What happens on a call

Here is what your Vocenya receptionist does from the moment a call comes in.

1. It answers with your greeting

It answers 24 hours a day, every day, in your business's name. It knows your local time and whether you are open or closed right now.

2. It says it is a virtual assistant

You choose when, on the Receptionist page under Language & AI disclosure:

• Say it's a virtual assistant upfront (recommended, and the default).
• Only say it's AI if the caller asks.

Either way, it always tells the truth when asked and never claims to be a person.

3. It answers questions

It answers only from what you taught it: your services, prices you marked OK to quote, hours, service area, FAQs and policies. If it doesn't know, it says your team will follow up. It never agrees to refunds, discounts or arrival times you haven't given it.

If a caller describes a life-threatening emergency, it tells them to hang up and call 911.

4. It takes the caller's details

It asks for the caller's name, callback number and what they need. It reads the number back to check it. Each caller it takes details from shows on the Callers page.

5. It books, if you connected a calendar

With a calendar or booking tool connected, it checks your open times, offers two or three, confirms the details and books. If booking fails, it takes the details instead. Connect your calendar.

6. It passes the caller to a person, when needed

When a caller asks for a person, is upset or has an emergency, it can transfer them to a GH Live agent, your team or your transfer number. It only offers this when someone can actually be rung. Otherwise it takes a message and promises a callback. How handoffs work.

7. It handles spam

It may politely end obvious sales pitches, robocalls and surveys, and mark them as spam. It never marks a customer, supplier or job applicant as spam, or anyone it is unsure about. A spam call sends you no alert, and the number is added to your blocked callers. You can undo that on the call's page with Not spam.

To block a number yourself, open Calls, then Blocked callers.

8. You get a summary

When the call ends, you get a short summary by app notification and email. Call summaries and notifications.

Good to know

• A call with your receptionist can last up to an hour.
• Calls are listed on the Calls page, with the summary and transcript. Recordings play on plans that include them.
• Only the AI receptionist's part of a call is recorded. Vocenya does not play a "this call may be recorded" message. Check what notice your state requires and add it to your greeting if needed.

See it from the caller's side: how the AI receptionist works.