AI Workforce Guide

AI Chat Receptionist

The AI Chat Receptionist helps you capture leads and respond to website visitors and messages 24/7. It answers questions using your knowledge base, collects contact information, detects and responds in over 40 languages, and lets visitors know when it needs a team member to follow up.

What It Does by Default

• Answers questions about your business using your business profile and knowledge base
• Collects visitor contact information (name, phone, email) and saves leads to your CRM
• Detects and responds in over 40 languages including English, French, and Spanish
• Tells visitors when it doesn't have an answer so a team member can follow up

Setup: Step by Step

Go to AI > AI Workforce and click Configure on the Chat Receptionist.

Step 1 — Profile: Name, Image & Purpose

Give your AI a friendly name and photo. Then write the Purpose prompt — this sets the tone and behavior for every conversation. Include your business voice, how the AI should greet visitors, and any key policies it should know.

Example Purpose Prompts by Business Type

Copy the prompt below that best matches your business, paste it into the Purpose field, and customize it with your services and tone.

Step 2 — Capabilities

Capabilities guide what your Chat Receptionist can do. Review and adjust as needed.

• Capture Lead Information — On by default. Asks visitors for name, phone, and/or email and saves them to your CRM.
• Book Appointments — Connect your calendar to let the AI offer available time slots and collect booking details automatically.
• Custom Capabilities — Add your own capabilities for unique workflows. See the Capabilities tab for more.

Step 3 — Knowledge Sources & Automations

Add or remove knowledge sources. Your business profile and website homepage are included by default. You can also set up automations to trigger when the AI captures a lead — contact your DFM account manager for help with this.

Step 4 — Channels

Web Chat is always active and cannot be disabled. You can additionally assign the Chat Receptionist to Email, SMS, Facebook Messenger, Instagram, and WhatsApp.

Step 5 — Make It Yours

Update your chat widget icon, button color, and the name shown to visitors. This keeps the AI feeling like a natural extension of your brand.

Testing Your Chat Receptionist

Click Try it on the Chat Receptionist card to open your My Listing page and test it live. For the most accurate results, use an incognito or private browser window to start with a clean session.

What to Test

• Basic info — Ask about your hours, location, services, and contact details
• Lead capture — Start a conversation without providing contact info; see if the AI naturally asks for it
• Appointment booking — Ask to schedule a consultation; test different time preferences
• Knowledge accuracy — Ask specific questions about your services or policies; verify the AI admits when it doesn't know something
• Conversation flow — Check that the conversation feels natural and maintains context
• Multilingual — If applicable, test in languages your customers use

Monitoring

Regularly review the Conversations and Anonymous Visitors tabs in Conversations. Conversations are placed in the Anonymous Visitors tab when the AI couldn't capture the visitor's contact information. Click Explanation on any AI message to see the reasoning, knowledge source used, and any tools called.

AI Voice Receptionist

The AI Voice Receptionist answers your calls 24/7, captures new-lead info, gives callers fast and accurate answers, and routes or transfers calls when needed. When a customer calls, they get a real answer — not a voicemail — which means fewer leads lost to competitors.

Call Flow & Routing

There are two main ways to get calls to your AI Voice Receptionist:

• Direct calls to your Conversations number — Calls made to your assigned Conversations phone number go straight to the AI.
• Forward from your business line — Customers keep calling your existing number; your phone provider forwards calls to your Conversations number. You can forward all calls, calls after X rings, or after-hours calls only.

What Happens When a Call Arrives

• AI answers — Greets the caller, answers FAQs, captures contact details, books appointments
• Forward / transfer — Route the call to another number based on rules you define (e.g. "billing" → billing team)
• End with a message — Play a custom branded message before ending the call
• Missed-call SMS — Text the caller to prompt them to leave a voicemail or schedule a callback

Setup: Step by Step

Go to AI > AI Workforce and click Configure on the Voice Receptionist.

Step 1 — Profile: Name, Voice & Purpose

Give your AI a name and photo. Write the Purpose to define how it should behave — greeting style, what to emphasize, and any key policies.

Under Profile > Speech, choose a Voice Family and Voice that matches your brand. Preview voices by selecting one and clicking the play button. Different voices have different strengths — response speed, expressiveness, and language capabilities.

