Receptionist

What is SimBuster Receptionist?

Instead of sending every incoming call straight to one person, Receptionist can welcome the caller, play a message, ask the caller to choose an option and then route the call according to the flow you create.

A simple business phone menu might say:

• Press 1 for Sales
• Press 2 for Support
• Press 3 for Accounts

Each option can then have its own destination or next step.

Receptionist is useful for small businesses, freelancers, remote teams, side businesses and anyone who wants professional call handling without setting up a traditional PBX or desk-phone system.

You can start with a very simple greeting and call route, or build a more detailed puzzle-style IVR with multiple menu choices and different paths.

What is an IVR or auto attendant?

An auto attendant performs a similar job: it answers the call, gives the caller choices and routes the call to the right person or destination.

Traditional IVR systems are often configured through PBX hardware, complex web portals or telecom administration tools. SimBuster turns this into a visual mobile flow so you can create and edit the call journey from your phone.

The caller does not need the SimBuster app. They simply call your SimBuster phone number from an ordinary phone and hear the Receptionist you have configured.

Simple Receptionist or puzzle-style IVR?

Simple flow

A simple flow is useful when you want to play a welcome message and then send the call to one destination.

For example:

“Thanks for calling Smith & Co. Please hold while we connect you.”

The call can then continue to the destination you selected.

Puzzle-style IVR

Use the visual puzzle builder when callers need choices or different call paths.

For example:

“Welcome to Smith & Co. Press 1 for Sales, press 2 for Support, or press 3 for Accounts.”

The caller’s keypad selection determines which connected puzzle path runs next.

A puzzle flow can also combine menu choices with other supported steps such as opening hours, greetings, call transfers, voicemail, CallTones and AI Assistant.

Start with the simplest flow that solves the caller’s problem. Add more branches only when they make the call easier to handle.

Is Receptionist included with a SimBuster phone number?

Some parts of the call flow can still use paid SimBuster services. Examples can include:

• Speech Credit when you generate or regenerate spoken greetings and IVR prompts;
• Call Credit when an incoming call is forwarded onward to an external telephone number;
• AI usage or AI plans when a call is handled by AI Assistant; and
• other chargeable calling or routing services where shown in the app.

The relevant price, credit requirement or plan is shown by SimBuster before you activate the chargeable service.

Learn about SimBuster phone numbers

Learn about Speech Credit

Open Receptionist

The Receptionist area shows the flows available to your account and gives you the option to create or edit a call-handling setup.

If you already have a Receptionist, open it to review its connected phone numbers, call flow, greeting, voice and routing.

If you are starting for the first time, create a new Receptionist and follow the setup steps.

Create a new Receptionist

A practical setup order is:

1. Open Receptionist.
2. Create a new Receptionist or call flow.
3. Choose a simple flow or the visual puzzle-style IVR where offered.
4. Add your welcome greeting.
5. Choose the voice or audio you want callers to hear.
6. Add menu options if you need a Press 1 / Press 2 phone menu.
7. Set the destination for each call path.
8. Add business-hours or after-hours behaviour if needed.
9. Connect the Receptionist to the SimBuster phone number that should use it.
10. Review and test the full call journey.
11. Publish or activate the Receptionist.
12. Call the number from another phone and confirm the live behaviour.

You can edit the Receptionist later, so your first version does not need to cover every possible scenario.

Choose which phone number uses Receptionist

Choose the number that callers will dial and assign Receptionist as the incoming call destination or connect the number from within the Receptionist setup, depending on the screen you are using.

This changes what happens when that number receives a call. Instead of ringing directly in the app, the call can enter the Receptionist flow you created.

Before going live, check that:

• the phone number is active;
• the correct number is assigned;
• the number is not still set to a different incoming call destination;
• the Receptionist has been saved or published; and
• every important menu branch has a valid destination.

Learn about incoming call routing

Add or remove assigned phone numbers

Open the Receptionist settings to see its assigned numbers. Add a number when you want that number to use the flow, or remove it when the number should return to a different incoming call route.

