An AI receptionist is only as good as the information it has. Set it up well and it handles calls confidently, books appointments accurately, and represents your business professionally. Set it up poorly and it hedges, gives wrong information, or has to hand off calls it should be able to handle.
Here's what your AI needs to know before it takes its first call.
1. Your services and how long they take
This is the most important thing to get right. If your AI doesn't know your service menu, it can't book appointments accurately — and it can't answer the most common question callers ask: "How long will it take?"
For each service, you need:
- The name (what callers actually call it, not an internal code)
- The duration
- Whether it requires a specific staff member or room
For trade businesses, this is the list of job types you handle — not a price list, but a description of what you do so the AI can ask the right questions when a caller describes their problem.
2. Your hours and any exceptions
Your AI needs to know when you're open, when you're closed, and any exceptions — public holidays, staff leave, days when you're operating at reduced capacity.
It also needs to know what happens after hours. Do you want the AI to take a message? Offer to book for the next available slot? Flag urgent calls for immediate callback?
Getting this right means callers always get accurate information about when they can expect service — and you don't end up with bookings in slots that don't exist.
3. Your cancellation and deposit policy
Callers ask about this more than most business owners expect. "What happens if I need to cancel?" is a common question, and the AI needs a clear answer.
If you take deposits, the AI needs to know the amount, when it's required, and what happens if the appointment is cancelled. If you have a cancellation window (e.g. 24 hours notice required), the AI should state this clearly when booking.
This isn't just about protecting your revenue — it's about setting the right expectations so callers aren't surprised later.
4. Your most common questions
Every business has a handful of questions that come up on almost every call. For a dental practice, it might be "Do you bulk bill?" For a plumber, it might be "Do you charge a callout fee?" For a salon, it might be "Do you do balayage?"
Write down the five questions you get asked most often, and make sure your AI has a clear, accurate answer to each one. This is what separates an AI that handles calls confidently from one that constantly has to say "I'm not sure, let me take your details."
5. What to do when it can't help
No AI handles every situation. A caller might ask something unusual, get upset, or have a complex situation that needs a human.
Your AI needs clear instructions for these cases: take a message and notify the owner by SMS, offer to transfer to a specific number, or let the caller know someone will call back within a set timeframe.
The worst outcome is an AI that tries to handle something it can't and gives the caller a bad experience. A clean handoff to a human is always better than a fumbled AI response.
Turnless walks you through all of this during onboarding. Most businesses are set up and live in under 15 minutes. Book a demo to see the setup process.