Step 2 — Capabilities

Your Voice Receptionist comes with these capabilities ready to use:

• Default Voice Lead Capture — Guides the AI to answer questions, then collect caller contact info. On by default. If disabled, the AI will still answer questions but won't capture contact details.
• Book Appointments with Calendar — Connect your calendar to let the AI offer real-time availability, collect booking details, and create calendar events automatically. Select which calendar and event type to use from the dropdown.
• Additional Instructions — Give custom guidance to refine tone, logic, and responses. Examples: "Ask for the caller's address," "Do not promise a price," "If the caller asks to speak to a human, let them know you can take a message."
• Transfer Calls — Live-transfer callers to one or more phone numbers based on intent and rules you define (e.g. route "billing" calls to the billing team, or transfers based on time of day).

Step 3 — Knowledge Sources

Your Voice Receptionist has access to your Business Profile and website homepage by default. Add more knowledge using the "Add knowledge" bar — text, website pages, or file uploads. When the AI can't find an answer, it will let the caller know and offer to take a message and have someone call back.

Testing Your Voice Receptionist

Click Try it on the Voice Receptionist card to see the assigned phone number. Call it and test:

• Greeting and introduction
• Asking for and recording caller information
• Answering common questions accurately
• Handling calls it doesn't have an answer for (should offer to take a message)
• Appointment booking (if enabled)

Monitoring

Review call recordings and transcripts in the Conversations tab. Use these to identify gaps in knowledge or capability and refine your AI's configuration over time.

AI Reputation Specialist

The AI Reputation Specialist automates review responses and helps you analyze customer feedback at scale. It can automatically reply to Google and Facebook reviews using your guidelines, and lets you explore review and NPS data through a conversational chat interface.

What It Does

• Automatically generates and posts responses to customer reviews
• Uses your custom prompt and knowledge base to guide tone and content
• Auto-responds to Google Business Profile reviews and Facebook recommendations
• Lets you chat with your review and NPS data to surface sentiment trends, themes, and insights
• Responds in the same language as the review

Setup: Step by Step

Go to AI > AI Workforce and click Configure on the AI Reputation Specialist.

Step 1 — Profile

Name your AI and upload an identifying image. This helps you recognize it in the AI Workforce list and during activity monitoring.

Step 2 — Capabilities

The AI Reputation Specialist has two core capabilities that can be enabled or disabled independently:

Generate Review Response — Automatically reads and replies to customer reviews using a configurable prompt. Click on this capability to view and edit the prompt. Review the default prompt and update it to align with your brand and policies before enabling auto replies.

Explore Reviews & NPS Data — Lets you analyze customer feedback through a chat interface. You can enhance the prompt with analysis preferences, but avoid removing the default instructions to ensure accurate data access.

Step 3 — Knowledge Sources

Add relevant knowledge base content to guide accurate, on-brand responses. This step is required before enabling automatic review replies.

Step 4 — Trigger Settings

Trigger settings define when and how the AI responds to reviews. Go to Trigger > Settings and configure:

• Star Ratings — Which ratings to respond to (default: 4 stars and above)
• Platforms — Google Business Profile and/or Facebook
• Response Delay — Wait time before auto-responding (default: 15 minutes)

Step 5 — Enable the Trigger

In the Trigger section, check the New review received checkbox and click Save. This activates auto-responses for new reviews based on your settings.

Step 6 — Explore Reviews & NPS Data

Use the Chat button on the Reputation Specialist card to open the conversational data interface. Ask questions about customer sentiment, common themes, trends over time, and what customers value or dislike.

Custom AI Employees

Custom AI Employees are specialized digital team members you build from scratch to handle specific business functions. Unlike pre-configured options (Chat Receptionist, Voice Receptionist, Reputation Specialist), custom employees give you full control over role, behavior, and capabilities.

Pre-Configured vs. Custom

When to Build a Custom AI Employee

Build one when you need a role not covered by a pre-configured option, such as:

• AI Data Analyst — Reasons through CRM, review, and social data to deliver structured insights
• Inside Sales Representative — Qualifies inbound leads before capturing contact info or booking appointments
• AI Support Employee — Resolves customer inquiries via chat and SMS, escalates when questions fall outside the knowledge base
• Compliance Assistant — Checks processes against internal policies
• Any role where the default AI Employees don't match your workflow

Setup Process

1. Create the employee — Give them a name, avatar, and basic profile.
2. Write the role prompt — Define personality, voice, and behavioral rules in the Purpose field. Be specific about what the AI should and shouldn't do.
3. Add capabilities — Enable built-in capabilities (lead capture, booking, etc.) and create custom ones as needed.
4. Connect knowledge sources — Add your business profile, website pages, and any relevant documents.
5. Choose channels — Select where this AI Employee will work (chat, SMS, email, etc.).
6. Test and refine — Verify the AI responds correctly across different scenarios before going live.

