Voice receptionist

You’ll build a phone agent that answers calls, follows a consistent greeting and routing script, and hands structured details to a workflow for follow-up.

The plan

1. Create the receptionist agent
2. Encode the call script as a skill
3. Connect a phone number with Twilio Voice
4. Hand off captured details to a workflow

Step 1 — Create the agent

Create an agent in Agents. In System instructions, keep responses short and spoken-friendly, and define what the receptionist can answer versus route.

Step 2 — Capture the script as a skill

Put your greeting, qualifying questions, and routing rules into a skill and attach it so every call follows the same flow.

Step 3 — Connect the phone line

Add Twilio Voice as a channel and complete setup in the Twilio integration. For a managed voice option, see Vapi. Test the call flow before going live.

Step 4 — Follow up with a workflow

Use a workflow to take the details captured on the call (caller, reason, callback) and create the right ticket, message, or task. Test it before activating.

Where to go next

• Internal IT helpdesk
• Twilio integration
• Workflow overview