This is useful if several business numbers should use the same company greeting and menu.

Before removing a number, decide where calls to that number should go next. A number with Receptionist removed can be routed back to the SimBuster app, another supported destination or a different Receptionist or AI Assistant setup.

Create the welcome greeting

Keep it short and useful. Tell the caller who they have reached and what they should do next.

A simple menu greeting could be:

“Thank you for calling Smith & Co. Press 1 for Sales, press 2 for Support, or press 3 for Accounts.”

A simple non-menu greeting could be:

“Thank you for calling Smith & Co. Please hold while we connect your call.”

Good phone greetings usually:

• identify the business or purpose of the number quickly;
• give menu choices in a clear order;
• use short department names;
• avoid unnecessary marketing language before the caller can choose;
• repeat only information that the caller genuinely needs; and
• match the keypad options and routes in the visual flow.

If you change the wording after generating the spoken audio, you may need to generate the greeting again using Speech Credit.

Choose a professional voice or avatar

Preview the available voice options and choose one that matches how the number is being used.

For a customer-facing business line, a clear professional voice is normally the best choice. Different languages and accents can be available depending on the current voice catalogue.

Some entertainment or celebrity-inspired parody voices may be intended for personal or simple supported call flows rather than formal business use. They are fictional or parody-style voices and should not be presented as official recordings or endorsements by a real person.

You can change the selected voice later. If changing the voice requires the audio to be generated again, Speech Credit can be used for that regeneration.

Explore Avatars & Voices

How Speech Credit works with Receptionist

Speech Credit is separate from Call Credit and SMS Credit.

Speech Credit

Used to generate voice audio such as greetings, announcements and menu prompts.

Call Credit

Used for ordinary outgoing calls, Calling Plans and chargeable external call forwarding or other eligible calling usage.

SMS Credit

Used for supported outgoing SMS messaging.

Speech Credit is charged when supported audio is generated, including regenerations. Editing the text and generating the voice again can therefore use additional Speech Credit.

Purchased Speech Credit does not expire. The amount required depends on the text and generation being created, and SimBuster shows the relevant requirement in the app.

Before generating a long greeting, read the text once and remove anything unnecessary. Shorter prompts are normally easier for callers to understand and avoid wasting credits on repeated regeneration.

Learn about Speech Credit

Use your own greeting audio

Use a clear recording without background noise, long silence or music that makes the instructions difficult to hear.

Only upload audio that you own or have permission or a valid licence to use.

If your uploaded audio contains menu instructions, make sure the spoken options exactly match the keypad routes in the Receptionist flow.

Build your visual IVR with puzzle blocks

Each block represents a step or decision in the call. Connect the blocks in the order you want the call to follow.

A typical visual IVR can include:

1. an incoming call;
2. a welcome greeting;
3. a keypad menu;
4. different branches for Press 1, Press 2 or Press 3;
5. a destination for each branch; and
6. additional supported steps such as opening hours, voicemail, AI Assistant or CallTones.

Think of the flow from the caller’s point of view. Every branch should answer one question:

What should happen next?

Avoid creating unnecessary layers. If a caller has to listen to several menus before reaching a person, the IVR becomes harder rather than more useful.

Before publishing, follow every visible connection from the start of the puzzle to its final destination and make sure there are no incomplete branches.

Create Press 1, Press 2 and Press 3 menu options

For example:

• Press 1 → Sales
• Press 2 → Customer Support
• Press 3 → Accounts

The spoken greeting and the visual puzzle must agree. If the greeting says “Press 2 for Support” but the Press 2 branch is connected to Sales, the call will follow the visual route rather than the wording of the greeting.

Keep the first menu short. Three to five clearly named choices are normally easier for callers than a long list.

When possible, put the most common reason for calling near the beginning of the menu.

After adding each keypad option, connect it to a destination before testing the flow.

Create departments such as Sales, Support or Accounts

You can create labels that make sense for your organisation, such as:

• Sales
• Support
• Accounts
• Bookings
• Existing Customers
• New Customers
• Deliveries
• Reception
• Emergency or Urgent Enquiries, where appropriate for your own business process

The department name is for your organisation and callers. It does not need to match a traditional office structure.

