Bertrand AI | AI Receptionist Onboarding

1Business Details

Business name

Plan tier

Industry

Website

Main phone number

Full address

2Main Contact

Name

Role

Phone

Email

3Receptionist Persona

AI receptionist name

Tone

Opening line

Fixed across every Bertrand AI assistant so every caller gets clear AI disclosure, as required by Ofcom guidance. Updates automatically from the name and business above.

The opening line can be personalised further upon request.

Role description

Phrases to avoid

Special pronunciations

4Knowledge Base

What does the business do?

Opening hours

Services

Prices

FAQs

Prohibited topics

List any subjects the AI must *never* discuss, such as medical diagnoses, legal advice, financial advice, or personal opinions. If in doubt, list it.

Policies

Closures

5Phone Line & Call Routing

Tell us how your existing phone line should work with the AI receptionist. You can keep your existing number and forward calls, or we can manage it for full control.

Current phone provider

Current phone type

How should the AI fit with your phone line?

During opening hours, should staff phones ring before the AI?

Number strategy

6Booking & Escalation

Primary goal

Details to capture

When should the AI pass a message to the team?

We use the default rules below unless you want to change them. You can leave this as-is.

Emergency escalation contact

A real, live UK phone number. If a caller sounds distressed, panicked, or asks for a human, the AI will transfer the call here immediately — not just take a message. Used internally, never read aloud to callers. Can be the same as your main contact above, but must be an actual number, not a description.

Urgent or emergency calls

We use the default safety wording below unless your business needs different instructions. You can leave this as-is.

If the caller describes an emergency, immediate danger, severe symptoms, a safety risk, or anything requiring urgent professional help, the AI should not try to handle it itself.

The AI should calmly say:
“If this is an emergency or someone is in immediate danger, please call 999 now. I can also take a message for the team, but I don’t want to delay urgent help.”

Separately — even if nothing described counts as a genuine emergency — if the caller sounds distressed, panicked, or upset, or directly asks to speak to a real person, the AI should immediately stop trying to resolve the query itself, say:
“Of course — let me transfer you to the team right now, please stay on the line,”
and use its call transfer capability to connect them to the emergency escalation contact below straight away. The AI should never argue with a caller who asks for a human, or try to talk them out of it.

For non-emergency urgent issues, the AI should take the caller’s name, phone number, reason for calling, and mark the message as urgent.

Booking rules

7Compliance & Approval

AI/call recording disclosure

Please provide the message callers should hear regarding AI use and/or call recording. If you're unsure, we can provide a standard disclosure.

GDPR/privacy contact email

Please provide the email address that customers should use for privacy or data protection enquiries (e.g. [email protected]).

Industry-specific rules

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Bertrand AI will review the details and confirm anything missing before we build or launch your receptionist.

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