ReceptionWorks helps businesses answer customers with AI employees. This article explains how the platform is organised, where its sections are and what the main terms mean.
What the platform is made of
The platform has three levels:
- Account — your personal sign-in: email, password, name and photo. One account can work with several businesses.
- Business — the company for which you set up work with customers. Each business has its own information, documents, team, plan and customer conversations. Data from different businesses is not mixed.
- AI employees — the business's virtual employees. They answer customers using the information you have added and pass difficult questions to the team. One business can have several AI employees with different tasks.
A role is assigned separately in each business. For example, you are the Owner in your own business and an Operator in a partner's business. For details, see Team and roles.
Where to find things
All sections open from the top bar. It has three parts: the current business, the main menu and the account menu.
Current business
The top bar shows “Current business” — the one you are working with right now. Every action on the pages applies to it. Click the business name to open the list of businesses and choose another one.
The arrow next to the name opens the business menu:
- “Business team” — members and their roles;
- “Business settings” — name, description, time zone and contacts;
- “Plan and billing” — the current plan and additional credits;
- “Switch business” — the list of your businesses.
On a phone, these items are at the bottom of the list that opens with the “Menu” button.
Main menu
Below the top line is the business's main menu:
- “Home” — a summary of the business and the next step;
- “Inbox” — conversations with customers;
- “Calendar” — what customers have booked. This item appears only when the “Appointments and bookings” module is connected;
- “AI employees” — the business's AI employees and their settings;
- “Modules” — shared business tasks: “Appointments and bookings” and “Requests”;
- “Knowledge base” — business information, reply templates and documents;
- “Setup assistant” — an assistant that sets up the business and AI employees in a conversation with you.
On a phone, the main menu opens with the “Menu” button.
The “Knowledge base” section has its own tabs: “Business data”, “Reply templates”, “Documents” and “Profile and contacts”. The last one opens the same page as the “Business settings” item.
Account menu
On the right of the top bar is your photo or initials. Click it to open the account menu:
- “Businesses” — all businesses you have access to;
- “Account profile” — name, photo, contacts and appearance;
- “Invitations” — invitations to join the teams of other businesses;
- “Security” — sign-in with a code from an app;
- “Help center” — this help;
- “Sign out” — end your session in the account.
When you are inside a business, your role in it is shown under your name.
How the “Home” page works
“Home” is the business's start page. It brings together the most important things:
- “Next action” — the step worth taking now. For example, connecting an AI employee to customers or replying to customers who are waiting for help. The button in this block takes you to the right section.
- “Team work” — appears when modules are connected. Shows questions that need a person and what is booked for today.
- Quick links to messages or team tasks and to business information.
- “AI employees” — the list of AI employees with their current status. The “Open employee” button takes you to its settings.
How to open AI employee settings
- Open “AI employees”.
- Find the AI employee in the list.
- Click “Configure”.
AI employee settings are split into three tabs:
- “Communication” — how the AI employee talks to customers: name, style, language, greeting and instructions;
- “Access” — which information and documents it uses and which actions it can perform;
- “Channels” — where customers talk to it and who replies to them.
Above the tabs there are buttons:
- “Test replies” — opens the test chat “Test replies”;
- “Pause” and “Resume” — temporarily stop and turn automatic replies back on. The Owner sees these buttons when the AI employee is already connected to customers;
- “More” — contains “Change history” and, for the Owner, “Remove employee”.
Changes to the settings take effect after you click “Apply”.
Key terms
| Term | What it means |
|---|---|
| AI employee | A virtual employee of the business who answers customers using your information |
| Knowledge base | Information about the business: services, prices, opening hours, answers to common questions |
| Documents | Business files: price lists, menus, rules and other working materials |
| Modules | Shared business tasks: “Appointments and bookings” and “Requests” |
| Access settings | What the AI employee knows and which actions it can perform |
| Channels | Where customers write to the AI employee: the chat page, website chat, Telegram |
| Conversation | The messages with one customer. All conversations are collected in the “Inbox” section |
| Support request | A customer question that needs the team's attention |
| Test chat | The “Test replies” chat for checking answers. Customers do not see it |
| Setup assistant | The “Setup assistant” assistant: helps you set up the business in a conversation |
Good to know
- All settings apply to the current business. Before making changes, check its name in the top bar.
- The sections and buttons you see depend on your role in the business. For example, a Viewer can only view.
- The appearance you choose in “Account profile” applies to all your businesses.