Inbound Overview

Mastering Inbound Calls with Gail

Setting up Gail as your receptionist will transform your inbound call handling. With Gail as your AI receptionist, your agency, bank, or lending institution can provide seamless, intelligent, and always-available support for every inbound call. This guide will walk you through the essential steps to configure Gail to handle calls, direct inquiries, and provide information just like a human team member—but 24/7!

Step 1: Navigating to Your Receptionist Hub

All the magic for your inbound call management happens in one central place within your Gail portal.

1. On the left-hand side of your portal menu bar, click on the Inbound tab
2. Within this section, you’ll find the Receptionist, Handbook, Directory, and Knowledge tabs

This is your command center for inbound calls!

Step 2: Giving Gail a Voice – Selecting Her Persona

Gail isn’t just a bot; she has a voice and a personality! When you create or edit a script in the Handbook tab, you’ll have the option to choose the voice that best represents your brand.

• Choose Language: Select the language Gail should speak (e.g., English, Spanish, Spanglish)
• Pick a Voice: Browse through the available voice options. You can preview them to find the one that sounds most professional, friendly, or authoritative for your callers. This ensures Gail matches your brand’s tone

Step 3: Crafting the Conversation – Scripts, Use Cases & Conversational Scenarios

This is where you teach Gail what to say and what to do during a call.

Create Your Scripts (Handbook Tab)

1. Go to the Handbook tab within the Inbound section
2. Click New Script to create different conversational flows. You’ll likely want at least two main scripts:
   • Business Hours Script: For when your office is open and actively taking calls
   • After-Hours/Holiday Script: For when your office is closed, guiding callers on next steps (e.g., leave a message, visit website, emergency contact)
3. Within each script, define the Greeting, Goodbye, and any Fallback messages (what Gail says if she doesn’t understand)

Define Use Cases

Use Cases are specific actions or goals Gail should accomplish during a call.

• While creating or editing a script, click Add Use Case
• Example Use Cases for a Receptionist:
  • Take a Message: For when a caller wants to leave a voicemail or have a message forwarded
  • Schedule an Appointment: If you want Gail to book meetings directly into your calendar
  • Provide Information: For answering common questions directly (often linked to your FAQs)
  • Transfer Call: To connect callers with specific internal contacts or departments

By adding these use cases, you’re giving Gail the context for different conversational scenarios, ensuring she knows how to appropriately handle various caller needs.

Step 4: Your Roster – Managing the Directory with Internal & Third Parties

Gail can’t transfer calls if she doesn’t know who to transfer them to! The Directory tab is crucial for this.

1. Go to the Directory tab within the Inbound section
2. Add Internal Contacts: Input the names and phone numbers of your team members, departments, or extensions. Make sure these numbers are accurate!
3. Include Third-Party Contacts: Do you often need to transfer callers to a specific carrier’s claims department or a trusted partner? You can add those numbers here too! Just label them clearly so Gail knows who’s who
4. Verification: Double-check all phone numbers. An incorrect digit means a failed transfer, and we don’t want that!

Step 5: Gail’s Brain – Uploading Knowledge, FAQs & Data Extraction Tools

For Gail to truly act as an intelligent receptionist, she needs to be knowledgeable!

Knowledge Base (Knowledge Tab)

1. Go to the Knowledge tab within the Inbound section
2. Upload Documents: This is where you upload company documents like policy overviews, service guides, SOPs, or any other information Gail might need to reference. She can analyze these documents to provide accurate answers
3. Data Extraction Tools: For more advanced setups, Gail can utilize data extraction tools to pull specific information from documents or integrate with your CRM for real-time client data. While this is often configured by our technical team, knowing that Gail can do this means she can offer incredibly personalized and informed responses—like “Yes, Mr. Smith, your policy XYZ covers that” by pulling data directly

FAQs

Within your scripts, you can link directly to a library of Organization FAQs. Create concise answers to common questions:

• “What are your business hours?”
• “How do I file a claim?”
• “What types of insurance do you offer?”

Gail can quickly retrieve and speak these answers to callers.

Step 6: The Timekeeper – Setting Your Business Hours (CRITICAL!)

1. Go to the Knowledge tab within the Inbound section
2. Set Your Business Hours: Clearly define your operating days and times, ensuring the correct timezone is selected
3. Update Holiday Hours: Don’t forget to use the Holiday Editor to mark specific days your business will be closed

Why Accurate Business Hours Are NON-NEGOTIABLE

• Correct Script Execution: Gail relies on your business hours to decide how it should respond to inquiries
• Intelligent Transfers: If a caller asks to be transferred to an internal contact, Gail will check your business hours. If your business hours are not set or are inaccurate, Gail won’t know if it’s appropriate to attempt a transfer to a directory contact. She might try to transfer someone after hours, or tell someone the office is closed when it’s actually open, leading to frustrated callers and missed connections
• Accurate Information: Gail uses business hours to answer direct questions like “What time do you close today?” If this isn’t updated, her answers will be incorrect

Next Steps

By following these steps, you’ll empower Gail to become an indispensable member of your front-office team, delivering exceptional service and intelligent call handling around the clock!

Explore the other sections to dive deeper into specific features:

• Data Extraction
• Directory Management
• Use Cases