Each department can route to the SimBuster app, another telephone number, AI Assistant, voicemail or another supported call-flow step depending on your setup.

Build multi-step and nested call flows

For example:

Main menu

• Press 1 for Sales
• Press 2 for Support

Support menu

• Press 1 for Billing
• Press 2 for Technical Support

Multi-step flows can be useful when a business has genuinely different teams or destinations, but every extra menu adds time for the caller.

Use a nested menu only when it helps route calls more accurately. If two options ultimately go to the same person, a separate menu is probably unnecessary.

When building a larger IVR:

• give every branch a clear label;
• avoid duplicate or ambiguous menu choices;
• check that no branch ends without a destination;
• test every keypad path separately; and
• keep the caller’s total journey as short as possible.

Route a Receptionist call to the SimBuster app

For example:

Press 1 for Sales → Ring in the SimBuster app

For reliable app ringing:

• keep SimBuster installed and signed in;
• allow notifications;
• make sure the phone has a suitable internet connection; and
• check Focus, Do Not Disturb and battery restrictions if incoming calls are not alerting you.

If a Receptionist route points somewhere else, the app will not ring for that branch because the call is following the destination you configured.

Learn about receiving SimBuster calls

Route a call to another telephone number

This is useful when a department should ring a mobile, landline, colleague, office line or another external destination.

Enter the destination in the correct international format and check the number carefully before publishing the flow.

External call forwarding can create a chargeable outbound call leg. Make sure the account has enough Call Credit and check the applicable rate before relying on the route for live customer calls.

If the external number changes, update the Receptionist rather than leaving an old destination in the puzzle.

Learn about Call Credit

Route callers to AI Assistant

Receptionist uses structured rules and keypad choices. AI Assistant can hold a spoken conversation and respond using the information and instructions configured for the Assistant.

For example:

• Press 1 → Sales team
• Press 2 → Support team
• Press 3 → AI Assistant for common questions

You can also use AI Assistant as a destination when nobody is available to answer personally, depending on the flow you build.

AI Assistant usage is separate from Speech Credit used to create a Receptionist greeting. Check the AI plan or minutes shown in SimBuster before routing live calls to an Assistant.

Learn about AI Assistant

Send a Receptionist call to voicemail

Examples include:

• an after-hours route;
• an unanswered department;
• a dedicated “Press 3 to leave a message” option; or
• a fallback path when your team is unavailable.

Configure the voicemail greeting and any available delivery or notification settings, then test the full path from an outside phone.

Do not assume voicemail in Receptionist is the same as the direct Where calls go options shown in Phone Numbers. Receptionist follows the blocks and destinations configured inside the call flow.

Set business hours and opening hours

For example:

During opening hours

Play the normal welcome message and offer Sales, Support and Accounts.

Outside opening hours

Play an after-hours message and send the caller to voicemail, AI Assistant or another supported destination.

When setting hours:

• check the days of the week;
• check opening and closing times;
• confirm the timezone used by the schedule;
• decide what happens before opening, after closing and on weekends; and
• test at least one in-hours and one out-of-hours path.

If your business changes its schedule for holidays or special dates, update the Receptionist when needed.

Create an after-hours message and route

Example:

“Thanks for calling Smith & Co. Our office is currently closed. Our normal hours are Monday to Friday, 9am to 5pm. Please leave a message and we’ll get back to you.”

Keep the message accurate. If you mention opening hours in the spoken greeting, update the audio when the schedule changes.

Your after-hours path can then connect to a supported destination such as voicemail or AI Assistant, or follow another route you configure.

Add CallTones to your Receptionist

A CallTone is different from the Receptionist greeting:

• Receptionist greeting gives the caller information or menu instructions.
• CallTone adds music, branded audio or another short sound around the supported call stage.

Use CallTones carefully. The caller should still reach the useful part of the call quickly.

