Voice AI for more than one site

Summary

If your garage has more than one workshop site, you can configure the AI receptionist’s persona, greetings, recording policy and call-handling rules separately for each site. Each location starts off using your organisation defaults. You only override the fields that need to differ. This article explains how the per-location settings work, where the location selector appears and how to tell at a glance which fields are overridden and which are inherited.

It also covers knowledge base entries scoped to one site. Use these for anything that differs per site, such as the gate code, the key drop-box or parking, so a customer who phones the Walthamstow number isn’t told the Tottenham gate code.

The persona itself (AI name, voice, gender, style) is shared across all locations by default. You switch this on or off with a single toggle on the Persona page.

Prerequisites

• You are signed in as an owner or user with the voice.settings.manage capability.
• Your organisation has two or more locations under Settings > Locations. With only one location, the per-location controls do not appear and voice settings behave exactly as they always have.

Where the location selector appears

The selector is added to these voice settings pages:

• Settings > Voice AI (overview)
• Settings > Voice AI > Persona
• Settings > Voice AI > Greetings
• Settings > Voice AI > Recording. A location’s Record call audio setting decides both whether audio is recorded and whether callers on that location’s number hear the recording notice “This call is recorded.”
• Settings > Voice AI > Call Handling
• Settings > Voice AI > Knowledge Base. Entries there carry their own Heard at scope. See Add a knowledge base entry for one location only below.

It does not appear on Phone Numbers, Channels, or Services because those settings are organisation-wide by design.

Steps

Switch between Org default and a location

1. On any per-location-aware voice settings page, the location selector appears at the top of the page below the page title.
2. The default selection is Org default. The values shown are your organisation defaults: the settings the AI uses for any location that has not been customised.
3. Click the selector and choose a location to view its settings. The URL updates to include ?location=<id>, so the link is shareable with another owner or manager.
4. To return to the organisation defaults view, choose Org default from the selector.

Read the override indicators

Each editable field shows one of three states next to its label:

• No indicator: you are viewing Org default. The value applies to every location that has not overridden it.
• “Set just for this location”: you are viewing a location and the field’s value differs from the organisation default. This site uses its own value.
• “Same as all locations”: you are viewing a location and the field’s value matches the organisation default. The site is using your default.

Override a field for one location

1. Choose the location in the selector.
2. Edit the field. The value you enter is saved against this location only when you press the page’s Save button.
3. After saving, the indicator next to the field flips to “Set just for this location”.
4. The change takes effect on the location’s next call. Existing calls in progress finish with whatever settings they started with.

Reset a field back to the organisation default

1. Choose the location in the selector.
2. Find the field showing “Set just for this location”.
3. Click the small Reset to org default link or button next to the field. The form value reverts to the organisation default.
4. Press Save to apply. The indicator flips back to “Same as all locations”.

Reset is available on most fields. A few fields cannot be per-field reset in the current release: call audio recording on/off, retention period, after-hours mode, withheld-number cap, temporary closure flag and AI disclosure mode. To stop overriding one of these, edit the value back to match the organisation default manually.

Configure persona separately per location

By default the AI uses the same name, voice and style at every location. To allow each location to have its own persona:

1. Navigate to Settings > Voice AI > Persona. Choose Org default in the selector.
2. Below the persona fields, find the Persona consistency card.
3. Toggle from Shared to Per location.
4. Press Save. The persona fields are now editable per location.
5. Switch the location selector to a location, then edit the AI name, voice, gender or style for that site.

To switch back to a shared persona later:

1. On the Persona page with Org default selected, toggle Persona consistency back to Shared.
2. If any locations have their own persona overrides, a confirmation dialog lists them and asks what you want to do:
   • Keep saved (default) - the location overrides stay on file but are ignored. If you switch back to Per location later, they reappear.
   • Discard now: permanently removes every location’s persona override.

Initialise or reset every location at once

The bulk action menu on the page toolbar gives you two options when you have several locations to set up:

• Initialise unconfigured locations: copies the current organisation default values into every location row that does not yet have its own values for this page. Use this when you have just enabled per-location settings and want each location to start with a baseline they can then tweak.
• Reset all overrides on this page: clears the per-location values for every location, returning every location to the organisation default for this page only.

Both actions ask for confirmation and list the locations that will be affected before you commit.

Add a knowledge base entry for one location only

1. Go to Settings > Voice AI > Knowledge Base.
2. Use the location selector at the top of the page to choose the location where the entry should be heard. If you choose Org default, the entry is heard at every location.
3. Press Add Entry and fill in:
   • Topic: a short label, for example “Gate code”, “Key drop-box” or “Parking”.
   • Content: what you want the AI to know or say, for example “Gate code is 4321. Drop the key in the white box at the front.”
   • Heard at: choose Only this location (the location you selected) or All locations.
4. Press Add to save.
5. The entry appears in the list with a label showing its scope:
   • “Heard at every location” for organisation-wide entries.
   • “Only callers to {Location Name} hear this” for per-location entries.

