Guide
What happens when an AI receptionist cannot answer a call?
What happens when an AI receptionist can’t answer: passing calls to a person, taking messages and handling emergencies.
What happens if it can’t answer
The AI can transfer the call to a nominated person or team, take a message with the details you need, offer a callback, send the caller a booking link, or end the call politely and notify the business.
For urgent or safety-related calls, the script should tell the caller to contact the right emergency service and notify the business immediately.
When to transfer to a human
Transfer when the caller asks for a person, the request is outside the approved knowledge, the caller is upset, the job is high-value or complex, or the AI is not confident. It is better to transfer than to guess.
Define who receives the transfer, what happens if they do not answer, and how the AI hands over the context.
When to take a message
Take a message when no one is available, the caller does not want to book yet, or the request needs a quote or site visit. Capture the name, number, suburb, job type, urgency and preferred callback time.
Send the message to the team by email, SMS or CRM, with a summary of the call.
Test what happens if it can’t answer
Call the AI and ask for a human. Ask a question the AI should not answer. Call after hours. Pretend the line is bad. See what happens.
A setup that only works for a perfect call is not ready.
Questions
Quick answers.
Can the AI transfer to my mobile?+
Yes, if the phone system supports it. Ask how the transfer works and what happens if you do not answer.
Does it take a message?+
Yes. A good setup captures the details you need and sends them to your team.
What about emergencies?+
The AI should tell the caller to contact 000 for an emergency, notify the business and avoid giving technical or safety advice.
Next step
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