Talk to every caller the right way.Stop losing leads to generic intake.
Message Scenarios let you define multiple named question sets — New Intake, Existing Client, Emergency — and let your AI receptionist pick the right one automatically based on what the caller actually needs.
One script for everyone is costing you leads.
Most answering services run the same fixed intake on every call. A new prospect, an existing client, and an emergency caller all get asked the same opening questions in the same order — even though each one needs completely different information from you.
The cost is silent. A new lead asked for an account number they do not have feels dismissed and hangs up. An existing client asked to spell their name and describe their business for the third time this month wonders why you cannot remember them. Both of those calls leave you with the wrong notes, missing fields, and qualification gaps you will never recover.
Message Scenarios fix that by letting the AI receptionist hand each caller the right question list the moment it understands their intent.
A new lead calls about pricing
"Thanks for calling. Can I have your account number, please?" The lead has no account, hesitates, and quietly bails for the next listing in the search results.
An existing client has a billing question
"Can I get your name, the name of your business, and a brief description of what you do?" They have been a customer for two years. The trust hit lands instantly.
Each caller gets the right questions
New leads get qualified on budget and timeline. Existing clients skip straight to their issue. Emergencies bypass intake entirely. Nothing is lost in translation.
Three steps from generic intake to intent-aware intake.
Setup takes a few minutes. Every change goes live on the next call.
Define your scenarios
Name each scenario in plain language — New Intake, Existing Client, Emergency, Warranty — and write the questions you want the AI to ask. You can do this in the dashboard in a few minutes.
AI detects intent
On every call, the receptionist listens for what the caller actually needs and matches it to the right scenario. No menus, no "press 1 for sales," no forced choices.
Right questions every time
The matched scenario runs its question list, fills in the fields you care about, and fires its own notifications to the right people. The Default Scenario picks up anything that does not match.
"Hi, I'd like to get a quote for a new water heater install."
Matched: Estimate Request
Confidence high. Switching to the Estimate Request question list.
"Happy to help. What's the service address, and is this for a replacement or a new install?"
Everything you need to run intent-aware intake.
Built into the product, no integrations or workflow tools required.
Multiple named scenarios
Up to five total scenarios per account — one Default plus four custom flows you name and design yourself.
Intent-aware routing
The AI listens to what the caller actually says and matches them to the scenario whose intent description fits best.
Per-scenario question lists
Each scenario carries its own ordered question list, so new prospects, existing clients, and emergencies get the right prompts.
Per-scenario notification routing
Send New Intake to sales and Existing Client to support — every scenario has its own email, SMS, and webhook targets.
Default Scenario fallback
If no custom scenario matches, the Default Scenario takes over so callers never fall off a cliff or hear an awkward pause.
Scenario analytics
See 7-day and 30-day fire counts for each scenario, so you know which intake flows are doing real work for your business.
What scenarios look like in your industry.
A few starting points — most accounts evolve their scenario set within the first month.
Law Firms
Qualify potential clients with conflict checks and case details while routing existing clients straight to their matter contact.
Medical Practices
Collect insurance and reason for visit from new patients without asking your established panel the same intro questions every time.
Home Services
Capture job scope and address for estimate calls, dispatch details for active jobs, and policy lookups for warranty callbacks.
Salons
Ask first-time bookers the right intake questions while letting regulars and wedding parties skip straight to scheduling.
Available on Scale+
Every plan — including Free and Starter — includes the Default Scenario, so every account always has a working intake. Scale+ unlocks up to four additional custom scenarios with their own question lists, notification routing, and analytics.
- Default Scenario: included on every plan
- Custom scenarios (up to 4): Scale+ and above
- Per-scenario notification routing: Scale+ and above
Message Scenarios FAQ
Six things teams ask before turning Message Scenarios on.
How does the AI know which scenario to pick?
During every call the AI listens for the caller's intent — what they say they need, the phrases they use, and answers to early clarifying questions. It then matches that intent to the scenario whose description and trigger phrases fit best. For example, "I want a quote for a new install" routes to your Estimate Request scenario, while "I think my last invoice was wrong" routes to your Existing Client scenario. You can review and tweak the intent descriptions for every scenario inside your dashboard.
Can I edit scenarios anytime?
Yes. Add, rename, reorder, or delete scenarios whenever you want. Changes go live on the next call within seconds — no redeploy, no waiting on support, no downtime. You can also pause an individual scenario without deleting it, which is handy for seasonal flows like holiday hours or promotional intake.
What if no scenario matches the caller?
Every account ships with a Default Scenario that acts as the safety net. If the AI cannot confidently match a caller to one of your custom scenarios, it falls back to the Default Scenario and runs that question list instead. That means callers always get a coherent intake, even on edge cases or brand-new request types you have not built a scenario for yet.
Can different scenarios send notifications to different people?
Yes — per-scenario notification routing is one of the main reasons teams use Message Scenarios. New Intake messages can go to your sales inbox and a sales SMS distribution list, while Existing Client messages can route directly to your support manager. Each scenario has its own email recipients, SMS recipients, and webhook target so the right person sees the right message without manual triage.
How is this different from the regular Take Message action?
Take Message is a single fixed question list applied to every caller. Message Scenarios are a layer on top: you keep a Default Scenario (which behaves like classic Take Message), and you add up to four additional scenarios that fire only when their intent matches. So instead of one script for every caller, you get the right script for every caller — with no extra work on the caller's side.
Does this work on phone calls and the website widget?
Yes. Message Scenarios run anywhere the AI receptionist runs — inbound phone calls, the website chat widget, and any embedded voice surface. The scenario logic, question lists, and notification routing all behave identically across channels, so a caller and a widget visitor with the same intent will be put through the same intake flow.
Start your free trial.
Get the Default Scenario live in minutes on any plan. Upgrade to Scale+ whenever you are ready to add intent-aware intake for your other caller types.