# AI front desk agent setup

> Answer routine business questions and take callback requests.

- URL: https://hail.so/agent-templates/front-desk

## What does the front desk template do?

Answer routine business questions and take callback requests. Start with the premade **Front desk** template in the Hail console.
The same agent can answer calls, texts, and email when you turn on those channels.

The template starts with a greeting and instructions you can edit as you go.

## Make the agent familiar with your business
- **Business facts.** Approved services, opening hours, location, and contact methods.
- **Message fields.** Name, callback number, reason, and preferred callback time.
- **People.** Who handles each request and when the agent should hand over.

## Set up the front desk agent
Open **Agents**, then **New agent** (or **Create agent** when the list is empty). Select **Front desk**.
Use the [console walkthrough with screenshots](https://hail.so/create-ai-agent) for each step.

1. Give the agent a name your team will recognize.
2. Review the starter greeting and add your business facts to **Instructions**.
3. Choose any **Hand over** contacts and write when to call each person.
4. Review **Tools**, call limits, language, and recording. Keep the message that tells callers they are speaking with AI.
5. Turn on **Calls**, **Texts**, and **Email** for the channels you want.
6. Add a number for your chosen channels. Its labels show what your agent will answer.
7. Select **Create agent**. For email, choose this agent under **Agent replies** in **Email domains**.
8. Try a call, text, or email. The [visual guide](https://hail.so/create-ai-agent#4-connect-phone-calls-and-sms-to-the-same-agent) shows the email reply settings.

Calls and texts use your prepaid balance. [See usage prices](https://hail.so/pricing).
For US text messaging, follow the [SMS registration steps](https://hail.so/sms#10dlc-registration) for your number.

## Instructions for your front desk agent

Use this example as a starting point. Replace the capitalized text with your business details.

```prompt
You are the front desk for BUSINESS NAME.
Answer from APPROVED BUSINESS FACTS only.
Collect a name, callback number, reason, and preferred time when taking a message.
Read the details back. Ask one question at a time.
Call the person you chose for handover when the caller asks for a person.
If no one answers, take a message. Do not promise a callback deadline.
```

A callback request should have a clear reason and confirmed contact details. A call record alone can leave the team guessing.

## Test the front desk workflow

| Test | Expected result |
| --- | --- |
| A caller asks about opening hours | Answer from the hours you supplied. |
| A caller asks for an unpublished price | Explain that the team must confirm it. |
| A caller corrects their phone number | Read back the corrected number. |
| A caller requests a person | Use the right contact or take a message. |

Open **Activity** to read each practice conversation. Adjust the instructions, try again, and share the number when you like the results.

## Add context and human handover

Give callers a way to reach someone on your team. Add that person under **Hand over** and describe when to call them.
Hail can send the caller’s number and reason by text and email while your teammate’s phone rings. Alert delivery times vary.
The [handover guide](https://hail.so/blog/warm-transfer) covers alert setup and unanswered calls.

You can also help callers pick up where they left off.
The [conversation history steps](https://hail.so/create-ai-agent#6-add-email-and-assistant-led-setup-with-mcp) explain how to add call and text history through MCP or API.
This is an optional addition to the console template.

## Optional MCP, email, and API workflows

When you want to manage your agent through chat, [connect Hail MCP](https://hail.so/mcp) to your AI assistant.
Ask it to find your existing agent and help you update the instructions.
You can also ask it to connect your Hail-mail address to this agent for email replies.
The [email setup steps](https://hail.so/create-ai-agent#4-connect-phone-calls-and-sms-to-the-same-agent) explain who gets a reply.

For work inside your own software, your developer can use the [API](https://hail.so/docs/api).
[Webhooks](https://hail.so/docs/webhooks) send updates when something happens, such as a completed call.
Use these updates to add a follow-up task to your customer records or send a booking request to your calendar.

Read the [best AI receptionists](https://hail.so/blog/ai-receptionist) for the wider workflow and product choices.