Call Handling Setup
Call handling tells AI Receptionist what to do when a caller asks a question, requests a person, or needs follow-up.
Call Mode
Choose one of the main call modes:
| Mode | Use When |
|---|---|
| Answer all calls | You want the AI to answer every forwarded call. |
| After-hours only | You want the AI to answer outside your posted business hours. |
Your phone provider controls which calls are forwarded. CloudMySite controls how the AI responds after a forwarded call reaches the AI number.
Fallback Behavior
Fallback behavior is what the AI does when it does not have an approved answer.
Common options:
- ask again
- take a message
- transfer to human
- end call politely
For most businesses, Take a message is the safest first choice. It prevents the AI from guessing and gives your team a clear follow-up item.
Transfer Phone
The default transfer phone is the mobile number or staff number that should receive live transfer calls. Use international format, such as +19725559876.
Before live transfers use this number, CloudMySite requires SMS verification. Check the SMS consent box, send the code, and enter the 6-digit code. Codes expire after 10 minutes.
Transfer Keywords
Transfer keywords help identify calls that should go to a person. Examples include:
- owner
- manager
- urgent
- complaint
- sales
- support
- appointment
Keep keywords simple. Add words callers are likely to say out loud.
Message Taking
Turn on Take messages if callers should leave a name, phone number, and reason for calling when the AI cannot answer or transfer. This is helpful for missed appointments, quote requests, after-hours calls, and uncertain questions.