AI Receptionist Template

• What it does: Classifies incoming messages as general question, demo booking, or escalation, then routes each to a specialist agent that answers from a knowledge base, books appointments via your chosen calendar app, or creates a support ticket.
• Best for: front desks, SMBs, support and sales teams, anyone offering demos and handling platform Q&A and support
• Apps used: Calendar (e.g. Cal.com, Google Calendar, Calendly, Microsoft Outlook Calendar, Zoho Calendar), File Search (knowledge base), support/CRM (e.g. Zendesk)
• Setup time: 10 to 15 minutes

AI Receptionist is a no-code, multi-agent workflow that acts as a single entry point for platform-related conversations. A Router Agent classifies each message and hands off to a Q&A Agent (knowledge base), an Appointment Booking Agent (scheduling), or an Escalation Agent (support tickets). Users get answers, demo slots, or a support ticket from one channel. This template is a starting point: you can change any app, agent instructions, or agents to fit your use case. Last verified from workflow config on March 2026. Includes common failure modes and fixes.

---

Problem this solves

• Inbound messages mix questions, demo requests, and issues; manual triage is slow and inconsistent.
• After-hours or high-volume traffic leaves questions unanswered and demos unbooked.
• You want one place to handle Q&A, scheduling, and escalation without hard-coding rules.
• A single conversational entry point that routes to the right outcome (answer, booking, or ticket) improves response time and conversion.

---

What this agent does

This template can:

• Classify incoming user messages strictly related to your platform (general questions, demo booking, issues/escalation).
• Route each message to exactly one specialist agent; refuse or ignore off-topic messages.
• Answer general questions using the File Search knowledge base (uploaded PDFs, docs, FAQs).
• Present available demo slots and book appointments via a calendar app (the template uses Cal.com by default; you can use any calendar app from the Sketric App Marketplace, e.g. Google Calendar, Calendly, Microsoft Outlook Calendar, Zoho Calendar).
• Escalate complex or unresolved issues by creating a detailed Zendesk ticket (original message, context, user details) and confirming to the user.
• Keep company context consistent across agents (you replace placeholder company name and value propositions in agent instructions).

---

How it works

1. User sends a message via the trigger (e.g. widget, chat, API).
2. Router Agent analyzes intent and classifies: General Question → Q&A Agent; Demo Booking → Appointment Booking Agent; Issue/Report → Escalation Agent. Off-topic messages are not routed.
3. Q&A Agent receives the message, queries the File Search knowledge base, and returns an answer grounded in your docs.
4. Appointment Booking Agent receives booking requests, calls your connected calendar app to get bookable slots, guides the user to choose a time, creates the booking, and sends a confirmation. (The template ships with Cal.com; you can swap it for Google Calendar, Calendly, Microsoft Outlook Calendar, Zoho Calendar, or any other calendar app in the Sketric App Marketplace.)
5. Escalation Agent receives issue reports, gathers context, creates a Zendesk ticket with the full message and conversation context, and replies to the user with a short confirmation and next steps.
6. The user gets one response per message: either an answer, a booking confirmation, or an escalation confirmation.

---

Requirements

• A calendar/scheduling account for booking demos. The template uses Cal.com by default; you can use any calendar app available in the Sketric App Marketplace (e.g. Google Calendar, Calendly, Microsoft Outlook Calendar, Zoho Calendar). If using Cal.com, you’ll need the Event ID for your demo event.
• A support/CRM account for ticket creation (template uses Zendesk; you can replace with another tool from the marketplace).
• Knowledge base content: upload PDFs or docs (product manuals, FAQs) to the File Search tool so the Q&A Agent can answer.
• Company context: your company name and value propositions to paste into all four agents’ instructions (replace the SketricGen placeholder).

