Configure Voice AI Settings

Summary

The Voice AI Settings page lets you configure your AI receptionist’s personality, greeting, knowledge, service availability, recording policy, call handling rules, and phone number assignments. All settings are under Settings > Voice AI. The overview page shows a Go-Live progress tracker and links to each sub-page.

If you have more than one workshop site, the persona, greetings, knowledge base, recording and call-handling pages also let you override the organisation default per location. See Voice AI for more than one site for the location selector, override indicators, the shared or per-location persona toggle and knowledge base entries scoped to one site.

What the AI is allowed to say to a caller about a specific customer is controlled by the customer’s privacy tier, which the customer chooses in the customer portal. As the garage you can also set the Owner PIN (a per-organisation master override) and reset a customer’s voice PIN from their record. See Customer privacy tiers and voice PINs (staff guide) for the full picture, including what to tell customers when they ask which tier to pick.

Prerequisites

• You must have either the voice.settings.manage or voice.settings.view permission. View-only users can see settings but not change them.
• Demo organisations see a read-only banner across all voice settings pages and cannot save changes.

Steps

Access the overview page

1. Navigate to Settings > Voice AI. The page title is “Voice AI Settings” with subtitle “Configure your AI receptionist’s personality and behaviour”.
2. The overview page shows navigation cards linking to eight sub-pages: Persona, Greetings, Knowledge Base, Services, Recording, Call Handling, Phone Numbers, and Channels.
3. If the AI is not yet live, a Voice Setup progress banner appears at the top showing how many required sections are complete (e.g. “4/7 required complete”) with a progress bar.

Configure the persona

1. Click the Persona card or navigate to Settings > Voice AI > Persona.
2. The “Persona Configuration” card has these fields:
   • AI Name: the name the AI uses when greeting callers (max 50 characters, default “Alonzo”).
   • Voice: select from available voices. Each voice has a play button to hear a personalised preview.
   • Gender: optional dropdown with choices: “Not specified”, “Male”, or “Female”. Used for pronoun selection in conversation.
   • Persona Style: radio buttons with three options:
     • “Professional”: clear, efficient, and business-focused.
     • “Warm & Approachable”: friendly and personable, like chatting with a neighbour.
     • “Personality Plus”: chatty, humorous, memorable.
3. Press Save Persona to apply. A toast reads “Changes saved. Active calls will use the new settings on their next call.”

Choose a greeting

1. Click the Greetings card or navigate to Settings > Voice AI > Greetings.
2. The “Greeting Library” card shows selectable greeting cards. Each shows a preview of the greeting text with your AI name and garage name substituted. Available styles include:
   • “Standard Professional”
   • “Standard Short”
   • “Friendly & Welcoming”
   • “Warm Introduction”
   • “Personality Plus”
3. Click a greeting card to select it. A blue tick appears on the selected card.
4. If call audio recording is on, each preview includes the recording notice and a line reads “Includes the recording notice, because call audio recording is on.” with a link to the recording settings.
5. Press Save Greeting to apply.

Configure AI disclosure

1. Below the greeting library, the AI Disclosure card controls whether the AI identifies itself as an AI in greetings.
2. Toggle the switch on or off. When on, the greeting includes an AI mention (e.g. “I’m an AI assistant”). When off, it uses a plain version.
3. If AI disclosure is enforced by your region or by Torqueflow Support, the toggle is disabled and an info banner explains why.

Request a bespoke greeting

1. Below AI disclosure, the Request Bespoke Greeting card lets you submit a custom greeting.
2. Press Request Bespoke Greeting, then type your desired text (10-500 characters).
3. An info banner explains: “We’ll review your greeting for compliance and have it ready within 2 business days.”
4. Press Submit Request to send, or Cancel to dismiss.

