Front Desk and phone calls
Learn what Front Desk does when a customer wants to talk by phone, and how you call them back.
Visi Front Desk answers in the chat on your website, and in texts if you have the Text messages add on. With the Phone calls add on, it also answers your phone with its own local number. Here is how it helps you get on the phone with the right people.
When a customer wants to talk to someone
- A customer in the chat asks for a person.
- You get an email with the whole chat. With Phone alerts on this device turned on in Settings, you also get an alert on your phone.
- If nobody takes over the chat within a couple of minutes, the assistant tells the customer your team will contact them, and asks for their name and phone.
- Outside your team hours, the assistant tells them when your team is back and asks for their name and phone.
Call them back
- Open Leads and tap the person's name.
- Press Call. It opens your own phone.
- Under "Where are you with them?" tap Contacted.
- Under Follow up, pick a day if you need to call again.
Pick how your receptionist sounds
With Phone calls on, open Front Desk, then Phone calls.
- Under Voice, pick a woman's or a man's voice (two of each).
- Under Personality, pick Warm and friendly, Professional or Upbeat.
- Press Save. Your receptionist is updated in a minute. Call your number to hear it.
The personality changes how it talks, never what it says: it still answers only from your business details.
Talking out loud in the chat
Customers who would rather talk than type can still use the chat. The chat on your website has a speaker button that reads every answer out loud, and a microphone button so they can speak their message. These use the visitor's own browser and only show on browsers that support them.
Good to know:
- When you add a lead yourself after a call, pick Phone call under "How did they reach you?" so you know where they came from.
- To turn on phone alerts on an iPhone, first add the app to your Home Screen, open it from there, then turn on the switch.