AI Frontdesk: What changes when a new product is added
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Valid for AI Frontdesk (all products). (Momentum AI)
As soon as you add the AI Receptionist or AI Chat Assistant to your existing contract, both products will function as a single assistant within a single interface: all sections except for Language, Voice & Behavior will then apply to both channels. This addition will be visible in several places. New sections may be added or renamed, additional buttons will appear in the top right-hand corner, and the settings for the new channel will be available in the Language, Voice & Behavior section. The extent of the changes depends on which product you have added.
The article An overview of products, channels, and the user interface describes which sections and buttons are available.
If you have added AI Receptionist to your package
If you only had AI Chat Assistant and then added the AI Receptionist to your package, your interface will change, as it will now include everything related to phone calls.
Two sections now have different names. They are the same sections in the same place, but with a wider range of functions:
| Previously | Now |
|---|---|
| Assistant & Language | Language, Voice & Behavior |
| Email summary | Contacts, Call Forwarding & Email Summary |
Under Language, Voice & Behavior, you can also specify the voice your assistant uses, how it greets callers, and how it behaves during calls. Under Contacts, Call Forwarding & Email Summary, you can add contacts to whom your assistant will transfer ongoing calls. The single address field for summaries has now been replaced by a contact list, which you can use to add multiple recipients.
A new section has been added. Your AI Receptionist contract is on the Unlimited package. This package includes the API Integrations section, which allows your assistant to retrieve data from third-party systems such as a CRM or a ticketing system.
There are two additional buttons in the top right-hand corner. Next to Save changes, you will now find:
- Activate – here you specify how callers can reach your assistant. This is your next step, as the assistant will not accept calls without this information. You can find out how to do this in the article Routing calls to your assistant.
- Test Call – the green button calls your assistant via your browser. As soon as you’ve made any changes, it changes to Save & Call and saves your changes at the same time.
Under Phone AI, you’ll now find your call settings. This tab, inside the Language, Voice & Behavior section, previously only offered the option to add this product as an extra. Now, you can specify which voice your assistant uses and how it behaves during a phone call.
Your website widget now also offers voice calls. A new Channels section has been added to the Website Widget section for this purpose. Here, you can choose between Call only, Chat only, and Chat and call.
Your appointment booking feature now also works over the phone. If you’ve linked a booking tool in the Appointment Booking section, your assistant will now also accept appointments during phone calls. You don’t need to reconfigure anything for this.
If you have ordered AI Chat Assistant as an add-on
If you had only used AI Receptionist and then added the AI Chat Assistant to your package, not much will change for you: the sections will retain their names, and the buttons in the top right-hand corner will remain the same.
In the Language, Voice & Behavior section, you now select the channel. Previously, this section contained only the settings for your phone calls, listed directly one below the other. Now, each of two blocks has a bar above it with the tabs Phone AI and Chat AI: under Phone AI, you’ll find your existing fields as before; under Chat AI, you’ll find the new fields Chat greeting, Suggested questions, and Chat behavior. You can read about how this section is structured in the article Customising behaviour and language.
Your website widget now also offers text chat. If your contract includes the Website Widget section, a Channels section will be added there. In this section, you can choose between Call only, Chat only, and Chat and call.
On the most basic package, the Appointment Booking section is added. If you use AI Receptionist on the Flex package, AI Chat Assistant also provides you with the Appointment Booking section. Your assistant will then accept appointments via both channels, including during phone calls. From the AI Receptionist Flex Pro package upwards, your contract already includes this section.
Note
If you were unable to add the AI Chat Assistant to your existing contract and have instead ordered it as a separate contract, nothing will change in your current interface. You will then manage two separate assistants, each with its own interface. To find out what options are available to you, please read the article Adding additional products or changing your package.