CommunicationsInbound

Inbound Overview

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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 Inbound Tab

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 Inbound Agents, Directory, Action Library, and Data Extraction tabs

Inbound in the left sidebar

This is your command center for inbound calls!

Step 2: Giving Gail a Voice – Selecting their Persona

Gail isn’t just a bot; they have a voice and a personality! When you create or edit an inbound Agent in the Inbound Agents tab, you’ll have the option to choose the voice that best fits your Agent.

  • Choose Language: Select the voice that has the languages your Inbound Agent should speak (e.g., English, Spanish, etc.)
  • 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

Agent & Voice selection

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

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

Create Your Scripts (Inbound Agents Tab)

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

Script & Actions setup

Define Actions

Actions are specific tasks or goals Gail should accomplish during a call.

  • While creating or editing a script, click Add Action
  • Example Actions 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
    • Get Quote Information: For gathering common information needed to process quotes
    • Transfer Call: To connect callers with specific internal contacts or departments

Action with steps

By adding these actions, you’re giving Gail the context for different conversational scenarios, ensuring they know how to appropriately handle various caller needs.

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

Gail can’t transfer calls if they don’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. Review Our Directory Library: Check out our Directory Library to see if we have any third party carriers that you might work with so you can add them easily
  5. Verification: Double-check all phone numbers. An incorrect digit means a failed transfer, and we don’t want that!

Directory contacts list

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

For Gail to truly act as an intelligent receptionist, they need to be knowledgeable!

Knowledge Base (FAQs & Knowledge Tab)

  1. Go to the FAQs & Knowledge tab within an Agent in the Inbound Agent section
  2. Knowledge: This is where you can upload company documents like policy overviews, service guides, SOPs, or any other information Gail might need to reference. Gail 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. Gail being able to 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 & Knowledge setup

FAQs

Within your scripts, you can Agent specific FAQs. Create concise answers to common questions that each Agent might have to answer:

  • “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.

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: