Conversations
The Conversations page collects every interaction your receptionist handles. It has these tabs:
- Conversations: every call and website conversation.
- Messages: callback requests and voicemails left by callers.
- Quote requests: requests for jobs without a fixed price. See Quote requests.
Questions your receptionist could not answer are collected separately in FAQ.
Conversations
Each conversation includes the full transcript, the start time, duration, and receptionist, and outcome labels:
Intent and priority
After each conversation, Reception.ai labels it with a short intent, such as “Roof Leak Repair”, and a priority:
A situation that has already been made safe is urgent or normal, not an emergency.
Filters
Filter conversations by date, receptionist, outcome (new client, new appointment, message, or unanswered question), status (successful, failed, or unknown), and channel (phone or web).
Review conversations regularly to verify your receptionist’s answers and find patterns that suggest new rules, procedures, or knowledge base updates.
Messages
When a caller wants a callback or asks to leave a message, the receptionist records it with a priority level. Messages come from phone calls and website chat.
Each message shows the caller’s words, a short handover note from the receptionist, and the caller’s number. Numbers typed in chat are marked as shared by the caller, since they cannot be verified.
Messages are linked to a client automatically when the caller’s phone number is usable. From each message you can:
- Open contact or Create contact
- View conversation
- Mark as read or Mark as unread
- Delete message
Filter messages by priority, read state, and date. The Conversations item in the sidebar shows the number of unread messages, highlighted in red when any are emergency or urgent.