AI Frontdesk: Setting up inquiries

Valid for: AI Receptionist (packages from August 19, 2026), AI Chat Assistant, and AI Email Assistant (Momentum AI)

This article walks you through setting up inquiries in AI Frontdesk, so that your assistant always collects the details you need for recurring customer requests.

To ensure your assistant captures the correct information for recurring inquiries – such as a price inquiry, a request for a callback, or an appointment request – you can set up inquiries. For each inquiry, you specify which topic the assistant should recognise and what details it should request from your customers. This ensures that you have all the data you need for further processing of each inquiry. This feature is available in the AI Receptionist, AI Chat Assistant, and AI Email Assistant products. The following steps show you how to create and manage inquiries.

Open the assistant’s settings

Log in to your IONOS account.
Click on Menu > AI Frontdesk in the title bar.
In the contract overview, click on Manage in the tile for the contract you want.

In the navigation on the left, under Settings, click on Inquiries. The section of the same name expands on the Configure assistant page. This is where you configure all the following settings.

Note

Your assistants share these settings: if you have ordered more than one of the products listed under Valid for above for your contract, the details you enter here apply to all of them.

Create a new inquiry

You create an inquiry in a dialog that has two parts: the general details (name and description) and the individual fields for the information to be captured.

Please Note

Create a separate field for each piece of information. Never combine several items in a single field (for example, do not create one field for both a name and an email address). Fields that are too complex can lead to errors during data entry.

Click on Add inquiry. The Add inquiry dialog will open.
Fill in the general information:
- Name: give the inquiry a unique title (e.g. Price inquiry).
- Description: briefly explain what the customer wants (e.g. Customer wants to know the price of a product). This helps the assistant to identify the inquiry correctly during a conversation.
In the Information to capture section, define which details the assistant should request:
- Click on Add field.
- Under Field name, enter the information you need (e.g. Customer name).
- Under Description, add a brief explanation of the information required (e.g. the customer's full name).
- Select Required if the assistant must always ask for this information.
- Repeat these steps for any further information you need.
Click on Apply.

Example: Price inquiry

The following example shows how to configure an inquiry for price requests:

Setting	Value
Name	Price inquiry
Description	The customer wants to know the price of a product or service.

Information to capture (fields):

Field name	Required
Product or service	Yes
Name	Yes
Email address	Yes
Telephone number	No

Edit, duplicate, and delete inquiries

You can manage existing inquiries using the three-dot menu (Actions) in the relevant row:

Edit: amend the name, description, or fields of an inquiry.
Duplicate: create a copy as a starting point for a similar inquiry.
Delete: remove an inquiry that is no longer needed.

Save changes

To apply your changes, click the Save button in the top right-hand corner. As long as you have not made any changes, the button is greyed out.

Note on hallucinations

AI systems may occasionally make incorrect or inaccurate statements, known as hallucinations. This means that the AI estimates or interprets answers when no clear information is available.

Please Note:

The AI cannot always adhere 100% to your specifications.
You should therefore scrutinise important answers carefully.
Such deviations are not technical faults, but a typical characteristic of generative AI.