Add knowledge base entries

1. Navigate to Settings > Voice AI > Knowledge Base.
2. The “Knowledge Base Entries” card lists topics your AI can reference when answering questions.
3. Press Add Entry to add a new topic:
   • Topic: a short label (max 100 characters, e.g. “Directions”, “Key Drop”, “Transport”).
   • Content: the information the AI will share (max 2,000 characters).
   • Heard at (multi-location only): choose All locations for an organisation-wide entry, or pick a single location. Per-location entries are only mentioned to callers on that site’s number. See Add a knowledge base entry for one location only.
4. Press Add to save the entry.
5. To edit an existing entry, click the pencil icon. Change the topic or content, then press Save. Press Cancel to discard changes.
6. To delete an entry, click the bin icon. Deleting is immediate and permanent, with no confirmation, so copy the text first if you might want it back.

Common questions the AI answers from your details

Alongside your knowledge base entries, the AI answers a set of everyday policy questions from details held for your garage. These answers work on calls, WhatsApp and SMS:

• Courtesy car: whether you offer one and on what terms.
• MOT verification letters: how you handle them.
• Payment methods: what you accept.
• Drop-off and arrival: how and when to drop a vehicle off.
• Service intervals: your standard guidance.

When someone asks one of these, the AI answers from your details instead of passing the question to your team. If a detail hasn’t been set, the AI says so rather than guessing.

Torqueflow sets these answers up for you at the moment. Get in touch to set or change them. A self-service editor is on the way.

Add pronunciation overrides

1. On the Knowledge Base page, the Pronunciation Overrides card is shown below the knowledge base entries.
2. Press Add Override and enter:
   • Word: the word to correct (max 100 characters, e.g. “Witham”). It matches whole words in any case. Add each form you want changed, for example “regas” and “regassing”.
   • Sounds like: how it should be said, spelt the way it should be spoken (max 200 characters, e.g. “Witt-Ham” or “ree-gass”). The voice says this text exactly as you write it.
3. Press Add to save. Changes reach calls within a few minutes.
4. If Torqueflow already has a built-in pronunciation for that word, the card reads “Torqueflow already has a built-in pronunciation for this word. Your entry replaces it on calls.”
5. To remove an entry, click the bin icon and confirm in the Remove this pronunciation? dialog. The word goes back to the voice’s default pronunciation. You can add it again later.

Set service availability

1. Navigate to Settings > Voice AI > Services. The page is headed “Service Availability”.
2. The “Service Configuration” card lists every service from Settings > Services.
3. For each service, choose one of three buttons:
   • Yes: the AI offers this service normally. Every service starts on Yes.
   • No: the AI does not arrange this service on the phone. It still tells callers you do the work.
   • Conditional: the AI offers this service, but tells the caller your condition first. When selected, a Condition note text field appears (max 200 characters, e.g. “Only on Tuesdays” or “By appointment only”).
4. Press Save Service Availability to apply.
5. If no services are configured, a message reads: “No services configured yet.” with a link to Settings > Services.
6. A Manage Services link opens the general services settings page.

One setting covers the whole garage. There is no separate Services page per location.

What callers hear for each setting

Setting	Named when a caller asks what you do	Price given	Dates offered
Yes	Yes	Yes, following the pricing rules below	Yes
No	Yes	No, even when the caller asks the price directly	No
Conditional	Yes	Yes, following the pricing rules below	Yes, once the caller has heard the condition

No means “not arranged on the phone”. It does not mean “we do not do this”. A garage whose MOTs go through a separate booking system still does MOTs, so the AI still says so. When a caller asks about a service set to No, the AI tells them you do that work but it has to go through the team. It takes their name and number for your team to ring back. It never tells the caller you do not do the job, and it never tells them the diary is full.

No also withholds the price. The AI quotes no figure for a service set to No, however the caller asks. It says the team will confirm the cost. If you want callers to hear what a job costs, leave it on Yes or Conditional.

The condition note is read out to callers. The help text under the field says so: “Callers hear this.” The AI puts the note in its own words before it checks the diary, so write it as something you are happy for a customer to hear. Leave it blank and the AI tells the caller to check with the team.

If the AI cannot check the setting during a call, it offers no dates for that service. It tells the caller it could not confirm that one and takes their details. It does not say the diary is full.

