Home / Glossary / Call Screening Questions
Call screening questions are the set of questions a receptionist or AI asks each caller to identify who they are and why they are calling. Common examples include the caller's name, company, and the purpose of the call, and the answers guide how the call is handled.
Screening questions turn call screening into a repeatable, consistent process. By asking the same core questions, a business gathers the information it needs to decide whether to transfer, take a message, or handle the request.
Businesses often customize these questions to their needs, for example asking about the type of service requested or whether the matter is urgent. An AI receptionist follows the configured questions on every call, so nothing is forgotten.
Well-designed screening questions capture enough context to route and follow up on a call without making the caller feel interrogated.
Common ones include the caller's name, their company or how to reach them, the reason for the call, and whether it is urgent. Tailor the list to what your team needs to act on the call.
Related: Call Screening, Lead Capture, Call Routing, Message Taking