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9bx user guide

PBX & Call Center

AI receptionist

A virtual receptionist that answers calls in the caller's language, answers from your knowledge base, and hands over to people when it should.

Contents

What it is for

The AI receptionist takes the first part of a call: greets, understands the request, answers common questions, takes messages, books callbacks and transfers to a person.

Who can use it

Users with the AI receptionist permission. It needs:

  • AI switched on for the platform (an administrator at 9bx controls this, and it may not be available in your workspace yet),
  • 9bx AI turned on for your workspace or your own AI provider, chosen in AI settings,
  • AI minutes remaining for the month if you use the 9bx engine.

Where to find it

Phone → Setup → AI receptionist

The screen explained

Tabs: Receptionists, Calls, Live, Knowledge. The list shows each receptionist with On/Off, Ready or Needs setup, Languages, calls today and AI minutes this month. New receptionist creates one.

The editor has five tabs:

Tab Settings
General Name, Answer calls (switch on only after the fallback is set), and a readiness check: a fallback destination, a voice for each language, and available engines. How it speaks holds your Instructions: tone, what the company does, what it must never promise.
Languages Bangla and English are always available; add others. Default language, Which language a call starts in (from the IVR choice only, detect from the first thing the caller says, or always the default), Greeting in {language} and Voice.
Actions What it may do: Answer questions (from the knowledge base), Transfer the call (only to the listed Transfer targets), Take a message (creates a ticket), Look the caller up, Book a callback, Send a text afterwards (SMS, WhatsApp or Telegram, at most twice per call), End the call. Fallback destination is where the call goes when the receptionist cannot help or the caller presses 0.
AI Which AI it runs on (9bx AI or your own provider, and your own voice keys) is set once for the workspace in AI settings; the editor shows Open AI settings.
Limits and privacy Longest call, Most exchanges, Wait for the caller, Record the call, Keep the transcript (word for word, redacted, or not at all), Hide numbers and e-mail addresses from the language model, Delete calls after N days.

The Calls tab lists calls it handled with Language, Result (In progress, Completed, Sent to fallback, Failed), Exchanges, Minutes, Cost, the transcript and Actions taken. Live shows calls happening now.

Tasks

Create a receptionist for after-hours

  1. Open AI receptionist and press New receptionist.
  2. On General, name it "After hours" and write short instructions.
  3. On Languages, add a greeting for Bangla and English and pick voices.
  4. On Actions, turn on Answer questions, Take a message, Book a callback, and set the Fallback destination to voicemail.
  5. Check the readiness list; then switch on Answer calls and Save.
  6. Make it the destination for after-hours on an inbound route, an IVR key or a call-flow node.

Example scenario

At night a customer of Padma Net Support calls to say the internet is down. The receptionist asks for the area, checks the knowledge base, creates a ticket, and says a technician will call at 9:00.

Tips

  • Keep instructions short.
  • Set the fallback before anything else.
  • Use Calls to read transcripts weekly and improve the knowledge base.

Troubleshooting

Problem Fix
"AI is switched off for the platform right now." Not available yet. Contact 9bx.
"This month's AI minutes are used up." Calls go to the fallback until next month, or choose your own provider in AI settings.
"No speech or language engine is set up yet." Choose the AI in AI settings.
Cannot delete a receptionist A number, menu or flow still sends calls to it.
It will not answer Answer calls is off or the readiness check failed.