# AI receptionist — vendor RFP checklist

TWINMIND · reviewed August 28, 2026

Ask vendors to answer with product documentation, architecture, a test result or a clear “not supported.”

## Business outcome

- What exact outcomes will the agent complete?
- Which request types remain out of scope?
- How are successful, unresolved and unsafe outcomes measured?
- Who owns the result after the call?

## Conversation and channels

- Which languages, phone regions, inbound and outbound modes are supported?
- How are interruption, silence, ambiguity, correction and unsupported requests handled?
- What latency and availability can be measured in our configuration?
- How is the AI identity disclosed where required?

## Integrations

- Name every system, endpoint/model, read, write and required permission.
- How is caller/customer identity matched?
- How are required fields, current record state and business rules validated?
- How are duplicate writes, retries and partial failures prevented?
- What proves that a booking, lead, ticket or update actually succeeded?

## Human handoff

- What triggers transfer or escalation?
- Where does the request go when an employee is unavailable?
- What transcript, summary, customer data and completed work does the employee receive?
- Can the customer request a person directly?

## Privacy, security and compliance

- What personal data is collected and for what purpose?
- Where is call audio, transcript, metadata and tool activity processed and stored?
- Who can access it, and how are access and changes audited?
- What are retention, deletion, export and subprocessor terms?
- How are consent, recording and outbound-calling requirements handled by jurisdiction?
- Provide security documentation and incident-notification terms.

## Testing and production operations

- Provide a test plan covering normal, incomplete and failure paths.
- Who approves prompts, models, tools, policies and integration changes?
- What monitoring, alerting, conversation review and incident response are included?
- How does rollback work?
- Who maintains the integration after product or API changes?
- What is the exit and data-deletion process?

## Required proof

- [ ] Process-specific acceptance test
- [ ] Effective-permission test
- [ ] Human-handoff test with context
- [ ] API failure and duplicate-write test
- [ ] Monitoring and incident runbook
- [ ] Data flow and retention schedule
- [ ] Named owners on both sides

This checklist identifies evaluation questions. It is not legal, privacy, security or compliance advice.

Guide: https://twinmind.pro/guides/ai-receptionist-vendor-checklist
Contact: info@twinmind.pro