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Overview

Two cards on your receptionist’s Settings tab decide what it knows and what happens after each call:
  • What (name) knows — “Guidance and answers used while handling calls.” This card holds the guidelines and FAQ answers your receptionist draws on, plus a Research My Website button that fills them in from your website automatically.
  • Post-Call Summary — “Send the call summary automatically after this receptionist finishes a call.” Toggle on an Email and/or SMS summary, delivered to your team or the caller once the call ends.
Both cards live under AI Receptionist → (your receptionist) → Settings. The card titles use your receptionist’s name — with the default name the knowledge card reads What Ava knows. Knowledge edits are part of the receptionist itself: they show the Unsaved Changes badge and persist when you click Save in the header. Post-Call Summary settings are different — they save immediately from their own panel and don’t wait for the header’s Save button.

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Guidelines, Personality and Quick Facts

The first section of the knowledge card is labelled Guidelines, Personality and Quick Facts, with the helper “(name) will have these facts available on every turn.” Use it for the standing facts and behavioural rules the receptionist should always have to hand — business name, location, opening hours, tone, pricing rules, things never to promise. Each guideline is a two-column row: Click Add guideline to append a row, or the × beside a row to remove it. Rows left completely empty are dropped when you save, so untouched starter placeholders never reach the agent. Because these facts are present on every conversational turn, keep them short and factual. Longer reference material and question-specific answers belong in the FAQ below. Under the hood this is the same store as a call script’s Guidelines tab — if you open the same receptionist from the Call Scripts page, the entries appear there in the full script editor.

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FAQ

The FAQ section holds question-and-answer pairs, with the helper “(name) uses these answers as a priority if the specific question is asked.” When a caller asks one of these questions, your written answer takes priority over anything the receptionist would otherwise improvise. Each entry is a question with its answer directly beneath: Click Add question for a new pair, or the × beside a question to remove it. FAQ entries are stored in the same place as a script’s Knowledge Base tab, so they also appear there when the receptionist is opened in the full script editor.

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Filling knowledge from your website

You don’t have to type everything by hand — two research tools read your existing web content and turn it into knowledge entries. Both add their results to the editor as unsaved changes: review them, adjust anything you like, then click Save.

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Research My Website

The Research My Website button sits at the top of the knowledge card. It opens a dialog — “Enter your website URL. Business context from the site will be added to what your receptionist knows.” — with a single URL field (placeholder example.com.au). Click Research (the button reads Researching… while it works). The research pass reads your site and distributes what it finds across the knowledge card:
  • FAQ pairs — added to the FAQ section. If a found question matches one you already have (ignoring case), your existing answer is replaced; new questions are appended.
  • Quick facts — appended as new rows under Guidelines, Personality and Quick Facts, skipping any fact you already have.
  • Business context — background entries named Website: About, Website: Products and Services, Website: Audience and Website: Brand Tone, stored alongside your FAQ answers as general knowledge.
On success you’ll see “Knowledge updated from your website”; if the site yields nothing usable, “No knowledge was found on that website.”

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Scrape FAQ

The Scrape FAQ button sits beside the FAQ heading and targets one page rather than a whole site. Its dialog reads “Enter the URL of an FAQ page. The extracted questions and answers will be added to this receptionist.” — fill in the URL field (placeholder example.com/faq) and click Add to FAQ (it reads Working… while extracting). Extracted pairs merge into your FAQ list the same way: matching questions are updated, new ones appended. A “FAQ updated” toast confirms the result; if the page contains no recognisable Q&A, you’ll see “No FAQ entries were found.” The same two research tools are available in the full script editor’s Knowledge Base tab for non-receptionist scripts.

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Post-Call Summary

The Post-Call Summary card sends the call summary automatically after this receptionist finishes a call. It offers two independent channels, each with its own toggle:
  • Email — “Send the post-call summary by email.”
  • SMS — “Send the post-call summary by SMS.”

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How the toggles work

Each channel is powered by its own automation, created for you the first time you switch the toggle on and linked to this receptionist. Switching a toggle on opens the channel’s configuration panel and enables delivery immediately with sensible defaults; switching it off disables delivery but keeps your configuration, so you can re-enable it later without setting anything up again. Toasts confirm each change — “Email summary enabled”, “SMS summary disabled”, and so on. Clicking anywhere on a channel row (outside the switch) opens its configuration panel. The panel header shows the channel name — Email Post-Call Summary or SMS Post-Call Summary — with an Enabled or Disabled badge. The footer tracks Unsaved changes / No unsaved changes and offers Reset (discard your edits) and Save — labelled Save and Enable while the channel is off, since saving also switches it on. Panel changes save on the spot; they are independent of the receptionist’s main Save button. Behind the scenes these appear on your Automations page as Post-call Summary - Email and Post-call Summary - SMS, triggered when a call on this receptionist completes. You can open them there for full pipeline editing, and check deliveries in the Execution Log.

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Email summary settings

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SMS summary settings

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Variables in summary messages

The To, Subject, Body and Message fields accept variables in {{...}} notation — type / in the field to open the picker. Because the automation runs after the call completes, the call summary and the caller’s details are available: The full set of fields available after a call — transcript, structured data, objectives and more — is covered in Automation triggers and Field mapping.

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Next Steps