# What happens on a call Help Center · Calls and handoffs · Updated 2026-10-04 **In short:** Your receptionist greets the caller, answers from what it knows about your business, takes their name and number, books if a calendar is connected, passes them to a person when needed, and sends you a summary. 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](/help/integrations/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](/help/calls-and-handoffs/hand-calls-to-a-person). ## 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](/help/calls-and-handoffs/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](/ai-receptionist). ## Frequently asked questions ### Will callers know they are talking to AI? By default it says it is a virtual assistant upfront. You can choose to have it say so only when asked. It never claims to be a person. ### Does it answer after hours? Yes. It answers around the clock, and knows from your business hours whether you are open or closed. ## Related articles - [Hand calls to a person: your team or GH Live agents](https://vocenya.com/help/calls-and-handoffs/hand-calls-to-a-person) - [Call summaries and notifications](https://vocenya.com/help/calls-and-handoffs/call-summaries-and-notifications) - [Teach it your business](https://vocenya.com/help/getting-started/teach-it-your-business) - [Languages](https://vocenya.com/help/calls-and-handoffs/languages) --- Source: https://vocenya.com/help/calls-and-handoffs/what-happens-on-a-call Vocenya, powered by GH Business Solutions. Start a free trial: https://vocenya.com/register