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

Send email from your own address

For OwnersChecked against the app on October 1, 2026

Agents send email: a booking link during a call, a form to fill in, a code to confirm who's calling, and the emails you set up for after a call. With nothing connected, these go from HiloVoice's address. Connect your own SendGrid account and they go from your address, under your name.

Email the other way, from a caller to the agent, needs nothing connected: see Let callers email an answer, below.

Before you start

  • You're an Owner, Admin or Builder.
  • You have a SendGrid account where you can verify a sender and create an API key.

Steps

  1. In SendGrid, open Settings, then Sender Authentication, and verify the address you'll send from: a single sender, or your whole domain. SendGrid refuses mail from an unverified address.

  2. In SendGrid, open Settings, then API Keys, and choose Create API Key. Restricted Access with Mail Send set to Full Access is enough. Copy the key: it starts with SG. and is shown only once.

  3. In HiloVoice, open Settings → Integrations and click SendGrid.

  4. Paste the key under API key, and the verified address under Send from.

  5. Under Sender name, type the name people see, such as Maple Street Dental. It's optional.

  6. Click Connect SendGrid. HiloVoice checks the key and the address with SendGrid before saving them.

    SendGrid's Connect tab filled in: the API key, the verified address under Send from, the sender name, and Connect SendGrid.

The row reads Connected, with the name and the address.

What happens next

  • Every email an agent sends to the person on the call goes from your address: booking links, forms, codes sent by email, and Send an email and Ask for a review after a call. So do after-call emails to your team.
  • On an agent's Appointment Booking step, the hint beside By email now says From your own sender, to an address the caller gives.
  • Emails HiloVoice sends your team about the account, such as a hot lead or a campaign that paused, still come from HiloVoice.
  • While SendGrid needs attention, and after you disconnect it, emails go from HiloVoice's address again.

Let callers email an answer

Some answers are easy to mishear on the phone: an email address, a long reference. Tick Let them email it on a question, and the agent offers to take the answer by email. It's offered on a question the caller answers in words, or with a date or time; not on a yes/no or a number, or a detail you already hold.

  1. Open the agent, and in the step rail click Intake Questions, Details or Questions, whichever it has.

  2. Click the question, then More options.

  3. Tick Let them email it. The question's row now says Can be emailed. Publish to make it live.

    A question opened, its More options showing, with Let them email it ticked.

On the call, the agent gives the caller an address for this call alone: six digits at HiloVoice's inbox. It says the digits one at a time, and texts the address too if the caller asks. The caller puts the answer in the body of the email, and the agent picks it up from there. Photos and PDFs attached to the email are kept with the call.

  • The address keeps working for two days after the call. Anything that arrives after the call is kept with it, and the call is marked for review on Calls, so someone acts on it.
  • A Photo (sent in) question can be sent By email to the same kind of address, and a Document (emailed) question always is.
  • It runs on HiloVoice's own inbox, so it needs no SendGrid of yours. It works when you talk to the agent in your browser from Try it, too.

If it does not work

You seeWhyWhat to do
That API key cannot send mail. Create one with Mail Send access.The key has no Mail Send permissionCreate a key with Mail Send set to Full Access.
<address> is not a verified sender on this SendGrid account. Verify it there first, or use one that is: <addresses>.Send from isn't verified in SendGridVerify it under Sender Authentication, or use one of the addresses listed.
A sender email address is required — one SendGrid has verified.Send from is empty, or isn't an email addressType the verified address.
SendGrid rejected the API key.The key is wrong, or was deletedCreate a new key and paste it under Replace credentials.
SendGrid refused the request — check the key's permissions and the sender address.SendGrid turned the key downCheck both in SendGrid, then connect again.
On a call's After the call tab, No email sender is connected. Connect one under Integrations and emails will go out.There's no sender of yours, and HiloVoice's isn't availableConnect SendGrid.