Escalation, recording, and languages
Three settings keep the receptionist safe and polite: the human number it hands off to, the recording disclosure it plays, and the languages it speaks. Get these right before the first real call.
Who can do this: Owner or Admin, under Settings, then Receptionist.
The escalation phone
- Enter a real, answered number in Escalation phone (like +13105550100).
- The receptionist transfers to it whenever a caller needs a human: complaints, medical questions, anything outside its FAQ and playbook, or a caller who asks for a person.
- Pick the number that's actually staffed during your hours: the desk during the day, the manager's cell if that's the truth after close.
The recording consent line
- Put your disclosure in Recording consent line, like "This call may be recorded."
- It plays for callers per your setup, so the recording that powers your call log is one everyone was told about.
- What your jurisdiction requires is between you and your counsel; the field makes saying it automatic.
Languages
- Tick English, Spanish, or both under Languages.
- With both on, the receptionist meets Spanish-speaking callers in Spanish: greeting, booking, questions.
Example. Golden Coast sets the desk line as escalation, keeps the standard consent line, and enables both languages for their Venice studio. The week's log shows two Spanish-language bookings and one escalation that turned out to be a vendor call. All three went where they should.
Common questions
- What if the escalation number doesn't pick up? The caller experience degrades to voicemail on your side, which is a staffing question, not a settings one. Point escalation at the number a human answers.
- Can different locations escalate differently? The escalation number is one setting today. Choose the number that can triage for the whole business.
- Do I need the consent line? If calls are recorded, someone should say so. Keep the field filled unless your counsel says otherwise.
- Does Spanish cost extra or need setup? One checkbox. Tick it and it's part of the same receptionist.
Good to know
- Escalations aren't failures; they're the system routing judgment calls to people. A zero-escalation week usually means the FAQ is carrying it, not that nothing came up.
- The consent line plays before the conversation gets personal, which is the point.