Hi , and welcome to your VoiceAI Employee.

You have been sent this as part of your DigiSyncro AI setup. If you are not going to use Voice AI, then you do not need to complete this form at this stage.

This form has been set up to align to the information typically required to converse in your Business. It is not specific to any Industry.

There are 11 sections to complete so we can configure your AI Employee. It may take some time, but the more detail you provide now, the faster we can activate and test it for you.

Please be as detailed as you can — the more complete your answers, the quicker we can get your AI Employee live and running smoothly.

Saving Your Progress

If you’d like to pause and continue later, just click Save & Continue at the bottom of the page. We recommend you do this often to avoid losing the work you have completed.

When you click it a new page will appear with a unique link. When you’re ready to continue, simply click the link, and you’ll return to exactly where you left off.

You can also copy the link, or enter your email address to have it sent to you. The link will stay active for 7 days, so you can come back and finish at any time.

For now, when you’re ready, click Next to begin.

Let's set up your VoiceAI Employee. Firstly let's give it a name, then add some character and give it some basic rules by making your selection from the choices.

To reduce complaints, we suggest letting callers know they’re speaking with a digital/AI receptionist. This can be done softly (e.g. “digital receptionist”) or directly (e.g. “AI receptionist”).

When greeting or if asked directly, should : (choose one)

When should answer calls?

Now we need details of your business and the key contacts for each area that will use.

Let's start with the key info. Remember this information will be used by in conversation, so think of how you would say each of the responses. eg Your address won't be your technical address, it's the one you would tell someone if they asked you. (for local calls you wouldn't say the state and postcode).

If you are a 24/7 business and available at any time please select YES.

Otherwise select NO and then select Yes for all the days you are open and fill in the times your team are available for calls or bookings.

They are prefilled for 8:30 am to 5:00pm. Change them as needed to your times.

If you are not open on a day select No.

Your Business Main Phone Number will be diverted to so it can take calls. This means you cannot use that number in any of your contacts in the next steps.

eg If takes a call it will be from your main number. If you then transfer a call to that number it will loop back to .

You can also NOT use extensions after the main number for your contacts. It has to be a full number. eg 02 1234 5678

You may need to consider more numbers if you don't have them already. We can assist with that.

Here's an example of what is happening...
Tip: Please include area codes for landlines.

To continue please enter your main Business Number.

This is the person that all general enquiries will be sent to for after hours calls. Minimum required is an email. If they have a mobile enter that also.

Routing Destinations & Fallbacks.

This section is about setting up the roles can transfer calls to, take messages or send an SMS or Email.

This page lists the most common roles (Manager, Reception, Sales, Accounts). If you don’t see a role that fits, you’ll be able to create custom roles in Step 6.

• Select Yes for any roles that apply to your business, and enter their details. Only complete the relevant fields. eg if you will only ever send an email leave the other fields blank. The same applies for phone and/or SMS.
• If a role doesn’t apply, select No.

Later, when we set up call scenarios (e.g. order update, new booking, invoice query), you’ll simply choose which role each type of call should go to.

Please note that only the roles you select and enter details for will appear later when completing your actions in the scenarios. eg. If you do not enter an email then that role will not appear in the Send an Email list option. The same applies for a person being requested or a returned call so remember to include them as well. If you will not ever send an email to a role, but you will send an SMS or transfer a call, leave the email empty.

Remember phone numbers can NOT be the main number you entered on the last step. They must be unique. If you don't have a number yet for a role but will require one just enter "TBA" in the phone field to advise us and we will adjust it later when they are set up.
Now select each role and enter their details as needed.

Here you can add any extra roles that weren’t listed on the previous page.

For example, you might want calls routed to a Mechanic, Workshop Supervisor, or Accounts.

If you select Yes, you’ll be asked for the contact details (name, phone, email, SMS) so knows exactly where to transfer calls or send messages.

Now list any other team members that you would like to forward a call to if they asked specifically by name.

These are any additional to those you have already setup previously.

Remember each call forward is an action and there are only 15 in total.

This section will require a fair amount of thinking and is critical to having forward calls and take details/messages.

ACTIONS
We use ‘Actions’ to forward calls and take enquiries. You need to select what 15 actions you would like to take.

There are 2 choices for each action. Each choice uses 1 action:


You are limited to 15 actions in total. We suggest 1 Action allocated to handling a caller when they are returning a call from your business. This way they are always transferred to a team member preventing the never-ending cycle of leaving messages. This leaves 14 other actions to choose from.

LIVE TRANSFER
When you select Live Transfer we will forward the call based on their enquiry to the relevant team member. To do this, we need you to provide a direct line to the team member. You cannot use your main line as a Live Transfer as will answer the call on the main line.

Call transfers will ONLY happen during your nominated business hours. After hours, you will need an additional action to take the enquiry if you want to take a detailed booking or request. Otherwise, it will be captured as a general enquiry after hours.

Important: When using Live Transfer, you should have your team set up Voicemail on their phone, or alternatively you can have the call ring on other phones if they don’t pick up within a number of rings. Otherwise the transferred call with ring out. Alternatively, you can have the call forwarded back to to take a message – this is an additional $100 per month as it requires a second AI agent to be setup to take messages and forward notifications to the relevant team member.

NOTIFICATIONS
If you choose for to take the enquiry, we use an action to notify you or a specific team member. These notifications can be sent via email and/or SMS.
This is how they look.

Email
Hi, has taken a call from someone wanting a quote or job update.
Caller Name: Ben Jones
Phone: 0437 888 999
Vehicle Make/Model/Year: 2023 Ford Transit
Rego: 323JG2

The user inquired about the progress of a job for a van associated with ZXY Plumbing. The agent collected the user's name and registration number and assured the user that the team would follow up with an update.

SMS
Hi, has taken a new booking request.
Caller Name: Shannon Smith
Phone: 0408 999 999
Vehicle Make/Model/Year: Mazda 3
Rego: 605GF7
Preferred Date/Time: Friday, 26 September in the morning


NEXT STEP
When you’re ready, click Next to start creating your scenarios. Remember to use Save & Continue regularly so you don’t lose your work.

This is where you select what should do in each situation.

Firstly you need to decide if you want each scenario. Tick the box if YES. Leave blank if NO.

Then select what actions you would like to take. You can either choose to have Live Transfer each call to the relevant person in your business, OR, can take the enquiry and send a notification to the relevant person, or team in your business.

Then from the dropdown which will display the roles/contacts you entered earlier, select who to Live Transfer to, OR select who to Email/SMS to.

Only the roles you entered information for will display. eg a phone number.
If you realise you need that action for a role, you can go back to the contacts section (Save & Continue first) and add that detail. Otherwise choose a position.

You can select as many scenarios as you like. Each scenario however can have only one action. If you do not want a scenario, just select NEXT to move to the next page.

These are common/general actions that are typical of your business.

Think about things your customers or other people that call your business ask for.

Do you have other scenarios that you believe are important to your business?

A summary and transcript can be emailed to you.
Summaries, Transcripts and Call Recordings (if enabled) are available in DigiSyncro.

This information can also be used to set up your Chat AI Assistant that can be included on your website and other social platforms. Do you want to set up the Chat AI Assistant?
If Yes then select which media (multiple) you want the Chat AI included on.
If none select No.

Well for now that's all we need. Is there anything else you can think of that we need to know to get working for your business?