> ## Documentation Index > Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt > Use this file to discover all available pages before exploring further. # VoiceAgent templates: During Hours AI Receptionist > Set up your AI Receptionist to answer calls, resolve common questions, and route callers to the right team during business hours. > [!NOTE] > > This guide covers how to configure an AI Receptionist for inbound calls during business hours. The agent answers calls, responds to common questions from your Knowledge Base, and routes callers to the right team based on what they say. **User level:** Admin *** > [!WARNING] > > This article covers the during-hours setup specifically. For a general overview of the AI Receptionist template, see [VoiceAgent templates: AI Receptionist](https://help.cloudtalk.io/en/articles/14057883-voiceagent-templates-ai-receptionist.md). ## Before you start To set up a During Hours AI Receptionist, make sure you have: * An active **AI Receptionist or AI Specialist** package on your account * **Admin access** to the CloudTalk Dashboard * A clear idea of which teams or groups callers should be routed to ## Configuring During Hours AI Receptionist ### Set up your agent profile In **AI Voice Agents > Agents**, click **+ New VoiceAgent**. In the template gallery, select **AI Receptionist** from the **Reception** category. The template pre-fills several fields, including Call Direction (Inbound), Goal, and Greeting. Review and customize the following: | **Setting** | **Notes** | | - | - | | Name | Appears in call logs and analytics. | | Language | Select your primary language. Add secondary languages if needed; the agent detects the caller's language automatically. If you configure more than one, define language handling in your goal prompt. | | Voice | Preview options in the dashboard before choosing. | | Greeting | What the agent says when it picks up. Keep it brief and let callers know they're speaking with an AI. | **Example greeting:** ```text theme={"system"} Hey there, thanks for calling [Your Company]! I'm [Agent Name], your AI receptionist. Quick note, many things are faster through our chat at [website]. Otherwise, just tell me what's on your mind. ``` **Goal:** The template fills in a structured goal prompt with placeholder company details (using sections like `## Identity`, `## Style`, `## Task flow`, and `## Guardrails`). Replace the placeholder information with your own before going live. ![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15645612/f0a9bb139766-screenshot-2026-08-14-at-11-19-20.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=a55ca8a27705801a31fba8c9debe27e9) ### Build your Knowledge Base The agent only answers from the documents you upload. It will not use external knowledge or guess. For a full guide on setting up your Knowledge Base, see [Knowledge Base for VoiceAgents](https://help.cloudtalk.io/en/articles/11204159-knowledge-base-for-voiceagents.md). 1. **One source of truth per topic.** If pricing appears in multiple documents, consolidate them. Conflicting information produces inconsistent answers. 2. **Structured content.** Use Q\&A format or short paragraphs. Avoid pasting entire policy documents or terms and conditions. 3. **Keep it current.** Outdated information causes wrong answers. Update documents when things change. 4. **Scope it to what callers ask.** Focus on the questions that come up most often on calls. 5. **File limits:** 21MB per file. Accepted formats: `.pdf`, `.txt`, `.docx`, `.html`, `.epub`. You can also add URLs pointing to FAQs or public help content. Adding more documents does not improve the agent. A smaller, well-structured Knowledge Base performs better than a large, inconsistent one. After launch, listen to call recordings to find gaps and fix them. ![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15645612/2e0f0a4c8c25-screenshot-2026-08-14-at-11-25-36.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=2da9e9e16e17033bd040f5b340cb3ed8) ### Configure VoiceAgent skills Skills define what the agent can do during a call. Each skill adds a specific capability (answering questions, transferring to a human, capturing data, or taking a message). You configure which skills are active and how each one behaves. For more details, see [VoiceAgent Skills](https://help.cloudtalk.io/en/articles/14072758-voiceagent-skills.md). ![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15645612/a0ab929783fc-screenshot-2026-08-14-at-11-24-23.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=1c97b23ef47605a50b5ca5c82dc944df) #### Answer Questions (recommended) *[Answer Questions](https://help.cloudtalk.io/en/articles/14072758-voiceagent-skills.md#:~:text=from%20the%20payload.-,Answer%20Questions,-The%20Answer%20Questions)* is a fallback behaviour setting, not a routing skill. It tells the agent what to do when it cannot find an answer in the [Knowledge Base](https://help.cloudtalk.io/en/articles/11204159-knowledge-base-for-voiceagents.md). Callers always get a next step, even when the agent cannot find an answer. Set the fallback to **Hand over to a person** so callers are not left without a next step. If using a Custom template, add to your goal prompt: *"Only answer from the knowledge base. Do not guess."