Verkada Intercoms have revolutionized not only how organizations secure their entryways, but also how they welcome visitors at the door, helping make communication effortless. Admins can set up flexible call flows so that designated receivers can answer calls on the devices that work best for them, from mobile apps and phone numbers to enterprise tools like Microsoft Teams.
Today, we're excited to continue building on that foundation with two major announcements: AI receivers and the global receivers page.
AI Receivers
Until now, most intercom calls ultimately relied on a human operator to answer, speak with the caller, and take an action. While this works well for granting entry, it can create an operational bottleneck when visitors simply need basic directions, facility information, or assistance finding a location on-site. We began working on this problem with AI-powered voice directory, which allows callers to simply state who or what department they are looking for, and the intercom will dynamically route the call to the correct contact without the use of clunky, printed directories.
Through building AI-powered voice directory, we realized that intercom automation shouldn't stop at directory lookup. This led us to develop “skills” – a flexible framework designed to power distinct, AI-driven capabilities within intercom call flows – and launch our newest capability: the info desk skill.
These skills come to life through AI receivers, which allow site admins to deploy voice AI directly into existing call flows. Instead of routing every button press to a human operator or dropping calls to a generic "no one home" message, organizations can now use AI receivers equipped with specialized skills to hold natural, live conversations with callers. For instance, if a caller is simply asking for business hours, the AI receiver can understand the request and inform the caller that “Regular business hours are 8am to 6pm, Monday through Friday.”
AI receivers are designed as an extensible platform, and administrators can equip agents with tailored skills to address specific operational needs. Each skill allows admins to define site-specific context and instruct the AI receiver on how to handle unique caller scenarios, such as providing visitors information on what to do if they approach after business hours. Additionally, they are fully integrated into Command and surface as individual receivers on the global receivers page alongside staff members and devices, such as Desk Stations and SIP phones. Admins can assign and audit AI receivers across site call flows, just like any other receiver.
Before going live, administrators can validate their AI receiver directly within the Command platform with interactive test calls to simulate live voice conversations with the AI receiver. They can also view real-time transcripts to quickly pinpoint misheard words and evaluate agent responses. Additionally, admins can tweak the agent’s custom instructions based on test call results. For example, if a test call reveals the AI gave incorrect after-hours access information, an admin can simply add a custom rule like "Tell callers that main doors lock at 6:00 PM and direct them to scan their guest badge at the side entrance," update the settings, and re-test immediately to verify the fix.
Global Receivers Page
Previously, call receivers were configured separately for each individual intercom, which made it difficult for admins to audit who could receive calls or unlock doors. Because of this configuration, call preferences applied to individual intercoms rather than a given user. As a result, a single user could get a Pass app notification for one door, a phone call for a second, and a web alert for a third, which could override their actual receiving preferences.
To solve this, we have added a new global receivers tab to the main call flows page – now renamed Receivers & Call Flows. This centralizes receiver management across intercom deployments, eliminating setup inconsistencies, helping ensure predictable call routing, and providing full auditability.
On the new receivers tab, each unique receiver within an organization is listed on a single table, giving admins complete visibility over call routing setups. From the individual receiver detail page, admins can analyze recent call metrics, adjust receiving preferences, and see every assigned call flow and intercom. All of this information is also replicated on the Command user page, helping ensure that no matter where the information is accessed from, receiver details are accurate and reliable.
To manage day-to-day staff availability, we’ve also introduced “here / away” status for users. Users can temporarily set themselves as "away" for a specific duration across Command web, Command mobile, or the Verkada Pass app. When marked “away,” call flows automatically skip them and route immediately to the next available receiver.
Together, AI receivers and the global receivers page transform how organizations manage entryway communications, delivering intelligent, automated assistance for visitors while giving admins centralized control.
Availability
AI receivers and the global receivers page will be available on October 8, 2026. Both features will be available on all Verkada intercoms. To get a personalized demo or free trial, contact your Verkada sales representative or email [email protected].
