Can an AI receptionist answer my existing business number?

Start by deciding which calls it should answer

You may want to answer first and use the receptionist for calls you miss. Another business may want it to handle the first conversation on every call. Write down the arrangement you want, including what should happen outside opening hours.

Call diversion is one way to do this. Your existing service sends a call to another number under the conditions you set. For example, BT's mobile guidance describes options for all calls, unanswered calls, a switched-off phone and an engaged line. Those are BT's documented options; ask your provider which settings are available on your service.

I'd usually discuss a limited first trial, with a clear way to return calls to their normal route. The right arrangement depends on the conversations you want to keep answering yourself.

Source: BT Business: mobile call diversion

Ask what “keep your number” means in the proposal

Forwarding a call and transferring a number to another provider are different arrangements. Twilio describes porting as moving a telephone number between service providers. That involves coordination with the providers and a planned transfer.

Some setups connect through an existing business phone system or a SIP trunk. ElevenLabs' Reception.ai documentation, for example, lists bringing a number from Twilio or a SIP trunk, as well as forwarding an existing line. These are examples of supported routes for that product, rather than a guarantee about every receptionist service.

Ask the person preparing your quote to name the proposed route. Establish who supplies the line, who controls the number and which settings will change. If a transfer is proposed, ask what happens to other services associated with the account before agreeing to it.

Source: Twilio: what porting means; ElevenLabs: Reception.ai phone numbers

Test from the number your customers dial

Once the route is ready for testing, use another phone to call your published business number. Make an ordinary enquiry and check the saved message. Then try the conditions you agreed, such as leaving the call unanswered or ringing while the line is busy.

Check how long you hear ringing before the receptionist answers. Listen for any voicemail greeting that intervenes. Ask for a callback and confirm that the correct number reaches the person who needs to respond. Caller-ID handling and saved callback details deserve checking on the actual setup.

If the receptionist can transfer a call to you, test that too. Make sure the destination is a route where a person can answer, rather than a number whose settings send the call back to the receptionist. Ask whoever configures the phone system to check for loops.

Use made-up enquiry details for the trial and agree where test notifications go. Keep a note of the route and expected outcome so another person can repeat the checks.

Check the bill and any other number features

Ask your phone provider whether diversion is included and how diverted calls are charged. Ask the receptionist supplier about its own subscription, usage and transfer charges. Get the answer for the destination and tariff you will actually use.

If customers text your business number, include that in the discussion. An agreement about voice calls should also explain where texts go, which number sends any booking confirmation, and what happens to replies. Test the features you expect to use rather than assuming the voice demonstration covers them.

The written setup notes should say who changes the call route if opening hours change or the receptionist needs to be paused. Keep the relevant support contacts with those notes.

Know how to return to normal answering

Ask for the steps to disable the agreed route, then test them while the setup is still being checked. Call the published number again and confirm that it reaches the expected phone or voicemail. Record who has permission to make that change.

This is also a useful question before a trial ends or a subscription changes. Find out what callers will hear if the receptionist is unavailable and who is responsible for changing the route. Agree a fallback that somebody at the business can carry out.