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Configure the Nexus receptionist

Last updated July 23, 2026

The Nexus receptionist can answer inbound calls, follow your approved service guidance, help gather booking details, and route callers. Use a clear greeting and conservative instructions so customers receive a consistent experience.

Before you begin​

Complete Phone Service setup. Review Job Types, Business Units, scheduling availability, and company hours. The AI CSR tab appears when the Nexus receptionist is available.

Open the receptionist settings​

Go to Settings → Communications → Phone Service → AI CSR.

  1. Review whether the receptionist is active.
  2. Read the current greeting and instructions before editing.
  3. Review scheduling and routing choices.
  4. Note any number-level overrides that may change behavior for a specific line.

Keep instructions specific to the services and booking choices your team can actually fulfill.

Write the greeting and conversation guidance​

  1. Open the greeting editor.
  2. Enter a short greeting that names the company and offers help.
  3. Open the conversation-instructions area.
  4. Explain the services the receptionist may discuss.
  5. Add the questions that should be asked before booking.
  6. Add clear handoff situations, such as emergencies, billing disputes, or a caller asking for a person.
  7. Avoid promises about price, arrival, or availability that Nexus cannot confirm.
  8. Save the changes.

Configure scheduling behavior​

  1. Open the scheduling section.
  2. Choose whether the receptionist may help book work.
  3. Select the allowed business units and job types when those controls are shown.
  4. Review the customer and location details that should be collected.
  5. Choose how appointment availability should be presented.
  6. Set any rules for leads or requests that should not become a booked job.
  7. Save the scheduling settings.

If a job type is not available, review its business unit availability and the team's booking schedule.

Configure routing and number overrides​

  1. Choose the default handoff or fallback destination.
  2. Select voicemail, a department, staff, or another supported route.
  3. Save the company-wide receptionist setup.
  4. Open Phone Numbers.
  5. Open a line's three-dot menu.
  6. Use AI Routing Override only when that number should behave differently.
  7. Save the number.

Use number-level overrides sparingly so the team's call behavior remains predictable.

Test the receptionist​

  1. Call an enabled company number.
  2. Ask about a common service.
  3. Try a booking request with a real demo customer scenario.
  4. Ask for a person to test the handoff.
  5. Test a question that should not receive a definite answer.
  6. Review the result and revise the instructions.

What happens next​

Enabled lines can use the saved receptionist behavior. Re-test after changing Job Types, hours, call routing, or scheduling rules.

Troubleshooting​

The receptionist offers the wrong service​

Review the conversation instructions and selected job types. Remove ambiguous wording and confirm the Job Type is attached to the correct business units.

The receptionist cannot offer an appointment​

Review active technicians, shifts, arrival windows, and booking availability. Test the same request in New Job.

A caller cannot reach a person​

Review the receptionist fallback and the number's AI Routing Override, then test the destination in Call Center.