---

Setup guide

1. Clone the template and open it in AgentSpace.
2. Replace company context: In the instructions of all four agents (Router, Q&A, Appointment Booking, Escalation), replace “SketricGen” and the example value propositions with your company name and value propositions.
3. Scheduling: Connect a calendar app for the Appointment Booking Agent. The template ships with Cal.com; you can instead use any calendar app from the Sketric App Marketplace (e.g. Google Calendar, Calendly, Microsoft Outlook Calendar, Zoho Calendar). Replace the calendar tool node if needed and update the Appointment Booking Agent instructions (e.g. Event ID for Cal.com, or the equivalent for your app).
4. Knowledge base: Click the File Search tool node and upload your PDFs/docs (FAQs, product manuals) so the Q&A Agent can answer general questions.
5. Escalation: Connect the Zendesk tool node so the Escalation Agent can create tickets. (You can swap for another CRM from the app marketplace and update the agent to use that tool.)
6. Run Test Workflow with sample messages: a general question, a demo request, and an issue report. Confirm routing, answers, slot display, booking, and ticket creation.
7. Deploy the workflow to your widget, chat channel, or API.

Common issues and fixes

• Wrong routing: ensure messages are clearly about your platform (questions, booking, issues). Off-topic or vague messages are intentionally not routed; refine Router instructions if you need different categories.
• Q&A returns generic or wrong answers: add or update docs in File Search; keep FAQs and product info up to date.
• Booking fails: check that your calendar app is connected and that the Appointment Booking Agent instructions match your app (e.g. Event ID for Cal.com). Ensure the tool has the right permissions (e.g. list slots, create booking). If you switched to another calendar (Google Calendar, Calendly, Microsoft Outlook Calendar, Zoho Calendar, etc.), update the agent to use that tool’s actions.
• Escalation ticket missing context: the Escalation Agent sends the original message and context to Zendesk; do not set customSubDomain in the ticket create call (per instructions). If using another CRM, map the same fields.
• Off-topic messages: the Router is instructed to handle only platform-related content; users get a polite note that the agent handles only platform requests.

Customization knobs

• This template is a starting point. Any app, agent instructions, or agents can be updated for your own use case.
• Replace the default calendar app with any scheduling app from the Sketric App Marketplace (e.g. Google Calendar, Calendly, Microsoft Outlook Calendar, Zoho Calendar) and update the Appointment Booking Agent instructions and tool node.
• Replace Zendesk with another support/CRM tool from the marketplace and update the Escalation Agent to create tickets or records there.
• Add or change routing categories by editing the Router Agent instructions and adding or removing specialist agents and handoffs.
• Tune Q&A by updating the knowledge base and the Q&A Agent instructions (e.g. tone, citation rules).

---

Apps used

You can use any calendar app available in the Sketric App Marketplace (e.g. Google Calendar, Calendly, Microsoft Outlook Calendar, Zoho Calendar) and any support/CRM tool in place of the defaults. Scopes vary by how you connect each app.

---

Use cases

• Front-desk triage: One chat or widget for product questions, demo requests, and support issues. Best for SMBs and product-led teams.
• Demo booking: Automate “I want to schedule a demo” with real-time availability and confirmation. Best for sales and growth.
• 24/7 Q&A: Answer FAQs from uploaded docs and manuals without human in the loop. Best for support and customer success.
• Support escalation: Turn “I have a bug” or “I need help” into a structured Zendesk ticket with full context. Best for support and engineering.
• Unified inbox: Single entry point that routes to the right outcome (answer, meeting, or ticket). Best for teams that want one channel for all inbound.

---

Example prompts and outputs

Example 1: General question

Prompt (user): “What features does the platform offer?”

Output: Router → Q&A Agent. Q&A queries File Search and replies with an answer based on your knowledge base.

Example 2: Demo booking

Prompt (user): “I want to schedule a demo.”

Output: Router → Appointment Booking Agent. Agent fetches slots from your connected calendar app (e.g. Cal.com, Google Calendar, Calendly), asks user to pick a time, creates the booking, and sends confirmation with date and time.

Example 3: Escalation

Prompt (user): “I found a bug while deploying a workflow.”

