HiloVoice
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  1. Getting started
    1. Create your account
    2. Get started with the guided welcome
    3. Invite your team
    4. Keep your number and forward it to your agent
    5. Set up your first agent
    6. A tour of HiloVoice
    7. Get help
  2. Concepts
    1. What HiloVoice does
    2. The five kinds of agent
    3. Phone numbers and caller ID
    4. Campaigns and recipients
    5. Calls, leads and contacts
    6. Roles and permissions
  3. Building an agent
    1. How the builder works
    2. Describe the business
    3. Name the agent and give it a purpose
    4. Set your opening hours
    5. Handle each kind of caller
    6. Choose what the agent asks
    7. Give the agent answers
    8. Shape how a call sounds
    9. Give a Receptionist its number
    10. Write an outbound agent's opening
    11. Set a follow-up's goal
    12. Set when an outbound agent may call
    13. Give an outbound agent a caller ID
    14. Turn callers into leads
    15. Book appointments on a call
    16. Hand calls to a person
    17. Turn away callers you can't help
    18. Let the agent check your records
    19. Send messages after a call
    20. Review and go live
    21. Start a new agent from one you have
    22. Pause, archive or delete an agent
    23. Call new leads within seconds
  4. Agent playbooks
    1. Set up a receptionist for a clinic
    2. Confirm tomorrow's appointments
    3. Check the details you hold
    4. Ask for feedback after a visit
    5. Follow up on open quotes
  5. Testing and going live
    1. Test an agent with Try it
    2. Put a Receptionist on the web
    3. Check an agent before real calls reach it
    4. Your responsibilities on calls
  6. Campaigns
    1. How a campaign runs
    2. Create a campaign
    3. Import a campaign's recipients
    4. Set a campaign's calling hours and retries
    5. Monitor a running campaign
    6. Work the Needs a person queue
    7. Call a recipient again
    8. Read a follow-up's progress
  7. Day-to-day operations
    1. The Usage page
    2. Review your calls
    3. Follow up your leads
    4. Keep your contacts up to date
    5. Set up transfer destinations
    6. Put callers straight through to a person
    7. Block a number
    8. Keep up with notifications
  8. Integrations
    1. What you can connect
    2. Connect your own Twilio account
    3. Connect your calendar
    4. Send email from your own address
    5. Connect HubSpot
    6. Connect Salesforce
    7. Connect Slack
    8. Connect Zapier
    9. Send leads to your own system
    10. Add a lookup source
  9. Administration
    1. Change your organization's settings
    2. Manage members and roles
    3. Manage your phone numbers
    4. Plans, minutes and limits
    5. Make and revoke API keys
    6. Check who did what in the activity log
    7. Manage your own account
    8. Join the HiloVoice affiliate program
  10. Reference
    1. Glossary
    2. Campaign statuses
    3. Recipient statuses
    4. Follow-up dispositions
    5. Call statuses and outcomes
    6. Agent builder fields
    7. CSV columns
    8. Error messages
    9. Frequently asked questions

Set a follow-up's goal

For BuildersChecked against the app on October 1, 2026

A Follow-ups agent works on one unfinished job over as many calls as it takes: the quote not answered, the document not sent. The Goal step says what that job is, how HiloVoice knows it's done, and what the agent does until then. Only a Follow-ups agent has this step, and it can't go live without a goal and a way of knowing the goal is reached.

Before you start

  • The agent is a Follow-ups agent.
  • If the job is done by booking, by a transfer or by giving information, set that part up too: Appointment Booking, Call Transfers or Questions, under Optional in the rail.

Steps

  1. Open Agents and click the agent.

  2. In the step rail, click Goal.

  3. Under The goal, write the outcome the calls are for, in your own words, such as the quote is answered. Replace any goal the agent started with. Write it first: the buttons that draft the next three boxes stay greyed out until there's a goal.

  4. Under How HiloVoice knows it succeeded, choose the one test the agent applies before it may record the job done (see the table below). In the box under the choices, you can name the thing, such as the signed service agreement, so the agent says that rather than "the document". It's optional: the goal often says it already.

    A six-month recall's Goal step: the cleaning booked as the goal, An appointment is booked as the test, what to do if they can't book now, when a team member takes over, and four attempts.

  5. Under If they can't complete it now, say what else the agent may offer: a link, an extension, a call from a colleague. Left empty, it asks what's in the way and when it could happen, agrees the next step, and writes both down for the next call.

  6. Under When a team member takes over, describe when the agent stops and hands the job to a person, such as They want to negotiate the price.

  7. Under Attempts, set Attempts per person, Time between attempts and Voicemail: Leave a short message or Hang up without a message. For your own message, write it under The message, and leave the item itself out: a shared answering machine plays it to anyone.

How HiloVoice knows it succeeded

ChoiceDone when
They confirm it's doneThe person says, in their own words, that it's done. Right for most follow-ups.
A document has been sentThey confirm they've sent or uploaded it, or the tool that receives it says it arrived.
Information has been givenEverything asked for is given and recorded. Add what to ask on Questions.
An appointment is bookedAn appointment is booked or moved on the call. Needs Appointment Booking switched on.
They agree to payThey confirm they'll pay and agree to the way of paying offered. The agent never takes a card number.
They're put through to a personThe call is transferred and the transfer connects. Set up who on Call Transfers.
Someone on the team marks it doneThe agent never marks it done. A person does, with Mark as done on the campaign.

A friendly call, a promise to get to it, a "yes, soon": none of these count. Anything short of the test is progress, and the next call picks up from it.

What happens next

  • The goal is the agent's purpose too, so a Follow-ups agent has no Purpose box on Identity & Purpose.
  • A campaign can give each person their own goal, in a goal column of its list. This goal is used for anyone without one.
  • A new campaign for the agent starts with these attempts and this spacing, and each campaign can change its own. Calls fall inside the Calling Hours window. A person who asks to be called at a particular time is called then, if it's inside the window.
  • A voicemail counts as an attempt, whether or not the agent leaves a message, and the next call is scheduled as usual.
  • When a person needs to take over, the recipient is marked Needs a person and isn't called again until someone deals with it. A complaint, someone upset, or a mention of legal action always hands over, whatever you write.
  • A wrong number, someone who says no, or someone who asks not to be called again is never called back. A call that fails on the line is tried again without counting as an attempt.
  • Calls work toward the new goal once you publish on Review & Go Live.

If it does not work

You seeWhyWhat to do
Say what HiloVoice should help complete — the goal on the Goal step. on Review & Go LiveThere's no goalWrite one under The goal.
This can't be saved yet after you clear The goalA Follow-ups agent can't be saved without a goalType the goal again. The step saves on your next change.
The follow-up's goal is over 500 characters — shorten it.The goal is too long to saveShorten it to 500 characters or fewer.
“Your Company” is still in the voicemail message — put <business> there. on Review & Go LiveThe message still has the stand-in namePut your business name in The message.