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Your AI receptionist answers every call in your business name, in British English, day and night. It answers questions from your own information, takes the caller's details, and puts everything into the CRM: the call, the transcript, a new contact, and a follow-up text and email. It runs on Retell, on your own Retell account, so you only pay Retell for the minutes you use.
You do not need to write the instructions or set a webhook. The CRM does both for you in step 4.
Pick the option that suits you.
Buy or import a number in Retell (option B or C), then set up call forwarding on your existing business line to that number. Most landline and mobile providers let you forward all calls, or only when you are busy or do not answer. Your customers keep ringing the number they already know.
In Retell open Phone Numbers, click Buy number and choose the United Kingdom. UK numbers need a one-off regulatory check (photo ID, proof of a UK business address from the last 12 months, and your company details), so allow a few working days. About £1.50 a month.
In Twilio, create an Elastic SIP Trunk, point its origination at Retell and add your number to it. Then in Retell open Phone Numbers, choose Import and enter the number and your trunk details. Retell's guide "Connect Retell to Twilio with elastic SIP trunking" walks through each screen. Retell does not charge phone line fees for imported numbers; Twilio bills you instead.
Once the number is in Retell, open it and set Inbound call agent to the agent from step 2.
Whenever you change your knowledge base or greeting and save, the CRM updates Retell for you.
You pay Retell directly for the minutes your receptionist is on the phone, billed to the second. There is no monthly platform fee. The price per minute depends on the voice and AI model you choose, plus the UK phone line.
| Set-up | What it uses | Per minute | 100 minutes | 250 minutes | 500 minutes |
|---|---|---|---|---|---|
| Budget | Retell platform voice + GPT 5.4 mini | 8.3p | £8.28 | £20.71 | £41.42 |
| Recommended | ElevenLabs voice + GPT 5.6 Terra or Claude 5 Sonnet | 13.2p | £13.22 | £33.06 | £66.12 |
| Premium | ElevenLabs voice + GPT 5.5 | 20.5p | £20.52 | £51.30 | £102.60 |
Plus about £1.50 a month for a phone number bought in Retell.
Most receptionist calls last 2 to 3 minutes, so 100 minutes is roughly 35 to 50 calls. On the recommended set-up that is about £13.22, or around 30 to 40p a call, plus the number. A business taking 10 calls a day would use about 500 to 700 minutes a month, which is roughly £66.12 to £92.57.
Prices are Retell's published pay-as-you-go rates in US dollars (voice platform $0.055, voice $0.015 to $0.04, AI model $0.024 to $0.16, UK line $0.015 per minute), converted at about 76p to the dollar, checked on 27 September 2026. Your bank's exchange rate, VAT and optional extras (such as advanced noise removal at $0.005 a minute) can change the final figure. Retell charges for the whole connected call, including silences. For the latest prices see retellai.com/pricing.
These settings live on the AI Receptionist page. They shape what your caller hears. After you change them, click Save and the CRM updates Retell for you.
Pick the tone that fits your business: friendly, professional, casual, formal or upbeat. Friendly suits most trades and clinics.
This is the very first thing the caller hears. Keep it under two seconds. Do not ask "how can I help you" until after you have identified yourself.
Template that works:
Hi, thanks for calling {business name}, this is {receptionist name}. How can I help?Anti-example: "Welcome to the Acme Corporation, home of premium widgets since 1997. I am the AI virtual assistant. Please state the nature of your call after the tone." No one waits through that.
The knowledge base is split into seven labelled sections. Each section takes up to 8,000 characters, giving you a total working capacity of 56,000 characters. Empty sections are dropped from the prompt entirely, so you only pay for what you actually fill in.
The receptionist reads all sections on every call. Structure matters: the labels give the AI a stronger sense of what belongs where, so it stops confusing a policy with a price and stops inventing services you don't offer.
Q: ... and A: .... Start with your top ten. Add more as calls surface new ones.You don't have to fill in all seven from day one. Start with About + Services + Pricing + FAQ. Those are the four highest-impact sections and cover roughly 80% of the questions callers actually ask. Add Policies, Team and Directions as you notice gaps in transcripts.
== ABOUT THE BUSINESS ==
Rave Tours runs curated small-group city breaks to Ibiza, Berlin
and Amsterdam, aimed at 25-40s who want the nightlife without the
hostel chaos. Founded 2019, based in Manchester. Groups of 8-12
with a resident guide. ATOL protected (ATOL 12345).
== SERVICES AND OFFERINGS ==
Ibiza Weekender (3 nights): return flights, boutique hotel, guided
club nights at DC-10, Amnesia and Hi.
Berlin Techno Long Weekend (4 nights): return flights, apartment
stay in Kreuzberg, guest-list entry to Berghain queue-skip nights.
Amsterdam Canals and Clubs (3 nights): Eurostar plus canal-side
hotel, day trips and two nights at Shelter and De School.
Private group bookings (10+): bespoke itineraries, quotes on request.
== PRICING ==
Ibiza Weekender: from £549 per person, £150 deposit, balance
due 8 weeks before departure.
Berlin Techno Long Weekend: from £629 per person, £150 deposit.
Amsterdam Canals and Clubs: from £489 per person, £150 deposit.
Peak dates (Aug bank holiday, NYE): +£120 per person.
No hidden fees, no fuel surcharges. ATOL protection included.
== FREQUENTLY ASKED QUESTIONS ==
Q: Do I need to book flights separately?
A: No, flights are included in the price. We book them once
your deposit is paid.
Q: Can I share a room with a friend?
A: Yes, we ask when you book. Solo travellers get matched with
a same-gender room-mate or can pay a single supplement (£80-£140
depending on the trip).
