Answer the front desk, route the caller, book the meeting.
A receptionist's work is mostly triage: understand what the caller wants, send them to the right place, and write down what happened. The agent does that on one thread, and everything it could not resolve arrives at a person already in context.
This walkthrough begins with a conversation coming in. Inbound communication is not available yet. Outbound calling, qualification, booking and the record-keeping described below run on the platform today.
Everything below is written as the workflow would run once inbound ships. The sequence, the scope and the handoff are the parts that do not change.
Front-desk triage
Greeting to routing to record, without the caller repeating themselves.
The agent greets the caller and discloses call recording at the start.
Intent is read from how they say it, not only from what a transcript would show.
Answered from the approved knowledge, booked into a calendar, or handed to the right person.
What was asked, what was said and what was agreed, on one thread.
One thread, whichever lane a step sits in.
In scope, out of scope
A handoff carries the thread with it, so nobody is asked to start again.
The conversation changes hands. It does not start again.
| Side of the seam | Who owns it | What happens there |
|---|---|---|
| Before | The agent | Opens, reads what is wanted, answers inside the approved knowledge. |
| The seam | Handoff | A step the workflow plans for, not a failure of it. |
| After | A person | Picks the same conversation up, at the point it had reached. |
One thread · one memory. Every turn in the order it happened, on the record it was written to, carried across the point where ownership changes.
| What crosses with it | Carried across the seam | Detail |
|---|---|---|
| Every turn, in order | — | Including the ones that arrived by text or email. |
| The record | — | Written as the conversation happened, not reconciled afterwards. |
| What the person wants | — | Read as they said it, against the criteria you approved. |
| Where the agent stopped | — | The thing it would not answer, and the rule that stopped it. |
| Without it | — | Three systems guessing at each other, and a customer who explains themselves twice. |
The agent stops. The conversation does not.
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