Call types and lead qualification

Pick the right role for your receptionist and teach it what a promising caller looks like.

Not every business wants the same receptionist. A plumber wants messages taken; a sales team wants callers qualified. In LimePhone you steer this with the agent's role and its instructions.

Choose a role

When you create an agent (AI Receptionist → Create receptionist), step 1 asks for a Role:

• Virtual Receptionist — greets callers, answers basic company questions, takes detailed messages.

• Customer Support — helps existing customers, troubleshoots, handles complaints with empathy.

• Sales Assistant — answers product/service questions and captures interested prospects.

• Inbound Sales — guides callers who are already interested toward a next step.

• Lead Qualifier — asks callers about their needs, budget, and timeline, and gathers details for your sales team.

• Appointment Scheduler — collects preferred dates, contact details, and the reason for the appointment.

Choosing a role auto-generates the agent's greeting and instructions around your business name and industry (from Settings → Business info). You can edit everything it generates — the role is a starting point, not a lock-in.

Teach it what "qualified" means

There's no separate qualification settings screen — qualification lives in the agent's instructions. Edit them to spell out what you want asked and captured. For example:

Before ending the call, always collect:
1. The caller's full name and callback number
2. What they need (repair, quote, new installation)
3. Their timeline — this week, this month, or just researching
4. Their suburb or area

A caller is a strong lead if they need work within a month and are in
our service area. For strong leads, say a team member will call back
within the hour.

Be concrete: name the questions, the order, and what counts as a good fit for you. The agent asks naturally in conversation rather than reading a checklist.

Where the answers end up

What the agent learns on a call lands in its summary and transcript. Review them in Call Logs (see Call Logs & activity) and in the Recent calls feed on the AI Receptionist page, which shows each call's outcome — such as Message taken or Handled — at a glance. Caller details also flow into Contacts so you can follow up.

Run different agents for different jobs

You can create multiple agents — for example a Lead Qualifier on your sales number and a Customer Support agent on your main line — and connect each to different numbers in step 4 of the wizard.

Verify your questions actually get asked with a test call: Test your AI Receptionist.