Q: What if a club is closed on my date?
A: We swap in an equivalent venue and let you know at least 4
weeks before departure.
== POLICIES ==
Deposit: £150 per person, non-refundable after 14 days.
Balance: due 8 weeks before departure.
Cancellation: within 14 days of booking, full refund (minus £25
admin). After that, deposit lost. Under 8 weeks, no refund but
we'll try to transfer your place to a friend.
Minimum age: 21 for all trips. Photo ID required at hotel.
== TEAM AND STAFF ==
Josh Bevan (Founder, Manchester office): main point of contact
for bookings and pre-trip questions. Weekdays 10-6.
Marta Silva (Ibiza resident guide): meets Ibiza groups at the
airport, on WhatsApp throughout the trip.
Jonas Weber (Berlin resident guide): same, based in Kreuzberg.
== DIRECTIONS AND PARKING ==
Office: 42 Deansgate, Manchester M3 2FN.
By train: 4 min walk from Manchester Deansgate station.
Parking: NCP Great Northern (5 min walk), £4/hour.
Open Mon-Fri 10am-6pm, Sat by appointment.
== ABOUT THE BUSINESS ==
Bridge End Physio is a family-run clinic in central Leeds,
established 2011. We treat sports injuries, chronic back pain
and post-op rehab for patients of all ages. Our team of four
HCPC-registered physiotherapists sees around 60 patients a week.
Known locally for hands-on manual therapy and for taking time
to explain what's happening, rather than rushing you through
in 15 minutes.
== SERVICES AND OFFERINGS ==
Initial physio assessment (60 min): full history, examination,
diagnosis and treatment plan.
Follow-up physio session (30 min): hands-on treatment plus home
exercise updates.
Sports massage (60 min): deep tissue work for runners and gym-goers.
Acupuncture add-on (15 min): can be added to any session for
chronic pain.
Post-op rehab programme: 6 or 12 session packages for knee,
hip or shoulder recovery.
== PRICING ==
Initial assessment: £65 (60 min).
Follow-up session: £45 (30 min).
Sports massage: £55 (60 min).
Acupuncture add-on: £15.
6-session rehab package: £240 (saves £30), paid up front.
12-session rehab package: £450 (saves £90), paid up front or
in two instalments.
No VAT (healthcare exempt). Card, cash or bank transfer accepted.
== FREQUENTLY ASKED QUESTIONS ==
Q: Do I need a GP referral?
A: No, you can book directly. Bring any scans or reports if
you have them.
Q: Do you take BUPA or AXA?
A: We're recognised by BUPA, AXA, Vitality and Aviva. You'll
need your authorisation code before your first visit.
Q: How soon can I be seen?
A: Usually within 48 hours for a first appointment. Same-day
sometimes possible.
== POLICIES ==
Cancellation: 24 hours notice required. Under 24 hours is
charged at 50% of the session fee.
No-show: full session fee charged.
Late arrival: your session ends at the scheduled time (we
can't run over).
Minimum age: 16 for solo appointments. Under 16s must be
accompanied by a parent or guardian.
Refunds on packages: pro-rata refund on unused sessions within
90 days of purchase.
== TEAM AND STAFF ==
Sarah Patel (Clinic Director, MCSP): 15 years, specialises in
chronic back pain and post-op knee rehab. New patients Mon-Wed.
James Okoro (Senior Physio): sports injuries, runners, cyclists.
Wed-Sat.
Hannah Liu (Physio): women's health, pre and post-natal. Tue and Thu.
Dan Wright (Sports Massage Therapist): 60 and 90 min appointments.
Weekends only.
== DIRECTIONS AND PARKING ==
Address: 14 Bridge End, Leeds LS1 4DJ.
Nearest station: Leeds City, 8 min walk.
Buses: 4, 16, 28, 51 all stop on Bridge End.
Parking: two-hour free bays on Bridge End (metered after 6pm).
Q-Park Criterion Place is 3 min walk, £3/hour.
Accessibility: step-free access from the street, accessible
loo, treatment rooms on ground floor.
Opening hours: Mon-Fri 8am-8pm, Sat 9am-2pm, closed Sunday.
If there are things the receptionist should always pass to a person (for example "if the caller mentions a leak, take their number and mark it urgent"), put them in Policies under a heading like "Escalation". The receptionist reads all sections on every call, and it will always offer a call back from you if the caller asks for a real person.
Every call that ends without a booking triggers a configurable four-step follow-up. If the caller books later on any channel the whole sequence auto-cancels. Owners see per-call status on the Calls page and can pause any contact in one click.
Default cadence out of the box:
Configure everything on the Receptionist page under the Follow-up sequence tab. You can:
{name}, {issue}, {book_link}, {business_name}, {owner_name}. Missing values fall back to safe defaults (there for name, your enquiry for issue).Every SMS automatically has a Reply STOP to opt out. footer appended if the template does not already include one. When an inbound message contains STOP, UNSUBSCRIBE, END, CANCEL or QUIT the CRM records the opt-out, cancels any pending steps for that number, sets the CRM-wide opt_out flag on the contact, and sends the standard confirmation reply required by carriers.
Every email includes a signed unsubscribe link that lands on a plain confirmation page and updates the opt-out list.
Step 1 of 4.Opted out and no further steps send.Cancelled (booked) and the sequence stops.Every call becomes structured data: a contact record with a full transcript, the phone number, what they wanted, and whether they asked for a call back. The Calls page shows every call with its summary, and callers who want to book or need a call back are flagged so nothing slips. And you get your evenings back.