AI Frontdesk: What changes when a new product is added
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Valid for: AI Receptionist, AI Chat Assistant, and AI Email Assistant (Momentum AI)
As soon as you add another product to your existing contract, you manage your assistants in a single interface, and they share a large part of their settings. For phone and chat, all sections except Language, Voice & Behavior then apply jointly; AI Email Assistant shares some of them and adds a section of its own. The addition becomes visible in several places: sections are added or renamed, additional buttons appear in the top right-hand corner, and the settings for the new channel become available. The extent of the changes depends on which product you have added.
The article AI Frontdesk: An overview of products, channels, and the user interface describes which sections and buttons are available.
If you have added AI Receptionist to your plan
If you only had AI Chat Assistant and then added the AI Receptionist to your plan, your interface will change, as it will now include everything related to phone calls.
Two sections now have different names. They are the same sections in the same place, but with a wider range of functions:
| Previously | Now |
|---|---|
| Assistant & Language | Language, Voice & Behavior |
| Email summary | Contacts, Call Forwarding & Email Summary |
- Under Language, Voice & Behavior, you can also specify the voice your assistant uses, how it greets callers, and how it behaves during calls. Under Contacts, Call Forwarding & Email Summary, you can add contacts to whom your assistant will transfer ongoing calls. The single address field for summaries has now been replaced by a contact list, which you can use to add multiple recipients.
- A new section has been added. Your AI Receptionist contract is on the Unlimited plan. This plan includes the API Integrations section, which allows your assistant to retrieve data from third-party systems such as a CRM or a ticketing system.
There are two additional buttons in the top right-hand corner. Next to Save, you will now find:
- Go live – here you specify how callers reach your assistant. Once you have completed the dialog behind it, the button is labeled Activated. Your assistant can already be reached on its own phone number; the dialog mainly helps you to forward calls from your existing business number to it, if you wish. You can find out how to do this in the article AI Frontdesk: Routing calls to your assistant.
- Test Call – the green button calls your assistant via your browser. As soon as you have made any changes, it changes to Save & Call and saves your changes at the same time.
Other changes:
- Under Phone AI, you will now find your call settings. This tab in the Language, Voice & Behavior section previously only offered the option to add this product. Now, you can specify which voice your assistant uses and how it behaves during a phone call.
- Your website widget now also offers voice calls. A new Channels section has been added to the Website Widget section for this purpose. Here, you can choose between Call only, Chat only, and Chat and call.
- Your appointment booking now also works over the phone. If you have linked a booking tool in the Appointment Booking section, your assistant will now also accept appointments during phone calls. You do not need to reconfigure anything for this.
If you have ordered AI Chat Assistant as an add-on
If you had only used AI Receptionist and then added the AI Chat Assistant to your plan, not much will change for you: the sections will retain their names, and the buttons in the top right-hand corner will remain the same.
- In the Language, Voice & Behavior section, you now select the channel. Previously, this section contained only the settings for your phone calls, listed directly one below the other. Now, each of two blocks has a bar above it with the tabs Phone AI and Chat AI: under Phone AI, you will find your existing fields as before; under Chat AI, you will find the new fields Chat greeting, Suggested questions, and Chat behavior. You can read about how this section is structured in the article AI Frontdesk: Customizing language, voice, and behavior.
- Your website widget now also offers text chat. If your contract includes the Website Widget section, a Channels section will be added there. In this section, you can choose between Call only, Chat only, and Chat and call.
- On the smallest phone plan, the Appointment Booking section is added. If you use AI Receptionist on the Flex plan, AI Chat Assistant also provides you with the Appointment Booking section. Your assistant will then accept appointments via both channels, including during phone calls. With the AI Receptionist Flex Pro plan or higher, your contract already includes this section.
Note
If you were unable to add the AI Chat Assistant to your existing contract and have instead ordered it as a separate contract, nothing will change in your current interface. You will then manage two separate assistants, each with its own interface. To find out what options are available to you, please read the article AI Frontdesk: Adding additional products or changing your plan.
If you have ordered AI Email Assistant as an add-on
You have previously used AI Receptionist, AI Chat Assistant, or both. With AI Email Assistant, your assistant also answers emails, and your interface gains a few new elements for this purpose.
- A new section has been added. Under Settings, you will now find the Email assistant section. As long as you have not connected a mailbox, it only shows the selection of email providers. Connecting a mailbox is your next step, because the assistant does not process any emails without one. You can find out how to do this in the article AI Frontdesk: Connecting and managing your email account.
- There is an additional button in the top right-hand corner. Use Test email to try out how your assistant would reply to an inquiry. For details, see the article AI Frontdesk: Testing replies with a test email.
- Your emails now also appear under Conversations. They have their own Email tab next to Calls or Chats. You can find out what it shows in the article AI Frontdesk: Viewing call history.
- The new channel shares some settings with the existing ones. Your company knowledge and your inquiries also apply to emails, as do the Time zone, Form of address, and Assistant name from the Language, Voice & Behavior section. You configure all other email settings – for example, which emails your assistant answers, its signature, and its writing style – in the Email assistant section. The knowledge it learns from your emails there applies to emails only. You can find out how to get started in the article AI Frontdesk: Setting up email response behavior.