Available Custom Employee Templates

🔎 AI Data Analyst

Analyzes CRM data, customer reviews, and social engagement to deliver structured insights using Analyze–Interpret–Recommend (AIR) reasoning. Use it to uncover patterns in your leads, identify what customers praise or complain about, and get actionable recommendations — all through a simple chat interface inside DFM.

📈 Inside Sales Representative

Takes a sales-first conversational approach — it qualifies inbound leads before capturing contact information or booking appointments. Instead of jumping straight to "what's your name and email?", it first understands the prospect's need, urgency, and fit. Ideal for businesses with a consultative sales process.

🤝 AI Support Employee

Resolves customer support inquiries via chat and SMS. Handles common questions using your knowledge base, responds with empathy for complaints, and automatically escalates with a structured message capture when a question falls outside what it knows.

AI Capabilities Overview

Capabilities are specialized skills that define what your AI Employees can do and how they behave. Think of them as building blocks that transform a basic AI assistant into a skilled employee who handles specific business tasks.

Types of Capabilities

Built-In Capability Examples

How Capabilities Work

Each AI Employee can have multiple capabilities enabled simultaneously. The AI intelligently decides which capability to use based on the customer's request and conversation context.

• A question about store hours triggers knowledge base access
• A request for pricing activates product lookup capabilities
• An interest in services activates lead capture and appointment booking

Capabilities contain Prompts (written instructions that tell the AI when and how to use a capability — triggers, required info, response format, error handling) and Tools (for custom capabilities — the technical API implementation, parameters, and response logic).

Configuring Capabilities

1. Go to AI > AI Workforce and click Configure on your AI Employee.
2. Open the Capabilities section.
3. Toggle built-in capabilities on or off as needed.
4. Click on any capability to edit its prompt or settings.
5. To add a new capability, click Add new capability and choose from the list or build a custom one.

Custom Capabilities

For specialized workflows, custom capabilities let you connect your AI to external systems and APIs. Examples of what you can build:

• Check a customer's order status from your e-commerce platform
• Look up appointment availability from a third-party scheduling tool
• Submit a job request to ServiceTitan or similar field service software
• Look up inventory or product details from a database

Knowledge Base Overview

The Knowledge Base is a reference library your AI Employees can search when answering customer questions. When the AI determines a lookup would help, it performs a semantic search and retrieves relevant content to inform its response. It doesn't read everything every time — it only retrieves what's relevant to the question.

What Goes in the Knowledge Base

Example Manual Entry Uses

• Use the word "vehicle" instead of "car"
• Use the phrase "team member(s)" instead of "employee(s)"
• Specific FAQ answers not on your website
• Seasonal hours or temporary policy changes

How AI Employees Use Knowledge

1. The AI understands what the customer is asking.
2. It decides whether a Knowledge Base lookup would help answer the question.
3. If yes, it performs a semantic search and retrieves the most relevant content.
4. It uses the retrieved information to give an accurate, contextual answer.
5. If no relevant knowledge is found, it falls back to general assistance — or offers to take a message.

Benefits of a Well-Maintained Knowledge Base

• Consistent answers — All AI Employees give the same accurate information
• Better customer experience — Customers get precise, up-to-date answers
• Reduced manual intervention — Fewer hand-offs for routine questions
• Instant onboarding — New AI Employees immediately have access to your business knowledge

Setting Up Your Knowledge Base

1. Go to AI > AI Workforce and click Configure on any AI Employee.
2. Scroll to the Knowledge Sources section.
3. Your Business Profile and website homepage are included automatically.
4. Use the Add knowledge bar to add website pages, upload documents, or write custom text entries.
5. You can control which AI Employees have access to each knowledge source individually.

Best Practices

Auditing AI Responses

To see exactly what knowledge your AI used for a specific response, go to the Conversations tab and click Explanation on any AI message. This shows the reasoning, which knowledge source was retrieved, and any tools that were called — so you can spot gaps and improve accuracy over time.