General information

A Personal AI Telephonist helps you handle incoming calls on your personal extension.
It can answer, take messages, transfer calls, or let important people through — all based on your own rules.

Each user has their own Personal AI Telephonist that can be customized to match their role or workday.

Activate your Personal AI Telephonist

1. Go to personal settings

Click the gear icon and choose Personal settings.
Then go to Phone & conferencing and select Personal telephonist.
This is where you activate your Personal AI Telephonist, which connects directly to your personal extension.

2. Activate the AI Telephonist

Click + Activate Personal AI Telephonist.
Choose the AI agent you want to use — for example your AI Support Agent, AI Telephonist, or Personal Assistant.

3. Give the AI Telephonist a role description

Describe how the AI Telephonist should behave and what it’s allowed to do.
The clearer the instructions, the better the results.

Example: “If someone calls and I’m busy, take a message and ask when I can call back.”

4. Add a greeting

This is the first thing the AI Telephonist says when a call connects.

Example: “Hi! You’ve reached Lisa’s personal assistant. How can I help you?”

5. Set up actions

Here you decide whether the AI Telephonist can:

• let calls through
• take messages
• send SMS
• transfer calls to other users or to voicemail

You can enable or disable each feature separately.

6. Decide what information the AI Telephonist can access

In the About me section, choose whether it can see:

• name
• email address
• visible phone numbers
• line status
• activity status
• organization category
• company name

Under Sources for number lookup, choose where the AI Telephonist can fetch caller information, such as:

• colleagues
• Insights integrations
• shared contacts
• Easy Teams, O365, or Google contacts

7. Preview the AI Telephonist

Test how it behaves before saving.
This lets you adjust tone or behavior if something doesn’t feel right.

8. Save your settings

Click Save.
Your Personal AI Telephonist is now active and ready to handle calls on your personal extension.

Tips

Be clear in your role description.
The more specific you are about how the AI Telephonist should act, the better it will interpret each situation.

Test different scenarios.
Use the preview to see how the AI Telephonist responds during lunch breaks, meetings, or after hours.

Keep access limited.
Give the AI Telephonist only the information it truly needs to do its job.

Why the role description matters

A clear, well-thought-out role description is the most important factor in whether the AI agent succeeds or not.
It’s not just about what the agent does, but also how it acts, communicates, and prioritizes in different situations.

To get great results, your role description should evolve over time.
Think of it as a living document you keep refining based on how the agent behaves in real-life conversations.

Once you’ve activated the AI agent, take some time to observe how it performs, then update the role description based on what works well — and what could be improved.

Building an effective AI agent isn’t a “one-and-done” project.
It takes some curiosity, care, and ongoing fine-tuning.

But that’s exactly what makes the difference in how well the agent performs — and how smoothly it delivers a great experience for your callers.