What callers hear about price

When a caller asks what a service costs, the AI quotes from Settings > Services (for example “our MOT is fifty-four pounds eighty-five”):

1. A service with a fixed price is quoted exactly.
2. A service with no fixed price appears to the AI as “pricing on request”, with no figure beside it. The AI says the job has to be looked at before anyone can quote, and it is told never to read an hourly rate out as the price.
3. A service with no price and no labour rate is “pricing on request” too. The AI never invents a price.

One exception to point 2. If a caller asks the price of a labour-rate service directly, the AI can still work a figure out from your labour rate and the service’s duration. That figure covers labour only. With more than one labour rate set up it comes out as a range, and a £0 labour rate (for internal or warranty work) makes the bottom of that range £0. Give a service a fixed price if you want it quoted one way every time.

A service set to No is never priced on the phone, whichever of these applies.

Keep your service prices current; the AI quotes whatever is in the catalogue. The same prices are quoted on WhatsApp and SMS, where the Yes, No and Conditional settings do not apply. See How the AI handles WhatsApp messages.

Configure call recording

1. Navigate to Settings > Voice AI > Recording.
2. The Call Audio Recording card has:
   • Record call audio: a toggle switch. When on, the audio of each call is recorded and callers hear “This call is recorded.” in the greeting at the start of every call. When off, no audio is recorded and callers hear no notice. It is off for a new garage.
   • Retention period: radio buttons for 30, 60 or 90 days. Audio recordings are deleted automatically after this. Only visible when audio recording is on.
3. Press Save to apply. The change applies from the next call.

Call transcripts are kept whether or not audio is recorded. You are responsible for following the call recording laws that apply to you.

Set call handling rules

1. Navigate to Settings > Voice AI > Call Handling.
2. The “Call Handling Settings” card has:
   • Maximum concurrent calls: a number field (1-50). Default is 2x your service bays. Leave empty to use the default.
   • After-hours behaviour: radio buttons:
     • “Full AI Service”: AI handles all call types.
     • “Booking Only”: out of hours the AI deals only with booking requests. It offers the caller times and passes the request to your team to confirm; other enquiries are politely declined.
     • “Message Taking”: AI takes name, number, and reason for calling; creates a staff callback.
     • “Voicemail”: pre-recorded voicemail message.
   • Withheld number limit: a number field (0-10). Set to 0 to block withheld callers entirely.
3. An info panel explains: “Max 5 calls/hour per number (system-enforced). Callers making 3+ calls/day without resolution are flagged for review.”
4. Press Save to apply.

Manage phone numbers

1. Navigate to Settings > Voice AI > Phone Numbers.
2. The “Phone Number Assignments” card lists each provisioned phone number.
3. For each number, use the location dropdown to assign it to a branch location, or select “Unassigned”.
4. Press the Swap button to request a new phone number. A dialog opens to complete the swap. Swaps have a cooldown period; the button shows how many days remain if in cooldown.
5. If you have no number yet, the page reads “No phone numbers yet. Add one to start taking calls.” Press Add a phone number. Once you have one, the button reads Add another number.
6. In the Add a phone number dialog, choose a number from the list.
7. The confirmation tells you what the number costs before you add it:
   • On a paid subscription, your first number uses 100 of your monthly subscription credits, charged on the 1st of each month.
   • During a free trial, your first number is free. Once you subscribe, it uses 100 of your monthly credits.
   • Every additional number adds 100 credits a month. The button reads Yes, add it (recurring).
8. Only an owner or administrator can add numbers. Other staff see “No phone numbers yet. Ask an administrator to add one.”
9. See How credits are consumed by each feature for how the monthly charge works.

Temporarily close the garage

1. On the Voice AI overview page, press the Temporarily close button (top right area).
2. Enter a reason for closure (required, max 500 characters, e.g. “Closed for staff training day”).
3. Press Activate Closure. A warning banner appears at the top: “Temporarily Closed” with the reason displayed.
4. To reopen, press the Reopen button on the closure banner.

