How AI Receptionist Works
AI Receptionist works by placing a smart answering layer behind your existing business phone number.
Customers keep calling the number they already know. You forward that number to the AI number assigned by CloudMySite. The AI answers the forwarded call, uses your approved setup, and decides whether to answer, take a message, transfer, or end politely.
Call Flow
- A customer calls your current business phone number.
- Your phone provider forwards the call to your AI number.
- The AI greets the caller with your chosen receptionist name, voice, tone, and greeting.
- The AI checks approved knowledge for a relevant answer.
- If the question is covered, the AI answers.
- If the question is missing or the caller asks for a person, the AI follows your fallback and transfer settings.
- Call history and usage update after calls are handled.
What The AI Number Is
The AI number is the CloudMySite/Amazon Connect forwarding number assigned to your setup. You do not normally advertise this number to customers. You use it as the destination for call forwarding.
Your current business phone number stays customer-facing. Your AI number is the behind-the-scenes answering destination.
Approved Knowledge Only
The AI is designed to answer from approved knowledge. This keeps the receptionist practical and reduces made-up answers.
Approved knowledge can include:
- business basics and service area
- hours and holiday notes
- services and appointment types
- FAQs
- pricing notes
- policies
- custom information
If the AI cannot find an approved answer, it should ask a follow-up question, take a message, transfer the caller, or end politely based on your fallback behavior.
Transfers
Live transfers require a transfer phone number. Before CloudMySite uses that phone for live transfer calls, the number must be verified by SMS code. This helps protect your account and prevents accidental or unauthorized transfer destinations.