urgent, other |
| Service required | If booking | Picklist |
| Address or suburb | If on-site | Confirm service area |
| Appointment date and time | If booked | Confirm with day of week |
| Email | Optional | Spell back letter by letter |
| Urgency | Yes | Normal, soon, urgent |
| Lead source | Optional | "How did you hear about us?" |
| Text consent | Where required | Record wording and time |
| Outcome | Automatic | Booked, rescheduled, cancelled, answered, transferred, message taken |
| Summary and transcript link | Automatic | Store on contact record |

---

## 12. After the call (automations)

- Create or update the CRM contact and attach the summary.
- Booked: send confirmation text and email; start reminders; move opportunity stage.
- Rescheduled or cancelled: update appointment; stop or restart reminders.
- Message taken: create task with due time; notify assigned person.
- Urgent: send urgent alert by text or app notification.
- Did not book: start lead follow-up sequence if consent and rules allow.

---

## 13. Testing script (run before going live)

- [ ] Straightforward new booking
- [ ] Caller changes their mind about the time
- [ ] Unusual name and email spelling
- [ ] Reschedule and cancel an existing booking
- [ ] Question not in the knowledge base
- [ ] Caller asks "Am I talking to a real person?"
- [ ] Caller asks for a person during and outside transfer hours
- [ ] Transfer not answered (fallback to message)
- [ ] Emergency keyword triggers approved instruction and alert
- [ ] Angry caller is escalated
- [ ] Calendar disconnected (message taken, staff alerted)
- [ ] Background noise, poor reception, speakerphone
- [ ] Caller asks not to be contacted again

## 14. Ongoing review

- [ ] Review every call summary daily in week one, then a daily sample
- [ ] Track answer rate, booking rate, escalation rate, early hang-ups, errors and complaints
- [ ] Update the knowledge base monthly and after any change to hours, services or policies
- [ ] Confirm callbacks are made within the promised time
- [ ] Re-check disclosure, recording and privacy requirements periodically