Business profile

Your business profile is the source of truth the AI Receptionist uses for every reply, voice call, and form auto-response. The more accurate and detailed it is, the better the AI Receptionist sounds. Most of these are set during onboarding; this is where you edit them later.

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Identity

Settings → Business → Identity:

• Business name — appears in customer-facing messages, emails, voice greetings ({{business_name}})
• Business type — drives some default templates and AI tone calibration; pick the closest match
• Description — a few sentences for the AI Receptionist’s general background (“we’re a residential plumbing company in Ottawa, focused on…”). Helps with off-script questions.
• Website URL — used to scan for FAQs during onboarding; useful as a contextual link
• Google review URL — the direct link to leave a review on your Google Business Profile. Required for the reputation funnel to redirect customers. (The same field also appears in Reputation → Settings — set it in either place.)

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Services

Settings → Business → Services: A list of what you do. Each service has:

• Name — “Drain cleaning”, “Kitchen remodel”
• Duration — typical appointment length in minutes
• Description — what’s included, materials, etc.
• Price (optional) — your approved service price. The AI quotes configured prices without inventing ranges, discounts, or inclusions. Explain any conditions in the service description; jobs without an approved price need a quote from your team.

The AI references this list when asked “what services do you offer?” or “how long does a [service] take?” or “how much for [service]?” Keep service names and durations accurate. For an explicitly configured phone or virtual consultation, name it clearly, such as “Phone consultation” or “Video appointment”. This allows the booking intake to omit a property address for that service. A customer calling an on-site job a virtual visit does not waive its address requirement.

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Hours

Settings → Business → Hours: Per-day open/close times, with the ability to mark a day closed. Defaults to Monday–Friday 9am–5pm. The AI Receptionist gives accurate “we’re open until 6pm” or “we’re closed today” responses based on this. For 24/7 emergency operators, mark every day open with 00:00 – 23:59. These hours describe when your business operates. They do not enable emergency dispatch or guarantee immediate attendance.

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Booking rules

Settings → Business → Booking rules has three numeric levers that shape what the AI Receptionist is allowed to schedule:

• Buffer between bookings (minutes) — gap kept between back-to-back appointments and before close. With a 30-minute buffer, a 9–10 a.m. job blocks any new slot from 8:30 through 10:30, and the last bookable slot of the day ends 30 minutes before your close time. 0 = no buffer.
• Minimum advance notice (hours) — the AI Receptionist won’t book sooner than this. 24 = next-day-only, 4 = at least 4 hours notice, 0 = same-second booking allowed.
• Maximum advance booking (days) — how far into the future the AI Receptionist is permitted to book. 30 caps booking at one month out; leave blank for unlimited.

These are universal rules — every booking channel (voice, SMS, chat widget) respects them. They sit on top of your weekly hours: a slot has to pass both hours and rules.

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Blackout dates

Settings → Business → Blackout dates is for one-off closures the AI Receptionist must avoid: vacations, training days, conference closures.

• Statutory / public holidays for your region (US, Canada, UK, AU, NZ, MX) are detected automatically from your timezone — you don’t need to add them.
• Single-day blackouts are fine — leave the end date blank.
• Add a label (“Summer vacation”, “Conference”) and the AI Receptionist mentions it when declining: “We’re closed that day for Summer vacation.”
• Recurring closures (e.g., daily lunch break) belong in Hours, not Blackouts. Set Monday open as 9–12 and 1–5 to carve out the break.

The AI considers blackouts before proposing slots, so callers and chatters never see them offered in the first place.

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Time zone

Important — the AI Receptionist uses your time zone to calculate “today / tomorrow / this Friday” correctly. Set it on Settings → Business → Time zone. If your team works across time zones (rare for service businesses, common for VAs), the AI Receptionist uses the org-level time zone consistently. Per-user time zones aren’t currently supported.

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Service area

Settings → Business → Service area is a free-text field. Examples:

• “Ottawa, Kanata, Barrhaven, Nepean, Gloucester”
• “Boston metro plus 15 miles”
• “Toronto + GTA, no further than Hamilton”

The AI Receptionist uses this when asked “do you cover [town]?” — answers based on the description (with a knowledge-base entry for finer detail).

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Excluded jobs

Settings → Business → Excluded jobs — what you DON’T take. Free-text:

• “No commercial work”
• “Minimum job $300”
• “No homes built before 1960”
• “No new construction; existing homes only”

The AI Receptionist uses this to politely decline jobs upfront so customers’ time isn’t wasted.

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AI tone

Settings → Business → AI tone sets the personality of every AI message:

• Friendly — warm, casual, uses contractions
• Professional — polished, business-y, full sentences
• Casual — very informal, even slangy
• Custom — write your own brief description (“like a knowledgeable older mechanic — direct, no-nonsense, occasionally dryly funny”)

Most service businesses pick Friendly. Match what your existing in-person interactions feel like.

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Default appointment duration

A configured service duration takes precedence on phone, SMS, and chat bookings. For appointments without service-specific duration data, set this default. 30, 60, 90 minutes typically. Set it to whatever a “typical” first-visit-or-quote takes for your business.

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Special instructions

Settings → Business → Special instructions is a catch-all free-text field for anything the AI Receptionist should know that doesn’t fit elsewhere. Examples:

• “Ask for a written description of the issue. If the customer sends a photo, our team must review it.”
• “Do NOT discuss pricing for commercial jobs — direct them to call Mike directly”
• “For urgent service requests, collect the location and callback number and request high-priority follow-up. Do not promise a response time.”

Use this for concise receptionist instructions. Only include promises your business has approved, such as whether estimates are free, supplies are included, or permits are handled. Industry templates do not establish those facts. Review older customized instructions for unsupported promises and conflicts with your current service prices.

[!TIP] Channel-specific configurations: You can now customize your Special Instructions and AI Tone on a per-channel basis (e.g., using different instructions for Web Chat vs. SMS vs. Voice calls). This allows you to give the AI Receptionist different prompt rules depending on how the customer is reaching out.

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Save

Changes save when you click Save at the bottom of the page. The AI Receptionist uses the new profile on the next inbound message / call.

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