What is Call Handling?
Call Handling is a set of simple on/off switches that decide what your receptionist asks callers about and what it tries to do on every call. These are not just questions — each switch is a goal you set for your receptionist. On every call it will do its best to accomplish the goals you turn on. It is best effort, not a guarantee, but the receptionist will always try.
On the web dashboard this is called Call Tasks; in the mobile app it is called Call Handling — it is the same feature.
The four groups
Collect Information — basics like the caller’s name and phone number.
Understand the Call — why they’re calling, how urgent it is, and what they need.
Take Action — things like booking an appointment, taking a message, or sharing details.
Custom Tasks — your own goals for anything specific to your business.
Turn goals on or off
Open your receptionist’s settings
Go to Call Handling (mobile app) or Call Tasks (web dashboard)
Turn on anything that matters for your business, and leave off anything that doesn’t
Changes save automatically and apply to your next call
Add your own goal
In the Custom Tasks group, tap Add Custom Task
Describe in plain words what your receptionist should do or ask (for example: “Ask which location they want to visit”)
Save — it becomes a new switch you can turn on or off anytime
Good to know
Fewer, focused goals work best — a short, clear list helps your receptionist handle calls well.
Best effort, not guaranteed — your receptionist will always try to meet each goal, but some callers won’t cooperate or won’t have the answer.
Your receptionist focuses on these goals during the call — if a caller hangs up or won’t share something, that goal is simply left undone rather than forced.