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Key 2 AI Receptionist – Client Setup Guide

5 min. readlast update: 04.15.2026

Overview

Key 2 offers an AI Receptionist service that can answer incoming calls and intelligently route callers to the correct person or department.

This solution works with most PBX providers, not just Key 2 clients. As long as your phone system supports SIP domains for extensions (for example: 100@yourcompany.com), our AI Receptionist can be integrated.

If you are already a Key 2 client, this service is available for most systems. Please contact your sales representative to confirm compatibility.

Getting Started

You will receive an email invitation from our portal to set up your AI Receptionist.

Step 1: Create Your Account

  1. Open the invitation email
  2. Create your password
  3. Log in to the portal

Once logged in, the left-side menu will display:

  • Manage
  • Billing
  • Purchase Numbers

 

Purchase a Phone Number

A dedicated DID is required for the AI Receptionist.

Your existing main phone number will then be forwarded to this new DID.

To purchase a number:

  1. Click Purchase Numbers
  2. Search using your existing area code to keep management simple
  3. Choose any available number
  4. Click Add to Account

Note: This number is not visible to your customers, so it does not need to match your public business number.

 

After purchasing the number:

  1. Go to Manage
  2. Select your newly purchased number
  3. Begin configuring your AI Receptionist

By default, the AI Receptionist is disabled.

 

Configure Your AI Receptionist

After purchasing the number:

  1. Go to Manage
  2. Select your newly purchased number
  3. Begin configuring your AI Receptionist

By default, the AI Receptionist is disabled.

When disabled, calls automatically route to a failover destination, such as:

  • A SIP extension
  • A ring group
  • An auto attendant
  • A mobile number (PSTN)

This ensures calls continue to flow if:

  • The AI is turned off
  • The AI cannot understand the caller
  • There is a service interruption

Recommended Failover Options

  • Small businesses: Mobile number (PSTN)
  • Larger businesses: SIP extension to your PBX night auto attendant

For most Key 2 PBX systems, this is commonly extension 556 or 557.

To start working on your PBX, you need to enable it so you can start adding your call flow.

Choose an AI Voice

Before building your call flow:

  1. Select an AI Voice
  2. Use the Play button to preview the voice
  3. Choose the one that best fits your business

Note: The preview uses a sample script and will not read your custom greeting.

Customize the Greeting

Edit the AI Greeting to match how you want calls answered.

Example:

“Thank you for calling ABC Company. How can I help direct your call today?”

 

When finished:

  1. Scroll to the bottom
  2. Click Save All Changes

To test it, simply call the DID you purchased.

 

Add Call Routing Options

Next, build your call flow by adding routes.

To add a route:

  1. On the right side, click Add Route
  2. Select the route Type

Available route types:

PSTN

Routes calls to an external number, such as:

  • Mobile phone
  • Cell phone
  • Outside office line

Format must be:
+19055551234

 

SIP

Routes calls directly to your PBX, such as:

  • User extension
  • Ring group
  • Auto attendant
  • Department queue

Example:
101

Configure Point of Contact (POC)

The POC (Point of Contact) is the person or department name associated with the route.

Example:

  • Joe Smith
  • Help Desk
  • Billing
  • Customer Service

This helps the AI understand where to route callers.

 

Add Keywords

Keywords improve routing accuracy by helping the AI identify caller intent.

Separate each keyword or phrase with a comma.

Example

helpdesk, tech support, computer help, fix my computer, I need help

The AI listens for these words or phrases and routes the caller accordingly.

Tip: Include both single words and natural phrases for better recognition.

Importing Extensions

If you have many extensions:

  1. Export your extension list from your PBX
  2. Import it into the AI portal

If you need help, contact support@key2.ca and our team can assist.

 

 

Night / After Hours Mode

Night Mode allows calls outside business hours to route to a specific destination.

Setup options include:

  • Days of the week
  • Business hours
  • After-hours greeting
  • Destination number or extension

Important: Night Mode supports one destination only.

If you need multiple users to receive after-hours calls, create a ring group on your PBX and send Night Mode calls there.

 

 

Failover Routing

Failover settings are located at the top of the page.

Choose where calls should go if the AI Receptionist is unavailable.

Options include:

  • PSTN → external phone number
  • SIP → PBX extension, ring group, or auto attendant

Again, PSTN numbers must be entered in E.164 format:
+19055551234

Call Recordings

The Call Recordings section allows you to review:

  • Caller phone number
  • Call duration
  • Audio playback
  • Download recordings

This is useful for improving routing performance.

Best Practice

Review a few recorded calls regularly to ensure callers are being routed correctly.

For example:

  • Caller asks for Customer Service
  • AI routes to Help Desk

If this happens, review your:

  • POC names
  • Keywords
  • Routing logic

and make improvements as needed.

 

Need Help?

If you need assistance setting up your AI Receptionist, importing users, or improving routing accuracy, please contact our support team.

 

 

 

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