> For the complete documentation index, see [llms.txt](https://manuals.dialox.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://manuals.dialox.ai/smart-receptionist/content-settings/content-section/front-desk.md).

# 2. Front desk

Who takes over when the receptionist can't place a caller anywhere else, where messages go by default, and how a message is taken.

The front desk is the **safety net**. The receptionist uses it when a caller just wants "a person", when a subject has no department, and when a department doesn't answer.

<figure><img src="https://3570729730-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHmRSkEkoJwaBZ2OeQbHM%2Fuploads%2FwgQW5DpAPAREpUS2JIyF%2Fsr2-c02-frontdesk.jpg?alt=media&amp;token=35e3adc4-bd32-44f9-9443-25ee6883595b" alt="Content → 2. Front desk (email blurred)"><figcaption><p>Content → 2. Front desk (email blurred)</p></figcaption></figure>

## Fields

| Field                        | What it does                                                                                                                                   | If empty                                                            |
| ---------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------- |
| **Front desk number**        | A queue, call group or phone number. Tick **Extension** for an internal number of the Enreach Contact environment.                             | The receptionist takes a message instead of transferring.           |
| **Front desk email address** | Where every message goes, unless a department or colleague has an email address of its own.                                                    | Messages are only kept as notes in the inbox. Nobody gets an email. |
| **Message template**         | How a message is taken and what it looks like (see 12. Message templates). A topic, spam calls and emergencies can each pick another template. | —                                                                   |

## How it shows in a conversation

* **"Can I just speak to someone?"** The caller is put through to the front desk number.
* **A subject without a department**, or a department where nobody answers, also goes to the front desk number.
* **No front desk number?** Then the receptionist takes a message with the template chosen here and emails it to the front desk email address.

{% hint style="success" %}
**Best practice:** use a **queue or call group** as the front desk number, not a single phone, and a **shared mailbox** that somebody reads every day.
{% endhint %}

{% hint style="info" %}
**In web chat** the receptionist doesn't transfer a call. It hands the visitor over to a colleague in the inbox instead. See [3. Departments](/smart-receptionist/content-settings/content-section/departments.md#what-a-hand-over-looks-like-in-chat) for what that looks like.
{% endhint %}

## Where messages end up

The receptionist works down this list and uses the first email address that's filled in:

1. The **colleague's** own email address (4. Colleagues)
2. The **department's** email address (3. Departments)
3. The **front desk** email address (this page)
4. If none is set: a **note in the inbox** only

Under **Settings → Messages & notifications** you choose whether emailed messages are *also* kept as a note in the inbox (marked done), and whether an SMS is sent for every message.