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Welco Structure Explained

Welco AI Receptionist is built on a layered architecture that combines AI intelligence with customizable business logic. Understanding this structure helps you configure your receptionist effectively and troubleshoot issues when they arise.

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System Architecture Overview

Welco operates through a hierarchical system where each layer serves a specific purpose in handling incoming calls: 
Welco AI Receptionist
         ↓
Core Receptionist ──→ Prompt
         │              ↑
         │         Knowledge
         ↓
Workflows as Skills
    ├── Workflow 1
    ├── Workflow 2
    └── Workflow 3

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Core Receptionist

The Core Receptionist is the foundation of your AI phone system. It acts as the central processing unit that:

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Primary Functions

  • Call Routing: Determines how incoming calls are handled
  • Context Management: Maintains conversation context throughout the call
  • Skill Coordination: Decides which workflows to activate based on caller needs
  • Fallback Handling: Manages situations when specific workflows can’t handle requests

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Key Characteristics

  • Always active and listening during calls
  • Makes real-time decisions about call flow
  • Integrates with both prompt and knowledge systems
  • Coordinates multiple workflows as needed
💡 Think of it as: Your virtual receptionist’s “brain” that processes information and makes decisions about how to help each caller.

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Prompt System

The Prompt defines your AI receptionist’s personality, communication style, and basic behavior patterns.

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What Prompts Control

  • Conversational Tone: Professional, friendly, casual, or formal
  • Response Style: Direct answers vs. conversational responses
  • Brand Voice: How your business personality comes through
  • Greeting Behavior: How calls are initially handled
  • Escalation Triggers: When to transfer calls to humans

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Prompt Configuration

Your prompt should include:
  1. Business Context: What your company does
  2. Personality Traits: How the AI should sound and behave
  3. Communication Guidelines: Dos and don’ts for conversations
  4. Fallback Instructions: What to do when unsure
Important: The prompt works closely with your knowledge base - they should complement each other.

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Knowledge Base

Your Knowledge system contains the factual information your AI receptionist uses to answer questions accurately.

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Knowledge Sources

  • Business Information: Hours, location, services, pricing
  • FAQ Content: Common questions and their answers
  • Policy Documents: Return policies, terms of service, procedures
  • Product Details: Features, specifications, availability
  • Staff Information: Who to transfer calls to for specific topics

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How Knowledge Works

  1. Information Retrieval: AI searches knowledge base for relevant information
  2. Context Matching: Finds the best information for the current conversation
  3. Response Generation: Combines knowledge with prompt personality to create natural answers
  4. Confidence Scoring: Determines how certain the AI is about its answer
Best Practice: Keep your knowledge base updated and well-organized for the most accurate responses.

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Workflows as Skills

Workflows act as specialized skills that your Core Receptionist can activate when specific situations arise. Each workflow handles particular types of interactions or business processes.

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How Workflows Function as Skills

  • Skill Activation: Core Receptionist determines when to use each workflow
  • Specialized Processing: Each workflow handles specific business logic
  • Skill Coordination: Multiple workflows can work together on complex requests
  • Seamless Integration: Workflows feel like natural extensions of the conversation

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Common Workflow Types

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Workflow 1: Appointment Scheduling

  • Trigger: Caller wants to book an appointment
  • Skills: Check calendar availability, book appointments, send confirmations
  • Integration: Connects with your calendar system

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Workflow 2: Order Processing

  • Trigger: Customer wants to place an order or check order status
  • Skills: Product lookup, inventory checking, payment processing
  • Integration: Connects with your e-commerce or inventory system

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Workflow 3: Support & Troubleshooting

  • Trigger: Customer has a problem or technical issue
  • Skills: Problem diagnosis, solution guidance, ticket creation
  • Integration: Connects with your support system or CRM

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Workflow Coordination

  • Sequential Execution: One workflow completes, then another begins
  • Parallel Processing: Multiple workflows can run simultaneously when needed
  • Conditional Logic: Workflows activate based on specific conditions or caller responses
  • Error Handling: Graceful fallbacks when workflows encounter issues

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How the Components Work Together

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Call Flow Example

  1. Call Arrives: Core Receptionist answers using your configured greeting
  2. Prompt Application: AI uses your prompt to respond in your brand voice
  3. Knowledge Lookup: When questions arise, AI searches your knowledge base
  4. Skill Assessment: Core Receptionist evaluates if workflows are needed
  5. Workflow Activation: Appropriate workflows activate to handle specific requests
  6. Coordination: All components work together to provide seamless service

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Information Flow

  • Prompt guides how information is communicated
  • Knowledge provides the factual content to communicate
  • Workflows handle complex business processes
  • Core Receptionist orchestrates everything smoothly

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Configuration Best Practices

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Prompt Optimization

  • Keep prompts clear and specific about your business
  • Include examples of how to handle common situations
  • Define escalation criteria clearly
  • Test different personality approaches

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Knowledge Base Management

  • Organize information logically by topic
  • Keep content current and accurate
  • Write in natural, conversational language
  • Include variations of how customers might ask questions

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Workflow Design

  • Create workflows for your most common business processes
  • Test workflows thoroughly before going live
  • Design clear error handling and fallback scenarios
  • Monitor workflow performance and optimize regularly

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System Integration

  • Ensure all components reflect consistent branding
  • Align prompts with knowledge base content
  • Design workflows that complement each other
  • Regular testing of the complete system

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Next Steps

Now that you understand Welco’s structure:

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Essential Configuration

  1. Set Up Your Prompt - Define your AI’s personality and behavior
  2. Build Your Knowledge Base - Add your business information
  3. Create Your First Workflow - Automate a common business process
  4. Test Your Configuration - Ensure everything works together

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Advanced Optimization

  1. Workflow Coordination - Create complex multi-workflow processes
  2. Performance Monitoring - Track how well your system performs
  3. Integration Setup - Connect with your business tools
  4. Continuous Improvement - Refine your configuration over time
Understanding this architecture empowers you to build a more effective AI receptionist that truly serves your business needs.