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 settings per location for the location selector, override indicators and shared-vs-per-location persona toggle.

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. 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 Knowledge base entries per location.
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.

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”).
   • Sounds Like - phonetic guidance (max 200 characters, e.g. “Witt-Ham”).
3. Press Add to save. To delete, click the bin icon next to the entry.

Set service availability

1. Navigate to Settings > Voice AI > Services.
2. The “Service Configuration” card lists each service your garage offers.
3. For each service, choose one of three buttons:
   • Yes - the AI offers this service to callers.
   • No - the AI does not offer this service.
   • Conditional - the AI offers this service with a note. 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.

Configure call recording

1. Navigate to Settings > Voice AI > Recording.
2. The “Call Recording” card has:
   • Enable call recording - a toggle switch. When on, all incoming calls are recorded.
   • Retention period - radio buttons for 30, 60, or 90 days. Only visible when recording is enabled.
3. An info panel explains: “When recording is enabled, the AI will inform callers at the start of each call that the call is being recorded.”
4. Press Save to apply.

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” - AI only takes bookings; 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 no numbers are provisioned, the message reads: “No phone numbers provisioned. Contact support to add phone numbers.”

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.

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 help the AI correctly say local place names, customer names, or unusual words.
• 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 settings per location.