Where supported, choose an available CallTone or use your own licensed audio. Custom audio must be content you own or have permission to use.

Learn about CallTones

Review the complete call flow before publishing

Check each of these items:

1. Phone number - the correct number is assigned.
2. Greeting - the wording is correct and the audio has been generated or uploaded.
3. Keypad options - every number mentioned in the greeting exists in the puzzle.
4. Routes - every branch has the intended destination.
5. External numbers - forwarded numbers use the correct country code and are still current.
6. Business hours - opening times and timezone are correct.
7. After-hours path - callers have a useful destination outside normal hours.
8. AI Assistant - the correct Assistant is selected and has available usage where required.
9. Voicemail - any voicemail branch is configured and tested where used.
10. CallTones - audio is short, appropriate and does not hide menu instructions.
11. Speech Credit - all required spoken prompts have actually been generated.
12. Incomplete blocks - no visible route ends unexpectedly.

A Receptionist can look correct on screen but still feel confusing when heard over a real phone call. Always test it as a caller.

Test your Receptionist before customers call

Do not test only the first greeting. Try every important route.

For a three-option menu, test:

• Press 1;
• Press 2;
• Press 3;
• the opening-hours route;
• the after-hours route; and
• any fallback, voicemail or AI Assistant destination you rely on.

Listen for:

• clear audio;
• correct menu wording;
• enough time for the caller to press a key;
• accurate routing;
• sensible transfer time; and
• a clean ending if a route cannot connect.

If possible, ask somebody who did not build the menu to test it. They are more likely to notice confusing instructions.

Publish and go live

After activation, call the number from an external phone one more time. This confirms the live number is using the same Receptionist you tested.

If the old routing still answers, check the number assignment and incoming call destination, then confirm that your latest Receptionist changes were saved or published.

Edit a live Receptionist

Common changes include:

• updating the welcome greeting;
• changing Press 1 / Press 2 menu options;
• adding or removing a department;
• changing the phone number used for a transfer;
• changing the selected voice;
• regenerating prompt audio;
• adjusting opening hours;
• changing after-hours routing;
• adding or removing AI Assistant;
• changing voicemail behaviour; and
• changing CallTones.

After a material change, save or publish it and repeat the relevant test calls.

If you change only the visual route but forget to update the spoken menu, callers can hear instructions that no longer match the puzzle. Review both together.

Stop using Receptionist on a phone number

Before doing this, choose where future calls should go.

For example, you may want the number to:

• ring in the SimBuster app;
• forward to another supported telephone number;
• use AI Assistant; or
• use another available call-handling setup.

Removing Receptionist from one number does not necessarily mean you need to delete the Receptionist itself. Keep the flow if you expect to use it again or if other numbers still depend on it.

Manage where calls go

Understand Receptionist credits and call charges

Generating greetings and IVR prompts

Uses Speech Credit where SimBuster generates spoken audio from text. Regenerating changed text can use additional Speech Credit.

Forwarding a call to an external phone number

Can use Call Credit for the onward call leg. The rate depends on the destination.

Sending a call to AI Assistant

Uses the AI plan, minutes or other AI usage shown for the Assistant.

Receiving a call on the original SimBuster number

The phone number itself remains subject to its normal number price, validity, renewal and any applicable incoming-call terms.

CallTones or other optional services

Any separate price or credit requirement is shown where the feature is activated.

Do not assume one SimBuster balance pays for every part of the call. Call Credit, SMS Credit and Speech Credit are separate.

Learn about Plans & Bundles

Use Receptionist with more than one business number

For example:

• a London number can use a UK Sales Receptionist;
• a separate support number can use a shorter Support menu;
• another business number can route directly to AI Assistant after a greeting; or
• multiple eligible numbers can use the same Receptionist where assignment is supported.

Do not make every number use one large menu just because it is possible. A dedicated number with a short, relevant call flow often gives callers a better experience.

Manage multiple SimBuster numbers

Receptionist vs AI Assistant

Receptionist

Uses structured rules, greetings and keypad choices. It is ideal for predictable routing such as “Press 1 for Sales” and “Press 2 for Support”.