* ![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15645612/55b306303767-screenshot-2026-06-29-at-11-40-41.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=4e522d10d5efb70b140f0b21aa5e821b) #### Transfer to Human (recommended) [Transfer to Human](https://help.cloudtalk.io/en/articles/14752325-transfer-to-human-voiceagent-skill.md) offers two options. Choose based on whether you need standard team routing or the advanced routing that Call Flow provides. **Option A: Transfer to Human (Agent/Group)** *Transfer to Human* passes full conversation context to the receiving agent. Use this when agents are reliably available during business hours. * Enable transfer verification to confirm the routing destination with the caller before connecting * Include caller name, AI-generated summary, and any custom fields so the agent has context before picking up | **Transfer rule** | **Destination** | | - | - | | Caller asks about \[Topic A] or requests \[Team A] | Group > \[Team A] | | Caller asks to speak to a live agent | Group > \[General Support] | > [!WARNING] > > Agent and Group transfers are **safe transfers**. The VoiceAgent keeps the caller on the line while it rings the agent or group, and if no one is available, the caller stays with the VoiceAgent, which can offer alternatives such as taking a message or trying another team. No fallback configuration is required. Use Option B (Transfer to Call Flow) only when you need routing that safe transfers don't cover, such as external numbers, multi-branch routing, or post-call steps. ![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15645612/97c37c899050-screenshot-2026-06-29-at-11-46-22.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=df7d34c3ef32c4e0a04e5f7b147b16d6) **Option B: Transfer to Call Flow** Use this when you need routing that safe transfers don't cover, such as transfers to external numbers, multi-branch routing, or post-call steps, or when you want to route based on data extracted during the call. * Configure a fallback branch in [Call Flow Designer](https://help.cloudtalk.io/en/articles/3669429-call-flow-designer-guide.md) to handle unanswered calls * For advanced routing (e.g. by customer tier), use the *[Extract Information](https://help.cloudtalk.io/en/articles/14072758-voiceagent-skills.md#:~:text=an%20available%20option.-,Extract%20information,-The%20Extract%20Information)* skill to capture data during the call, then use a [Condition Splitter](https://help.cloudtalk.io/en/articles/5763009-caller-based-routing-with-conditions.md#:~:text=User%20level%3A%20Admin-,The%20Condition%20Splitter,-A%20Condition%20splitter) in Call Flow Designer * The Context Card is only shown to agents receiving a direct transfer to an Agent or Group. It does not appear when the call is routed to a Call Flow. #### Extract Information (recommended) *[Extract Information](https://help.cloudtalk.io/en/articles/14072758-voiceagent-skills.md#:~:text=an%20available%20option.-,Extract%20information,-The%20Extract%20Information)* skill captures structured data from the call and sends it to your CRM via webhook. Your team has full context on every call before they follow up. | **Property name** | **Type** | **Instruction for AI** | | - | - | - | | `call_summary` | Text | "Summarize the key points of the call and how it was resolved in one to two sentences." | | `reason_for_call` | Text | "Extract primary reason for calling. Use "" if not clearly stated." | | `call_transferred` | Yes/No | "Set to Yes if the call was transferred to a human agent. Default: No." | | `question_answered` | Yes/No | "Set to Yes if the AI resolved the call without a transfer. Default: No." | * Property names are case-sensitive. Do not rename them after setup, as they're used to send data to your CRM. * Test webhook output on several real calls before connecting your production CRM. * If you use custom fields for advanced routing, add the same fields here so data is exported after the call. ![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15645612/3e7e17f320f5-screenshot-2026-06-29-at-12-17-16.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=a25d62999f5897da7557ece2d2f0941e) #### Take a Message (optional) Use this when the AI cannot answer and no transfer is configured. *[Take a Message](https://help.cloudtalk.io/en/articles/14072758-voiceagent-skills.md#:~:text=your%20business%20needs.-,Take%20a%20Message,-The%20Take%20a)* skill captures the caller's name and message automatically. No caller leaves without their details being recorded for follow-up. This skill does not offer message-taking on its own. You need to add a Scenario that explicitly triggers it. **Confirmation message:** ```text theme={"system"} Got it, I've noted your details. Someone from our team will be in touch as soon as possible. ``` > [!WARNING] > > Do not use **Take a Message** as a fallback for unanswered transfers. Use Transfer to Call Flow with a fallback branch for that. ![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15645612/0a3cba138b68-screenshot-2026-06-29-at-12-00-52.