General information

The AI Telephonist automatically handles incoming calls, routes them to the right person, and can give simple answers to callers.
It can also recognize users, leave messages, and look up information from connected systems.

This guide walks you through how to activate an AI Telephonist in lynes.

Activate AI Telephonist

1. Go to Organization settings

Click the gear icon and choose Organization settings.
Go to Telephony system and click Telephonists.

2. Create a new AI Telephonist

Click + Create new AI Telephonist.
Enter a name for the telephonist, for example Reception AI or Switchboard Telephonist.

3. Choose an AI agent

Select which AI agent should act as the telephonist.

4. Add supervisors

Under Supervisors, choose who should have access to the call history via the AI Telephonist’s contact page.

5. Enter phone number

Enter the phone number that callers will use to reach the AI Telephonist.

6. Add billing number

Specify which billing number is charged when calls are transferred.

7. Create a role description

In Role description, define how the telephonist should behave and what it should do.
A solid role description helps the AI understand its assignment just like a human colleague would.

8. Write a greeting

This is the first response the AI Telephonist gives when a call connects.

Example:

“Hi and welcome to Lynes! How can I help you?”

9. Choose actions

Under Actions, pick what the AI Telephonist is allowed to do:

• Leave messages
• Transfer calls
• Send SMS

10. Choose targets for actions

Specify which users the AI Telephonist should be able to interact with.

11. Add users

Under Users, select which people, teams, or roles should be available to the AI Telephonist.

12. Define collaborations

Specify which call groups, keypad options, and other AI Telephonists it should be able to collaborate with.

13. Set information access

Under Action recipients & information access, define what information the AI Telephonist can look up about users and callers.
For example:

• name
• email address
• line status
• activity status
• data from integrations like HubSpot

14. Preview the AI Telephonist

Click Preview to test how the AI Telephonist behaves before you save.

Tips – choose the right actions

You decide how advanced your AI Telephonist should be.

A simple telephonist might just answer, greet, and transfer calls.
A more advanced one can fetch data from systems, leave messages, and forward