AI Assistant

Uses AI to hold a spoken conversation, answer supported questions and handle calls using the information and instructions you configure.

Use Receptionist when the caller should choose from clear options. Use AI Assistant when the call needs a conversational response.

You can also combine them. A Receptionist menu can route one or more branches to AI Assistant where supported.

Learn about AI Assistant

Call does not reach Receptionist

1. Confirm the SimBuster phone number is active.
2. Open the number and check its current incoming call destination.
3. Confirm the correct Receptionist is assigned to that number.
4. Make sure the Receptionist is saved, published or active.
5. Check that the number was not recently changed back to app ringing, external forwarding or AI Assistant.
6. Call from a separate external phone rather than relying only on an internal preview.
7. If several Receptionists exist, confirm you edited and published the same one that is assigned to the number.

If the correct setup repeatedly fails, note the SimBuster number, approximate test time and what happened when the call arrived before contacting support.

Caller presses a menu key but nothing happens

1. Check that the spoken greeting mentions the same key that exists in the visual puzzle.
2. Confirm the keypad option is connected to a destination.
3. Test the key from an ordinary mobile or landline.
4. Wait until the menu prompt reaches the point where input is accepted, then press the key once.
5. Check that the destination connected to the key is itself valid and active.
6. Republish the flow if you recently changed the menu.

If one caller has the problem but other test phones work, the issue can be related to how that caller’s network or telephone sends DTMF keypad tones.

A menu option goes to the wrong person or destination

The Receptionist follows the connected route, not the wording of the greeting.

For example, if the audio says “Press 1 for Sales” but the Press 1 block is connected to Support, the call will follow the Support route.

Correct the connection, save or publish the change and place another external test call.

For an external phone destination, also check the full telephone number and country code.

Greeting or menu audio is not playing correctly

For generated speech:

• confirm the text was generated successfully;
• confirm the correct voice is selected;
• make sure the current version of the flow is using the newly generated prompt; and
• regenerate only if the text or audio genuinely needs changing.

For uploaded audio:

• confirm the upload completed;
• make sure the correct file is selected;
• use a clear supported audio file; and
• remove long silence at the beginning or end.

If the audio plays but the wording is old, you may have edited the text without regenerating the spoken version.

Speech generation fails or Speech Credit is low

1. Check your available Speech Credit.
2. Make sure the text is not empty.
3. Confirm the selected voice is available for the flow you are building.
4. Shorten unusually long text and try again.
5. Check that the app has an internet connection.
6. Avoid repeatedly pressing generate while a generation is already processing.

Speech Credit can be charged for generations and regenerations, so proofread the text before trying again.

If you need more Speech Credit, open the Speech Credit plans in SimBuster and choose the available amount you need.

Learn about Speech Credit

Opening hours or after-hours routing is wrong

1. Check the days selected in the business-hours schedule.
2. Check the opening and closing times.
3. Confirm the timezone used by the Receptionist.
4. Check whether the current day is intended to be open or closed.
5. Confirm the after-hours branch is connected to the correct destination.
6. Save or publish any schedule changes.
7. Test once during an in-hours period and once during an out-of-hours period where practical.

If your spoken after-hours greeting includes exact opening times, make sure the audio still matches the schedule shown in the app.

Receptionist FAQ

What is SimBuster Receptionist?

Receptionist is SimBuster’s visual IVR and auto-attendant builder. It lets you create greetings, phone menus and call-routing flows from the mobile app.

What does IVR mean?

IVR means Interactive Voice Response. It is the type of phone system that can say “Press 1 for Sales” and route the caller according to the keypad option they select.

Is Receptionist the same as an auto attendant?

Receptionist can be used as an auto attendant. It can answer a call, play a greeting, present menu choices and route the caller to the correct destination.

Do I need a PBX or desk phone?

No traditional PBX hardware or desk phone is required to build the SimBuster Receptionist. The call flow is created and managed through the app.

Do I need coding or telecom experience?

