General information
A personal AI operator helps you handle incoming calls on your personal extension.
It can answer, receive messages, connect calls or let important people through – all according to your own rules.
Each user has their own AI operator who can be customized according to their role or workday.
Activate personal AI operator
1. Go to personal settings
Click the gear and select Personal settings .
Then go to Phone and Conference and select Personal Attendant .
This activates your personal AI operator, which is connected directly to your personal extension .
2. Activate the AI operator
Click + Enable Personal AI Operator .
Select the AI agent you want to use – for example, your AI support agent , AI operator , or personal assistant .
3. Give the AI operator a role description
Describe how the AI operator should behave and what it is allowed to do.
The clearer the instructions, the better the results.
Example: “If someone calls and I’m busy, take a message and ask when I can call back.”
4. Add a greeting phrase
It's the first thing the AI operator says when a call is connected.
Example: “Hello! You have reached Lisa's personal assistant. How can I help you?”
5. Set actions
Here you choose whether the AI operator gets:
- let calls through
- receive messages
- send text message
- transfer calls to other users or to voicemail
You can enable or disable each feature separately.
6. Decide what information the AI operator should have access to
Under the Information about me section, you choose whether it should see:
- name
- email address
- visible phone numbers
- line status
- activity status
- organizational category
- company name
Under Number Lookup Sources, choose where the AI operator can retrieve caller information, for example:
- colleagues
- Insights integrations
- shared contacts
- Easy Teams, O365 or Google contacts
7. Preview the AI operator
Test how it behaves before saving.
This way you can adjust language and behavior if something doesn't feel right.
8. Save the settings
Click Save .
Your personal AI operator is now active and ready to handle calls on your personal extension.
Tip
Be clear in your role description.
The more concretely you describe how the AI operator should act, the better it interprets situations.
Test different scenarios.
Use the preview to see how the AI responds during, for example, lunch, meetings, or after work hours.
Keep access reasonable.
Only give the AI operator access to the information it actually needs to perform its task.
Why the role description is crucial
A clear and well-thought-out role description is actually the most important factor in whether the AI agent is successful or not.
It's not just about what the agent should do, but also how it should behave, communicate and prioritize in different situations.
To get really good results, the role description needs to live and develop over time.
Think of it as a document you can constantly adjust based on how the agent actually behaves in real customer dialogues.
Once you have activated the AI agent, take the time to see how it works in practice and then update the role description based on what works well and what could be even better.
Creating an effective AI agent is therefore not a “one and done” project.
It requires a little commitment, curiosity and ongoing fine-tuning.
But that's also what makes the difference in how well the agent performs – and how well they manage to give your customers a really good experience.