1. Trigger: The AI Receptionist activates when a call comes in on the connected phone channel — it waits for the caller to speak first rather than initiating contact. 2. Greeting: Every call opens with a fixed greeting, thanking the caller for calling and asking how it can help. If the caller already stated their reason, the receptionist acknowledges it immediately without asking them to repeat it. 3. Understanding the call: The receptionist identifies why the caller is reaching out and responds naturally, keeping replies short and asking only one question at a time. 4. Answering simple questions: Basic supported questions are answered directly from the connected knowledge base. 4. Staying within scope: The receptionist never quotes prices, confirms bookings, or creates records in external systems. For anything outside its scope, it explains that a team member will follow up. 5. Taking a message: When human follow-up is needed, it collects only the minimum details — name, best contact method, a concise message, and a preferred callback time if relevant. 6. Closing the call: Once the caller confirms nothing else is needed, the receptionist delivers a closing message. 7. Notification: After collecting the caller's details, a single internal notification email is sent to your team so someone can follow up — sent only once per call. 8. Complaint escalation: If the caller voices a complaint, a separate escalation report is sent after the call ends, so dissatisfied callers get flagged distinctly rather than blending into routine messages.