No. The visual puzzle builder is designed so that call steps and routes can be connected without writing code.

Can I make a Press 1 / Press 2 phone menu?

Yes. Add keypad options to the Receptionist puzzle and connect each option to the destination you want.

Can I create Sales, Support and Accounts options?

Yes. Menu choices can represent departments or any other routing categories that make sense for your organisation.

Can I route calls to the SimBuster app?

Yes. A supported Receptionist route can send the call to the app so you can answer there.

Can I forward a Receptionist call to another mobile or landline?

Yes, where the destination is supported. External forwarding can use Call Credit for the onward call leg.

Can I send a Receptionist call to AI Assistant?

Yes, where supported. Receptionist can provide structured menu choices and route selected calls to AI Assistant for conversational handling.

Can callers leave a voicemail?

Yes, where voicemail is available in the Receptionist flow. You can add a voicemail path for selected callers, after-hours calls or another supported scenario.

Can I set business hours?

Yes. Receptionist can use opening-hours and after-hours paths so calls are handled differently depending on when they arrive.

Can I use different routing when the business is closed?

Yes. Create an after-hours message and connect the closed-hours path to voicemail, AI Assistant or another supported destination.

Can I use my own recorded greeting?

Where supported, you can upload your own audio instead of generating a voice prompt. Only use audio you own or have permission to use.

Can SimBuster generate the greeting for me?

Yes. Supported voices can turn your greeting text into spoken audio using Speech Credit.

What is Speech Credit?

Speech Credit is the balance used to generate supported spoken audio such as Receptionist greetings and IVR menu prompts. It is separate from Call Credit and SMS Credit.

Do Speech Credits expire?

Purchased SimBuster Speech Credits do not expire.

Does regenerating a greeting use Speech Credit again?

Yes. Speech Credit can be used each time supported audio is generated, including regenerations.

Can I change the Receptionist voice later?

Yes. You can choose another supported voice. If the audio must be generated again, the regeneration can use Speech Credit.

Can I use different voices for different Receptionists or numbers?

Where supported, different call flows, numbers and AI setups can use different available voices.

Can I add CallTones?

Yes, where supported. CallTones can add short music, voice or branded audio around parts of the call experience.

Can one Receptionist be used by several numbers?

Where supported, you can add or remove assigned SimBuster phone numbers from a Receptionist. Check the assigned-number settings for the flow.

Can I have different Receptionists for different numbers?

Yes. This can be useful when separate numbers serve different businesses, countries, teams or purposes.

Can I edit Receptionist after it goes live?

Yes. You can change greetings, menu choices, routes, numbers, hours and other supported settings. Test important routes again after editing.

How do I stop a number using Receptionist?

Remove that number from the Receptionist assignment or change the number’s incoming call destination to another supported route.

Is Receptionist free?

The Receptionist feature is included with SimBuster phone numbers. Speech generation, external forwarding, AI usage and other chargeable services used inside a flow can still require the relevant credit or plan.

What happens if a caller does not press anything?

The result depends on the call flow and fallback behaviour you have configured. Test a call without pressing a key so you know what your callers will experience.

Can I build a multi-level IVR?

Where supported by the visual puzzle flow, you can connect more than one decision or menu. Keep nested menus as short as possible so callers can reach the right destination quickly.

What should I test before going live?

Test every important keypad option, opening-hours path, after-hours path and external destination from a real phone. Also check that the spoken menu exactly matches the visual routes.

Related SimBuster guides

• Get a business, local, mobile or toll-free number and choose where incoming calls go

  
  Go to Phone Numbers

• Let AI Assistant answer supported calls and handle conversations

  
  Go to AI Assistant

• Choose professional voices and supported character-style voices for greetings and call flows

  
  Go to Avatars & Voices

• Buy and manage credits used to generate Receptionist greetings and IVR prompts

  
  Go to Speech Credit

• Add music, branded audio or short sound clips to supported call experiences

  
  Go to CallTones

• Add credit for external forwarding, calls, Calling Plans and other eligible calling usage

  
  Go to Call Credit