Assistant Behaviors

Assistant Behaviors are where you decide what the AI actually does when a member's situation calls for action: hand them to your team, book an appointment, or log an inquiry for follow-up. The behaviors table appears on the Receptionist page and on each templated campaign's Assistant Behaviors tab.

Reading the Table

Three columns: Scenario, Business Hours, and After Hours. Each scenario row is a member situation the AI recognizes; the two behavior columns say what to do about it, by time of day.

Click a behavior cell to choose:

• Transfer Call: opens a submenu of your transfer destinations; pick where this scenario routes. A Manage shortcut opens the destination editor right there.
• Book Appointment: a submenu of your appointment configurations, with the same Manage shortcut.
• Log Inquiry: no configuration needed; the AI captures the question for your team.

Options gray out until something exists to point at (no destinations means no Transfer Call), and some scenarios deliberately allow only certain behaviors.

Business Hours vs After Hours

The After Hours column defaults to Same as business hours, with one built-in rule: after-hours behaviors never offer Transfer Call, because there is nobody to answer. So when a scenario transfers during the day, you choose its overnight fallback explicitly, typically Log Inquiry or Book Appointment. That is how "complaints reach a human at 2 PM and become a logged inquiry at 2 AM" is configured: one row, two columns.

Your operating hours are what flip the switch between the two columns.

Scenarios

System scenarios are always present, built from millions of member conversations, and cannot be removed. Add scenario attaches additional scenarios from your organization's library, or creates a new one inline (scenarios themselves are managed under Settings; see the reference). Custom scenarios can be removed from a campaign with the trash icon on their row.

Changes save automatically; the footer confirms "Changes save automatically."