The same per-location entries are used on WhatsApp and SMS, so a customer texting the Walthamstow number gets Walthamstow’s details back.

Change the scope of an existing entry

1. On the Knowledge Base page, click the pencil icon next to the entry.
2. Change the Heard at field.
3. If you broaden the scope (one location to all) or narrow it (all to one), the dialog asks you to confirm. Broadening can leak site-specific details to every site. Narrowing means callers to the other sites stop hearing the content.
4. Press Save.

Onboarding banner when you add a second location

The first time your organisation goes from one location to two, the Knowledge Base page shows a one-time banner explaining per-location scope. Read it, then dismiss it. It doesn’t appear again.

Opening hours, arrival info and closed dates for each site

The AI also uses each site’s opening hours, address and public arrival info when it answers callers on that site’s number. Those live on the Locations page, not in the Voice AI settings:

• Opening hours and Public arrival info are on the Edit Location dialog under Settings > Locations. A site with blank hours falls back to the organisation hours under Settings > Scheduler Settings.
• Secure access info (gate codes, key-safe combinations) is on the same dialog. The AI can’t read it on any channel. Customers only see it in the customer portal for an appointment at that site.
• Closed dates for one site are set on the Closed Dates page with that location selected.

See Managing locations for the full steps and Closed dates and holiday closures for closures.

Expected Outcome

• Each location can use its own persona settings (when consistency is set to Per location), greetings, recording policy, and call-handling rules.
• Locations that have not been overridden continue to use your organisation defaults.
• Override indicators make it easy to scan a page and see which fields are customised at the current location vs which are inherited.
• A call coming in on a location’s phone number uses that location’s settings. For any field the location hasn’t overridden, it falls back to the organisation default.
• Knowledge base entries scoped to a location are only mentioned to callers who phoned that site’s number. Organisation-wide entries are mentioned everywhere.
• Callers asking “what time do you open?” get the hours for the site they phoned, including its closed dates.

Troubleshooting

Problem: I do not see the location selector on the voice settings pages. Cause: Your organisation has only one location, or you do not have the voice.settings.manage capability. Fix: Add a second location at Settings > Locations, then return to the voice settings pages. If the selector still does not appear, check your role’s permissions.

Problem: I changed a field at a location but the AI still uses the organisation default. Cause: The change has not been saved, or the call you are testing started before you saved. Fix: Check the page’s Save button is no longer disabled. Make a fresh test call after saving. Changes apply to the next call, not active ones.

Problem: The persona fields are greyed out at a location. Cause: Persona consistency is set to Shared. The persona is the same for every location. Fix: Switch to Org default in the location selector, change Persona consistency to Per location, then return to the location to edit its persona.

Problem: I can not find a Reset to org default link on a field. Cause: Per-field reset is not yet available for that field. Fix: Edit the field back to match the organisation default value manually.

Problem: I added a per-location knowledge base entry and the AI still doesn’t mention it. Cause: The caller may have phoned another location’s number, or the entry is scoped to the wrong site. Fix: Check which location the caller’s number is assigned to under Settings > Voice AI > Phone Numbers. Then check the entry’s Heard at field on the Knowledge Base page.

Problem: The AI quotes the organisation’s hours instead of this location’s hours. Cause: The location’s opening hours are blank, so it inherits the organisation hours. Fix: Open the location under Settings > Locations and set the days you want to override in the Opening hours section.

Problem: I broadened an entry to all locations and now callers at other sites hear it. Cause: That is what All locations does. Fix: Edit the entry back to one location, or duplicate it as a separate per-location entry for each site that needs it.

Permissions

Action	Required capability
View per-location settings	voice.settings.view
Override at a location	voice.settings.manage
Toggle persona consistency	voice.config.location.edit
Bulk initialise/reset	voice.settings.manage
View the knowledge base	voice.settings.view
Add or edit per-location knowledge base entries	voice.settings.manage
Edit a location’s opening hours or arrival info	settings.locations.manage

Notes

• Single-location organisations see no change. The selector, indicators, consistency toggle and bulk actions are all hidden until a second location exists.
• Opening hours, address and arrival info follow the same per-location pattern but live on the Locations page. See Managing locations.
• Deleting a location also deletes its per-location knowledge base entries. The Edit Location dialog warns you first.
• Date-scoped closures (Christmas, refurb week, public holidays) are managed on a separate page. See Closed dates and holiday closures.
• Changes are recorded in the audit log under the voice.config.location.* action codes so you can see who changed what at which location.