For planned date-scoped closures (Christmas Day, Easter Monday, refurb week, public holidays), use the dedicated Closed Dates page instead. It lets you import the year’s UK public holidays in one click and gives the AI a date-by-date schedule to work from. See Closed dates and holiday closures.

Complete go-live setup

1. On the Voice AI overview page, the Voice Setup banner shows a checklist of required sections. Each section shows a green tick (complete), amber alert (required, incomplete), or grey circle (optional).
2. Click any section name to navigate to its settings page.
3. When all required configuration sections are complete, a prompt appears: “Make a test call before going live.” Press Test Call.
4. In the test call dialog (“Test Your AI”), enter your phone number and press Call Me. The system calls you so you can speak with your AI.
5. If the test passes, a green banner reads: “Test passed! Your AI answered, looked up data, and handled the call. Ready to go live!” Press Close.
6. Press the Go Live button on the setup banner. A toast confirms: “Voice AI is now live! Inbound calls will be handled by your AI.”
7. Once live, the banner shows a green tick with “Voice is live”. Click to expand and review the checklist.

Expected Outcome

Your AI receptionist is fully configured with a persona, greeting, knowledge base, service availability, recording policy, call handling rules, and phone number assignments. Once all required sections are complete and the test call passes, your AI is live and handling calls.

Troubleshooting

Problem: “Contact a manager to make changes” message appears

Cause: You have view-only permission (voice.settings.view but not voice.settings.manage). Fix: Ask an owner or manager to grant you the manage permission, or ask them to make the changes.

Problem: Go Live button is disabled

Cause: Not all required setup sections are complete, or the test call has not passed. Fix: Hover over the Go Live button to see what is missing. Complete the listed sections and make a successful test call.

Problem: Test call shows “Test call didn’t meet requirements”

Cause: The AI did not successfully perform a data lookup during the test call. Fix: Press Try Again. During the call, ask the AI to look up a work order or customer to trigger a data lookup.

Problem: Swap button is disabled on a phone number

Cause: The number is in a swap cooldown period. Fix: Hover over the button to see how many days remain. Wait for the cooldown to expire.

Problem: Services page shows “No services configured yet”

Cause: No services have been added to the system. Fix: Click the link to Settings > Services and add your garage’s services first.

Problem: The AI will not tell callers what a service costs

Cause: The service is set to No under Settings > Voice AI > Services. A service set to No is named but never priced on the phone. Fix: Set it to Yes or Conditional if you want callers to hear the price.

Problem: The AI says “it has to go through the team” for a job you are happy to take by phone

Cause: The service is set to No. Fix: Set it to Yes and press Save Service Availability. The change applies from the next call.

Problem: The AI says a job needs looking at before it can be priced, but the service has a price

Cause: The service is priced from a labour rate rather than a fixed price, so the AI’s service list shows it as “pricing on request”. Fix: Give the service a fixed price under Settings > Services.

Permissions

Action	Required capability
View voice settings	voice.settings.view
Edit voice settings	voice.settings.manage
Go live	voice.settings.manage

Notes

• Changes to persona, greeting, knowledge base, services, recording, and call handling take effect on the next call - not during active calls.
• Demo organisations cannot save changes. A read-only banner appears at the top of all voice settings pages.
• The greeting preview updates in real time as you toggle AI disclosure on or off.
• Pronunciation overrides change how the voice says local place names, customer names or unusual words on calls.
• Prices are read out in words, so £54.85 is said as “fifty-four pounds eighty-five”. Registrations and postcodes are read out one character at a time.
• The concurrent call cap default is calculated as 2x your configured service bays.
• The AI’s prompt is now driven by an editable template behind the scenes. Day-to-day owner workflow is unchanged; the change makes copy iteration faster and unlocks per-location persona, knowledge and closure features. If you have a request for a wording change in the AI’s standard responses, get in touch with support.
• For multi-location organisations: persona, greetings, recording and call-handling can each be customised per location. The per-location pages share the same controls described above, plus a location selector at the top. See Voice AI for more than one site.