Output: Router → Escalation Agent. Agent creates a Zendesk ticket with the message and context, then tells the user the issue has been escalated and what to expect next.

Example 4: Off-topic (no routing)

Prompt (user): “What is the weather today?”

Output: Router does not route (off-topic). User can receive a polite message that the agent handles only platform-related requests (if you add that behavior in the Router).

---

Why you need this template

• One entry point for questions, demos, and issues; no manual triage or multiple inboxes.
• Consistent routing and responses; each message gets the right specialist and tool.
• Starting point, not a locked workflow: change company context, swap apps (e.g. use Google Calendar, Calendly, Microsoft Outlook Calendar, Zoho Calendar, or any calendar/support app from the Sketric App Marketplace), add or edit agents and instructions in AgentSpace to fit your use case—no code required.
• Faster response and booking: users get answers, slots, or escalation confirmation in one flow.

---

FAQs

1) Is this an AI agent template or a fixed automation?

It is a multi-agent workflow that acts as a starting point. You can edit it in AgentSpace: change routing rules, company context, apps (e.g. swap Cal.com for Google Calendar, Calendly, Microsoft Outlook Calendar, Zoho Calendar, or any app in the Sketric App Marketplace), and add or remove agents to fit your use case.

2) Do I have to use Cal.com and Zendesk?

No. The template ships with Cal.com and Zendesk as defaults. You can use any calendar app and any support/CRM tool from the Sketric App Marketplace—e.g. Google Calendar, Calendly, Microsoft Outlook Calendar, Zoho Calendar for scheduling, and your preferred tool for tickets. Replace the tool nodes and update the corresponding agent instructions.

3) What if I don’t have a knowledge base yet?

Upload at least a few PDFs or docs (FAQs, product overview) to the File Search tool so the Q&A Agent has something to search. You can start small and add more later.

4) Can the Router handle more than three categories?

Yes. Edit the Router Agent instructions to add new categories and handoff functions, then add new specialist agents and edges in the canvas. The template ships with Q&A, Booking, and Escalation.

5) Why are some messages not routed?

The Router is instructed to handle only platform-related messages (features, demos, issues). Off-topic or non-company messages are not routed to avoid wrong handoffs. You can soften this in the Router instructions if you want a fallback response.

6) How do I set the calendar event or booking type?

If you use Cal.com: in the Appointment Booking Agent instructions, find the “Technical Details” or “Cal.com Event ID” section and set the value to your Cal.com event ID for demos. If you use another calendar app (Google Calendar, Calendly, Microsoft Outlook Calendar, Zoho Calendar, etc.), follow that app’s setup in the Sketric App Marketplace and update the agent instructions to use the correct event type or calendar.

7) Can the Escalation Agent transfer to another agent?

No. The Escalation Agent creates a Zendesk ticket and replies to the user; it does not hand off to another agent. Complex issues are handled by your support team via the ticket.

8) Where does the “company context” go?

In each of the four agents’ instructions, there is a “Company Context” (or similar) section with name and value propositions. Replace the SketricGen example with your own so answers and confirmations stay on-brand.

9) What are the main failure modes?

Wrong routing (message too vague or off-topic), empty or outdated knowledge base (Q&A can’t answer), calendar app not connected or wrong config (booking fails), support/CRM not connected (escalation can’t create ticket). Fix by tightening Router rules, updating File Search docs, and checking tool connections and IDs. If you use a different calendar (e.g. Google Calendar, Calendly, Outlook, Zoho), ensure the Appointment Booking Agent instructions reference the correct tool and parameters.

---

Related templates

• Internal Team Support – internal Q&A and procedures with a router and knowledge bases.
• Personal Ops AI Assistant – calendar, comms, and retrieval in one workflow.
• Meeting Schedular – dedicated scheduling assistant with calendar.
• Personalised Lead Outreach – enrich leads and send personalized emails.
• Pre-Meeting Preparation – prepare agendas and context before meetings.