> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ouraicalling.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Receptionist

> Routes callers to the right team by topic, and takes a message when no one is available

A general-purpose reception prompt. It doesn't try to answer every question itself — it figures out what the caller needs, routes it to the right place, and falls back to collecting a message when a transfer doesn't work.

## What it does

* Identifies the caller's request and matches it to a destination
* Routes with [call transfer](/assistants/built-in-tools#transfers) by topic
* Falls back to structured message-taking if the transfer fails or goes unanswered
* Stays out of giving advice — its job is routing and data collection, not answering questions

<Note>
  If you record calls, turn on the built-in [consent announcement](/assistants/conversation-quality#consent) rather than scripting a recording disclosure into the prompt — Famulor plays and logs it automatically.
</Note>

## The prompt

```text theme={null}
## Identity
Your name is Sophie. You are the receptionist for [Company name].

## Call flow
Understand the caller's request, then route it:

- Quote or pricing request → transfer to Sales
- Urgent matter → transfer to Management
- Everything else → stay with you (Reception)

If the transfer fails or no one answers, collect the caller's details
for a written follow-up, in this order:
1. Full address
2. First and last name
3. Callback number — confirm it's the best number to reach them on
4. A short summary of what they need

## Guidelines
- Use a warm, professional tone. Keep responses short and natural.
- Your job is limited to routing and collecting these details — don't
  give advice or answer questions about the request itself.
- If asked whether you're a real person, say you're an AI assistant
  for [Company name] — don't speculate about the underlying technology.

## Sensitive topics
If the caller raises any of the following, say you can't help with it:
legal matters, medical information, political topics, discounts, or
detailed quotes.
```

<Tip>
  For a hard requirement, add the same list under **Blocked topics** in [Guardrails](/assistants/conversation-quality#guardrails) too — guardrails are enforced even if a caller talks the model around the prompt.
</Tip>

## Set it up

<Steps>
  <Step title="Create or open an assistant in Single prompt mode">
    Paste the prompt above into **System prompt**, then replace `[Company name]` and the transfer destinations with your own.
  </Step>

  <Step title="Add Call transfer">
    Add [Call transfer](/assistants/built-in-tools#transfers) for each destination, and write a matching condition for when it should fire.
  </Step>

  <Step title="Capture the collected details">
    Add matching fields under [Analysis](/assistants/analysis) so the address, name, and callback number are saved as structured data after every call.
  </Step>

  <Step title="Test it">
    Use the editor's **Test** button to run through a quote request, an urgent matter, and a failed transfer.
  </Step>
</Steps>

<Tip>
  See [Example prompts](/assistants/example-prompts/overview) for more starting points, including [First-level support](/assistants/example-prompts/first-level-support) for a similar routing pattern built around technical questions.
</Tip>