Office Operations — How Your Front Desk Really Runs
Written By Maruf Ansari
Last updated 6 days 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.