Office Operations — How Your Front Desk Really Runs
Written By Maruf Ansari
Last updated 3 months ago
This is the first step of Stage 2 — Agent Training Info. Office Operations is where you tell the Agency how your front desk actually runs day to day, in your own words. The AI receptionist is trained on these answers, so the more real detail you share, the closer the agent will sound to your best receptionist.
How it works
You'll answer 5 short questions about how your front desk handles calls.
Each question can be answered by voice recording (tap the mic — it transcribes automatically) or by typing in the text box.
Voice is usually faster and captures nuance — tone, phrasing, edge cases — better than typing.
You can re-record or edit the transcript before moving on.
What the 5 questions cover
Customer Handling — walk through what happens when a customer calls to schedule an appointment: what details you collect and how you introduce or recommend your services.
Call Volume & Staffing — beyond common requests (appointments, refills, etc.), what other types of calls does your team handle?
Front Desk Workflows — which questions or requests should never be answered without checking with a designated person first (pricing exceptions, approvals, refunds, custom requests).
Difficult Situations — the toughest callers your team deals with (angry, confused, repeat callers, billing disputes) and the language / approach that works.
Call Volume & Staffing — who are the toughest customers your receptionists deal with, and how does your team handle them? Share real scenarios — angry, confused, repeat callers, billing disputes — and the language/approach that works.
Tips for great answers
Talk like you're training a new receptionist on day one — examples, edge cases, exact phrases.
Mention the details you always collect (name, DOB, reason for visit, insurance, etc.).
Call out anything that must be escalated to a human — the agent will follow those rules exactly.
Share the lines that work for tough calls — the agent will reuse your tone.
Why this matters
Locations, integrations and telephony configure what the agent can do. Office Operations shapes how the agent sounds and behaves. Skipping it — or answering in one-liners — leaves the agent generic. Detailed answers here are the single biggest lever you have on call quality.
Frequently Asked Questions
Do I have to answer all 5 questions?
Do I have to answer all 5 questions?
You can move forward without answering every one, but the more you answer, the better trained your agent will be. Skipping questions usually means the Agency has to come back to you during the Kickoff Call to fill the gaps.
Should I record or type?
Should I record or type?
Recording is recommended. It's faster, and voice captures pauses, phrasing and nuance that typed answers miss. The transcript is created automatically and you can edit it before saving.
Can I re-record or edit an answer later?
Can I re-record or edit an answer later?
Yes. Use the Re-record button to replace a voice answer, or edit the transcript text directly. You can also come back to this step any time before submitting Stage 2.
Who listens to my recordings?
Who listens to my recordings?
Your recordings and transcripts are used by the Agency team training your agent. They aren't shared with callers.
What if my front desk workflow changes later?
What if my front desk workflow changes later?
Once your business is live, the Agency can update the agent's behavior from the Business Portal — no need to re-do onboarding.
More in Agent Training Info & Integration Credentials
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