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=faa4342d3e9b8a31dbfc245049194b22) ### Set up scenarios Scenarios define how the agent handles situations its normal behaviour cannot resolve. | **Trigger** | **Response** | **Action** | | - | - | - | | Caller says goodbye or has no more questions | "You're welcome! Have a great rest of your day. Goodbye!" | Hangup | | Caller idle 15+ seconds | "I haven't heard anything, are you still there? Feel free to call back anytime." | Hangup | | Caller asks to speak to a human (catch-all, no transfer rule triggered) | "Of course, let me connect you with the team now." | Transfer | | Topic is outside the Knowledge Base | "That's a bit outside what I can help with. Let me connect you with the team." | Transfer | | Caller asks if they're speaking to a human | "I'm an AI assistant for \[Company]. How can I help?" | Response only | ![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15645612/01c018623507-screenshot-2026-08-14-at-11-26-37.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=5c57fd25f0171c15e6caea713fd1e022) ### Connect to your call flow Connect the agent to your phone number so it handles inbound calls. During-hours and after-hours agents are **separate agents**. Use [Day/Time Splitter](https://help.cloudtalk.io/en/articles/9652337-day-time-splitter.md) to route calls to the correct agent based on business hours. For after-hours configuration, see [VoiceAgent templates: After Hours AI Receptionist](https://app.intercom.com/a/apps/keho9m4r/settings/helpcenter/12665/collections?activeContentId=18693110\&activeContentType=article\&collectionId=19001561\&contentLocale=en\&editorMode=edit). **Pattern A: AI handles every call** All inbound calls go to the agent first. Use this if you want the agent to act as the main contact point before any agent's phone rings. ```text theme={"system"} All inbound calls → Day/Time Splitter → AI Voice Agent → [Your Receptionist Agent] → Call ends → Transfer → Group → [Destination Team] ``` ![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15645612/f1733a58843d-screenshot-2026-08-19-at-10-58-39.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=96ec7b4912fe598a80708336b0ddcd40) **Pattern B: Agents first, AI as overflow** Calls ring your team first. If unanswered after 20–30 seconds, the agent picks up. Use this if your team wants to take calls directly but needs coverage during busy periods. ```text theme={"system"} All inbound calls → [Agent Group] (rings for 20–30 seconds) → Unanswered → AI Voice Agent → [Your Receptionist Agent] → Call ends ``` * Set your [Day/Time Splitter](https://help.cloudtalk.io/en/articles/9652337-day-time-splitter.md) to your exact business hours and test both branches before going live. * **Agent** and **Group** transfers are safe, so callers aren't dropped if no one answers; the VoiceAgent stays with them. * Use **Transfer to Call Flow** only when you need external routing, multi-branch logic, or post-call steps. ![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15645612/477c7e9510c0-screenshot-2026-08-19-at-11-09-09.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=84e69f2795cb5da634b0b2f2492df6f5) ## FAQs * **How do I handle after-hours calls?** Configure a separate After Hours AI Receptionist agent and use a Day/Time Splitter in Call Flow Designer to route calls to it outside business hours. See [VoiceAgent templates: After Hours AI Receptionist](https://help.cloudtalk.io/en/articles/15645612-voiceagent-templates-during-hours-ai-receptionist.md). * **The agent transferred to the wrong team. How do I fix it?** Review your Transfer to Human rules. Refine the conditions to be more specific, or add rules for topics that are being misrouted. * **Can I route calls based on customer tier or account type?** Yes. Use **Transfer to Call Flow** with the Extract Information skill to capture the relevant data point during the call, then use a Condition Splitter in Call Flow Designer to route based on that value. * **Can the agent book appointments?** Yes. Add the Appointment Booking skill and connect a Google Calendar or Microsoft Outlook account. The agent checks your calendar for open slots, proposes available times, and creates the event during the call. See [Appointment Booking Skill for Voice Agents](https://help.cloudtalk.io/en/articles/15923950-appointment-booking-skill-for-voice-agents.md). * **What happens if no agent is available when a transfer is triggered?** With Agent and Group transfers, the caller is not dropped. The VoiceAgent holds the caller while it attempts the transfer, and if the agent or group doesn't answer, the caller stays with the VoiceAgent, which can take a message or try another option. For fallback routing to voicemail or an external number, use Transfer to Call Flow with a fallback branch in Call Flow Designer. *** *Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we’re here for you. ## Related topics - [VoiceAgent templates: After Hours AI Receptionist](https://help.cloudtalk.io/en/articles/15653481-voiceagent-templates-after-hours-ai-receptionist.md) - [VoiceAgent templates: AI Receptionist](https://help.cloudtalk.io/en/articles/14057883-voiceagent-templates-ai-receptionist.md) - [Getting Started with VoiceAgents](https://help.cloudtalk.io/en/articles/11053795-getting-started-with-voiceagents.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.