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

Roles and permissions

For OwnersChecked against the app on October 1, 2026

Every person with a login is a member of one or more organizations, and has one role in each. The role decides what they can change.

RoleIntended forCan
OwnerThe person accountable for the accountEverything, including handing ownership to someone else
AdminA trusted operator who runs the account day to dayEverything an Owner can, except change the plan, make someone an Owner, or change or remove an Owner
BuilderWhoever builds and tunes agents and campaignsBuild, test, publish and pause agents; create and run campaigns; connect integrations; work calls, leads and contacts
AnalystSomeone who needs to see how things are goingSee everything, and change nothing except marking a flagged call handled

What each role is held to

HiloVoice keeps running the account apart from using it. Owners and Admins alone can:

  • invite people, change their roles and remove them, under Settings → Team;
  • change the organization's name, time zone, country, lead settings and call limits;
  • buy and release phone numbers, and connect a business number;
  • see Settings → Activity, the record of who changed what.

Only an Owner can make someone an Owner, change an Owner's role or remove an Owner. An organization can have more than one: an Owner can make another member an Owner alongside them. Handing ownership over instead makes you an Admin. Every organization keeps an Owner, so the last one hands ownership over before leaving.

An Analyst can open the pages the team works in (agents, calls, leads, contacts and campaigns) but not change anything on them. Like a Builder, they don't see Settings → Activity, Billing, API keys or a call's Admin tab. Saving an agent, starting a campaign or editing a lead is refused, with a message that says why, and a banner over the app says so up front. An Analyst can still mark a flagged call handled, choose their own notifications, change their own profile and leave the team.

The banner an Analyst sees over every page: they can look at everything, and mark flagged calls handled, but not change things.

Nobody changes their own role. Ask another Owner or Admin.

Joining a team

An Owner or Admin invites someone by email from Settings → Team, as an Admin, Builder or Analyst. Nobody is invited as an Owner: invite them as an Admin, then hand ownership over.

The link in the email works for a week, once, and only for the address it went to. Someone new makes an account with that address; someone with an account logs in with it. Send again replaces the link, and an invitation can be taken back until it is accepted.

Being in more than one organization

A login can belong to several organizations — an agency looking after several clients, a group with several practices. The organization switcher in the sidebar changes which one you are looking at; agents, numbers, calls and campaigns are never shared between them. Your role can be different in each.

Time zone and country

The organization's default time zone and country are inherited by every agent when it is published: opening hours, calling windows and the format of phone numbers all follow from them. Change them under Settings → Organization; a live agent picks the change up the next time it is published.