When someone calls your Beside line and you don't pick up, one of two things happens: either your AI Receptionist answers the call live, or the caller is redirected to your traditional Beside voicemail.
Which one answers depends on your AI Receptionist settings and who is calling.
When the AI Receptionist answers
If your AI Receptionist is enabled and the caller fits your defined scope (for example, "missed from everyone" or "unsaved numbers"), your AI Receptionist answers the call live. It speaks to the caller in real time, collects details, and can schedule appointments or take messages.
Your AI Receptionist:
Has a natural, conversational voice
Can collect caller details automatically
Can send call summaries and follow-ups
Can schedule or transfer calls (📖 Set up Call Transfer)
💡 Example: If your AI Receptionist is active for "unsaved numbers," it will handle new client calls while your known contacts go to your Beside voicemail instead.
When Beside voicemail answers instead
If the call doesn't fall within your AI Receptionist's scope - for example, if it's from an excluded contact, or if the AI Receptionist is turned off - the call is redirected to your Beside voicemail.
Your Beside voicemail:
Plays your pre-recorded greeting
Records the caller's message as audio
Creates a transcript in your conversation thread
Has no AI response or data capture
How Business Hours affect routing
Your AI Receptionist runs independently of your Business Hours. If it's enabled, it answers calls around the clock based on your scope settings - including outside Business Hours.
Business Hours only controls whether your phone rings and you get notifications:
During Business Hours - calls ring normally and you get notifications
Outside Business Hours - calls don't ring and notifications are silenced, but the AI Receptionist still answers if it's enabled and the caller fits your scope
💡 Want the AI to handle every call, all the time:
Make sure your AI Receptionist is enabled with the scope you want
Set Answers after to Direct to Receptionist so the AI picks up immediately, with no ring delay
How they work together
Think of your AI Receptionist and voicemail as two complementary layers:
Situation | Who answers | What happens |
You answer manually | You | Normal call, recorded by Beside |
You don't answer + AI is enabled + caller is in scope | AI Receptionist | AI answers live, generates summary (works 24/7, including outside Business Hours) |
You don't answer + AI is disabled or caller is out of scope | Beside Voicemail | Caller hears greeting, leaves a message |
FAQ
Can I use both the AI Receptionist and Beside voicemail at the same time?
Can I use both the AI Receptionist and Beside voicemail at the same time?
Yes - they work together automatically. The AI Receptionist handles callers within its scope. Everyone else goes to voicemail. You don't need to manually switch between them.
What happens if I disable the AI Receptionist entirely?
What happens if I disable the AI Receptionist entirely?
All missed calls will go to your traditional voicemail. Callers will hear your pre-recorded greeting and can leave a message.
Does my carrier voicemail interfere with Beside?
Does my carrier voicemail interfere with Beside?
If calls are going to your carrier's voicemail instead of Beside, your call forwarding may not be set up correctly. Make sure calls are forwarded to your Beside number before your carrier voicemail picks up.
📖 Troubleshoot call forwarding issues
Can I keep my AI Receptionist active 24/7?
Can I keep my AI Receptionist active 24/7?
Yes - this is the default. As long as your AI Receptionist is enabled, it answers calls 24/7 based on your scope, regardless of Business Hours.
Business Hours only control whether your phone rings and whether you get notifications - they don't turn the AI on or off. If you want the AI to pick up every call instantly, set Answers after to Direct to Receptionist.