HiloVoice
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All topics
  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

The five kinds of agent

For BuildersChecked against the app on September 19, 2026

When you create an agent you choose what kind it is. The kind decides which way the calls go, which steps the builder shows you, and what the agent counts as a job done. It cannot be changed afterwards, and a duplicate is the same kind: if you picked the wrong one, make a new agent of the right kind.

KindDirectionWhat it doesGood for
ReceptionistAnswersA receptionist for whoever rings: who they are, what they need, and booking them inAny business line, overflow, after hours
ConfirmationsCallsChecks people are still coming, and offers to move it if notAppointments, bookings, deliveries
Detail checksCallsConfirms the record you hold is right, and captures correctionsAddress and contact checks, KYC-style verification, order details
FeedbackCallsCalls people after a visit or a job and gathers what they thoughtPost-visit surveys, NPS, service reviews
Follow-upsCallsFollows up until the next step is completedQuotes, missing documents, incomplete applications, payments, no-shows, renewals

One business can use all five. The Agents page shows each agent's kind under its name, and the filters along the top are the kinds:

The Agents page at a dental practice: filters for each kind along the top, and one agent of each kind, from Insurance checks to the Front desk Receptionist.

Receptionist

The only kind that answers. Give it a number on the Phone Number step and, once published, it picks up every call to that number.

A Receptionist's brief is set across its steps: who you serve and what for (Business Information, Caller Handling), what to ask (Intake Questions), and what it can answer (Knowledge Base). Under Optional are when to create a lead (Lead Capture), what it may book (Appointment Booking), when to hand over (Call Transfers), who to turn away (Caller Screening) and what it may look up (Data Lookups). Outside Hours of Operation it follows your after-hours instructions instead.

Note: A number answers calls for one Receptionist at a time. To have two Receptionists you need two numbers, or one agent with rules for both cases.

The outbound kinds

The four calling kinds share one shape. Each is given a list of people through a campaign, calls them inside the Calling Hours you set, from the number on its Caller ID step, and opens the way you set on Opening. What "the job" means is where they differ:

Confirmations asks whether something will happen. It reads the appointment back, hears yes or no, and if no, offers to move it (through your calendar integration, if connected). The call ends confirmed, needs reschedule, cancelled, unable to confirm, not reached (someone else answered) or wrong party (nobody by that name on this number).

Detail checks asks whether something is right. It reads back each detail you listed on Details, records a match or the correction, and finishes when the list is done.

Feedback asks what did you think. The Questions step holds the questions in order; the answers are captured per recipient.

Follow-ups moves an unfinished thing to a finish. You describe the goal and what counts as done on Goal; the agent calls, records how far it got, and calls again on the retry schedule until the goal is met, a person needs to step in, or the person says stop. It is the only kind that remembers what happened last time and continues from there.

Tip: If you are unsure between Confirmations and Follow-ups: Confirmations is one call about one fixed event. Follow-ups is as many calls as it takes about an open task.

What every kind shares

  • Voice & Purpose — the agent's name, the voice it speaks with, and what a good call achieves.
  • Knowledge Base — the answers it may give, and the documents it can read from.
  • Conversation Style — how the agent speaks and behaves.
  • Appointment Booking — booking through a connected calendar, or a booking link read out on the call.
  • Call Transfers — hand-offs to a person, and sensitive-topic protocols.
  • Data Lookups — finding the caller's record while they are on the line.
  • Review & Go Live — a summary of everything, and the button that makes it live.
  • Try it — talking to the agent from your browser, at any point.

Names

The kind is the job; the name is the person. A new agent is offered a first name (Riley, Casey, Morgan, Jordan) because callers respond better to "Hi, this is Riley from Northside Dental" than to "the confirmation system". Rename it on Voice & Purpose.