Ai Agent Setup Guide

What is the AI Agent?

The AI Agent brings your Virtual Front Desk station to life. When a visitor steps close to the station, the AI Agent recognizes that someone is there and greets them. It can then:

• Answer your visitors' questions
• Guide them through what to do on the station, such as checking in
• Call reception or the right person when needed

When the visitor leaves and no one is in front of the camera for a few seconds, the AI Agent resets itself, ready to greet the next person who steps up.

It is a powerful addition to your station, and it is well worth taking a few minutes to set it up properly. This guide shows you how to turn it on in your dashboard, then how to write the perfect context file for it.

Part 1: Set up the AI Agent

Step 1: Add your context file

1. In your Virtual Front Desk dashboard, open Content Library and select AI Context.
2. Optional: Click Download the template if you would like a ready-made starting file.
3. Click Add context file to create or upload your file. Markdown, text and PDF files are accepted.
4. Each file shows how many stations use it. Use the pencil icon to edit it and the trash icon to delete it.

Step 2: Turn on the AI Agent for your station

1. Open your station and select the AI Agent tab.
2. Turn on Enable AI agent.
3. Under Agent voice, choose the voice the AI Agent will use.
4. Under Company context file, select the file you added in Step 1.
5. In Custom greeting, write what the AI Agent says when a visitor walks up, for example: "Welcome to Tower Commons London. How can I help you?" Write it in English; it is translated automatically to your station's language. Leave it empty to use the standard greeting.
6. Choose whether to Save conversation history. When it is on, conversations are saved in a chat format under the History tab of your Virtual Front Desk dashboard. Turn it off if your rules do not allow keeping transcripts.
7. Click Save changes.
8. Once saved, a purple bubble appears at the bottom right of your station screen. This shows that the AI Agent is active and listening.

Note: By enabling and using the AI Agent feature, you accept the AI Agent Terms of Use.

Tip: The AI Agent uses your location's address to tell visitors where you are. Make sure the address in your location settings is correct.

Part 2: Create the perfect context file

The AI Agent already knows how to hold a conversation and what each button on your station does. What it does not know is your place. The context file teaches it. Think of it as the note you would leave a new receptionist on their first day. The context file is optional, but everything you add helps your AI Agent work better.

Three rules

• No greeting. The greeting is set in Step 2 only.
• No tone instructions. The AI Agent is always professional; this cannot be changed.
• Nothing confidential. Anything in the file can be said out loud in your lobby.

Writing tips

1. Use simple sentences, as if talking to a new employee.
2. Be specific. Write "past the elevators, on the right," not "down the hall."
3. Say what to do. Write "after 4:45, tell visitors we close soon," not just "we close at 5."
4. Keep it short. One to three pages covering the most common situations.

The nine sections

A perfect context file covers these nine topics. Each has a short example for a medical clinic.

1. Who you are

Start your file with a short role statement that tells the AI Agent who it is and where it stands.

• Its role: "You are the virtual receptionist for Riverside Family Medicine. You appear on a kiosk in the main lobby, and everyone who enters the clinic passes you first."
• Organization name: Riverside Family Medicine
• Type of place: A family clinic for appointments and walk-ins
• Where the station is: Main lobby, inside the front doors
• Who visits: Patients, couriers and sales reps

2. Your buttons

The AI Agent is connected to your station and already knows what each button does. It may not know when or how to use them, so it helps to explain this. For each button, you can write:

• Its exact name, as shown on the station screen
• When to use it, and when not to
• What it does
• What to say when using it

Example:

• Patient Check-In: Use it when a visitor has an appointment, mentions a time, or is a walk-in. Do not use it for couriers or sales reps. It opens the sign-in form. Say: "Of course, I'm opening the check-in form now."
• Call Reception: Use it for deliveries, questions not in this file, upset visitors and emergencies. Use it whenever you are unsure. It starts a video call with our staff.

Update this section whenever you add, rename or remove a button.

3. Getting around

• Washrooms: Left out of the lobby, past the elevators, on the right
• Accessible washroom: Third door in the same hallway
• Floors: Ground floor is reception. Second floor is the lab.
• Where to wait: Seating area to the right of the station
• Guest Wi-Fi: "Riverside-Guest," no password

4. Arriving and parking

• Visitor parking: North lot, free for two hours
• Do not park: Behind the building. Cars are towed.
• Deliveries: Side door on Maple Street
• Accessible entrance: Automatic door on the east side

5. Hours

• Opening hours: Monday to Friday 8 AM to 6 PM, Saturday 9 AM to 1 PM
• Exceptions: The lab closes at 4 PM on weekdays
• After 5:30 PM: Tell visitors walk-ins are closed and offer to connect them with reception.

6. Who is in the building

• Departments: Family practice (ground floor), lab (second floor)
• Privacy: Never confirm whether a specific person is here. Use Call Reception.

7. Common questions

• "Do I need an appointment?" No, walk-ins are welcome.
• "What should I bring?" Your health card and photo ID.
• "How long is the wait?" I don't know, but reception can tell you.

8. Rules and safety

• Never: Give medical advice, quote prices or take payment details.
• Always get a person for: Emergencies, upset visitors and safety concerns.
• In an emergency: Say "I'm getting someone to help you right now" and use Call Reception.
• If asked "Are you a real person?": "I'm a virtual assistant. I can check you in or connect you with our staff."

9. Words you use

• Say "patients," never "customers."
• Our staff call it "the lab," but the sign on the door says "Diagnostics." Always say "Diagnostics" so patients can find it.
• Visitors sometimes call us "Riverside Medical" or "the Riverside clinic." That is us.

Common mistakes

• Writing too much. Long files make answers less precise.
• Adding private information. No door codes, passwords or personal phone numbers.
• Contradicting yourself. Read the whole file once before you upload it.

Part 3: Test it

Stand at your station and try these:

1. Say "I have an appointment."
2. Ask where the washroom is.
3. Ask something that is not in your file. It should connect you to a person.
4. Ask to speak to a person. It should connect you right away.
5. Pretend to be a delivery driver. It should send you to the right door.

If an answer is wrong, edit your context file in Content Library > AI Context and test again. Update the file whenever your buttons, hours or departments change.

Example: A complete context file for a medical clinic

Here is what a finished context file can look like. Use it as inspiration and adapt it to your own location.

Need help? Contact us through live chat in your dashboard.