Call Scenarios (also called Skills) help your AI receptionist handle special call situations the same way your team would.
Instead of writing every rule into one long instruction box, you create a separate guide for each situation: one for pricing questions, another for booking requests, another for complaints, and so on. Each one is used only when a call matches it, which keeps your main instructions short and your receptionist more reliable.
Which plans include it
Call Scenarios / Skills are included with Growth and higher web plans, and with PRO in the mobile app. They are created and edited in the web dashboard, so mobile PRO subscribers can sign in on the web with the same account to set them up. On other plans, the section shows a locked notice with upgrade options. If you change to a plan without this feature, your existing skills stay visible but can't be edited.
When to use Call Scenarios
Use a scenario when the receptionist needs to follow a specific process for a certain kind of caller. Good examples:
A caller asks for pricing, an estimate, or a quote.
A caller wants to book, reschedule, or cancel an appointment.
A customer is upset and needs a careful response.
A member wants to cancel, pause, or update their membership.
A delivery driver, employee, or vendor calls and should be handled differently.
A caller asks about a policy that has exceptions.
You usually don't need a scenario for simple facts such as your address, hours, or a short list of services. Those belong in your Business Profile or Knowledge Base. And don't split one simple job into many tiny scenarios. Too many small scenarios can make the receptionist less sure which one to follow.
How to add a scenario
Open Receptionists in the left sidebar and select your receptionist.
Open the Scenarios / Skills section.
Click Add Skill.
Optionally click an example under Start from an example (Pricing request, Booking request, or Complaint) to fill in a starting draft.
Fill in the three fields described below.
Leave Use on calls on to use it right away, or turn it off to keep it as a draft.
Click Create Skill.
The three fields
Skill name
A short name your team will recognize (up to 80 characters). Examples: Pricing and quotes, Membership cancellations, Complaint or issue, Vendor or delivery call.
Activate when
One simple sentence describing the caller's situation (up to 280 characters). This helps the receptionist decide whether the scenario applies. Examples:
Caller asks for price, cost, estimate, quote, or package options.
Caller wants to cancel, pause, or ask about a membership.
Caller is upset about service quality, damage, billing, or a bad experience.
What should the receptionist do?
The steps you want the receptionist to follow, up to 6,000 characters. Plain text with short bullet points works well. Include:
What to say first.
What information to collect.
What not to promise.
When to transfer, take a message, or have your team follow up.
Any exceptions or edge cases.
How it works during a call
When a caller's situation matches a scenario, the receptionist follows that guide. If nothing matches, it continues with its normal instructions. Callers never see your scenario names or notes. They only hear a natural response.
Example: pricing or quote request
Skill name: Pricing and quotes
Activate when: Caller asks for price, cost, estimate, quote, or package options.
What should the receptionist do?
First, ask what service or package the caller is interested in.
If pricing depends on size, location, or condition, collect those details before giving a range.
If exact pricing needs a team member, say: "I can collect the details and have someone send you an accurate quote."
Collect name, phone number, and preferred contact method.
Do not promise discounts or final pricing unless they are listed here.
Example: complaint or unhappy customer
Skill name: Complaint or issue
Activate when: Caller is upset about service quality, damage, billing, wait time, or a bad experience.
What should the receptionist do?
Start by acknowledging the issue: "I'm sorry that happened. I'll take the details and make sure the right person sees this."
Collect the caller's name, phone number, date of the visit, and what happened.
Ask what outcome they are hoping for.
Do not admit fault or promise refunds or compensation unless your policy says so.
If the caller is very upset, offer a callback from a manager.
Example: membership change or cancellation
Skill name: Membership cancellations
Activate when: Caller wants to cancel, pause, update, or ask about a membership.
What should the receptionist do?
Ask whether they want to cancel, pause, update payment, or ask a question.
Collect the member's name, phone number, email, and any account details your team needs.
Explain the next step clearly: "I'll send this to our membership team so they can review your account and follow up."
Do not say the cancellation is complete unless your business allows the receptionist to complete it.
Include any required notice period or policy here.
Tips for better scenarios
Keep each scenario focused on one situation.
Start with your most common caller situations.
Use the words callers actually say, like "price," "quote," "cancel," "refund," or "book."
Write the exact first response when tone matters.
Be clear about what the receptionist can promise and what needs human follow-up.
Turn on only the scenarios you're ready to test, then make a test call with Talk to on the receptionist's page.
Drafts and order
A scenario with Use on calls turned off stays saved as a draft and isn't used during calls. You can drag scenarios to reorder them. Put the most important or most common ones first.