AI Receptionist implementation essentials
Outcomes
✓ Create CRM lead capture forms
✓ Manage leads with pipelines and smart lists
✓ Configure notifications and automations
✓ Test, troubleshoot, and complete a pre-go-live checklist
Required Access
Business App admin access, AI Receptionist configured
Related Docs
This lab takes you beyond initial setup into the full implementation workflow—forms, pipelines, automations, and go-live. By the end, you'll be able to confidently deploy and hand off an AI Receptionist that captures leads and keeps businesses responsive around the clock.
Step 1: Create the lead capture form (3 min)
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Included with the AI Receptionist Setup service, we create a lead capture form in the CRM, style it to match branding, and install it on the business's website.
Default form fields:
- Name
- Phone Number
- Message
The form is fully customizable—additional fields can be added to capture the most important information for each submission.
Do
Build your lead capture form in the CRM and add any custom fields relevant to the business (e.g., "Project Type" for a roofing company, "Preferred Appointment Time" for a salon). Style the form to match the client's branding, then install it on their website.
Step 2: Manage leads with pipelines and smart lists (5 min)
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Once leads start flowing in, pipelines and smart lists keep the business's team organized and ensure nothing falls through the cracks.
Opportunity pipelines
Pipelines help businesses manage new, qualified leads (opportunities) from different channels and ensure the team acts on them.
- Our team creates pipelines for each business and assigns stages based on business needs
- Automations automatically add leads into these pipelines based on qualifiers we set
Smart lists
A smart list is a list of contacts or companies that automatically updates when specific criteria (filters) are met.
Example: Add all contacts who reached out via web chat and asked about "window replacement service" to send a follow-up email after their service. Create a smart list—when new contacts meet these requirements, they're added automatically.
Do
Build an opportunity pipeline with stages appropriate to the business (e.g., New Lead → Contacted → Quote Sent → Won/Lost). Create smart lists to segment leads by source or intent so follow-up campaigns can be targeted.
Step 3: Configure conversation notifications and automations (5 min)
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Notifications and automations keep the business responsive the moment a lead comes in.
Conversation notifications
In the Business App, all users can enable notifications for new conversations or new leads. Note: Each user must turn them on for themselves—this cannot be done for them.
Notification automations
For customized notifications or SMS (beyond the default email), automations are used. Common templates:
| Automation | Purpose |
|---|---|
| SMS Lead Notifications (Parts 1 & 2) | Send SMS to the business owner when a new lead comes in via web chat or form submission |
| Form Submission – AI Chat Receptionist Auto-Reply | Send a follow-up to the lead who submitted the form |
| Engage: Web Chat Leads | Send follow-up to the lead, notify the business owner, and create a sales opportunity in the pipeline |
These automations keep the business responsive and ensure leads are managed immediately.
Do
Set up at least one notification automation for the client. For most setups, start with Engage: Web Chat Leads—it handles follow-up messaging, owner notification, and pipeline entry in one workflow.
Step 4: Test, troubleshoot, and refine (4 min)
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Before going live, verify the entire flow works as expected across all channels.
Testing methods
- Use Try It or My Listing Preview to simulate interactions
- Test both web and voice channels before publishing
Common configuration issues
- Missing permissions or unverified number
- AI not referencing Knowledge Base
- Delayed message delivery
Tone testing and improvements
- Check if AI responses match your brand voice
- Adjust "Additional Instructions" for better tone
Troubleshooting checklist
- Confirm all channels are active
- Review Conversations for API or logic errors
- Re-train the AI if it frequently misses questions
Do
Run through at least three test conversations using My Listing Preview. Check that lead capture, CRM contact creation, and pipeline entry all fire correctly. If tone feels off, update the Additional Instructions field in the persona settings and re-test.
Verify
Confirm that a test conversation creates a contact in the CRM and triggers the expected automation.
Step 5: Go-live checklist and handoff (3 min)
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A smooth handoff means the client can monitor and manage their AI Receptionist confidently from day one.
Pre-go-live checklist
- Chat and voice tested
- Notifications configured
- Lead capture verified
- Voice routing rules active
Transition steps
- Train the business or client on monitoring conversations
- Ensure the onboarding or success team has access to settings
- Document escalation paths for support
Support and resources
- AI Workforce Help Center
- Vendasta Academy references
- Contact Support via Business App → Help
You implement an AI Receptionist for a roofing company. You create a CRM form with Name, Phone, Email, and "Project Type" (dropdown: repair, replacement, inspection). You build a pipeline with stages: New Lead, Contacted, Quote Sent, Won/Lost. You set up Engage: Web Chat Leads to add qualified chats to the pipeline and notify the owner via SMS. You test on My Listing, fix a tone issue in Additional Instructions, and run through the pre-go-live checklist. You hand off to the client with a quick walkthrough of the Conversations tab and escalation path.
Do
Walk through the pre-go-live checklist item by item. Once all items are confirmed, brief the client or end user on the Conversations tab, how to read lead summaries, and who to contact for escalations.
Key Resources
Knowledge Check
Knowledge Check
Test your understanding with 5 random questions from a pool of 6.