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

Block a number

For OperatorsChecked against the app on October 1, 2026

The block list holds the numbers your agents won't call, won't text, or won't take calls from. HiloVoice checks it before every outbound call and the moment an inbound call rings, so a change counts from the next call, with nothing to publish. People who ask your agents to stop are added for you. It's Blocked numbers, in Settings.

Before you start

  • You're an Owner, Admin or Builder. An Analyst can see the list but not change it.
  • Each entry blocks one thing. To stop calls to a number, texts to it and calls from it, add it three times, once for each.

Steps

  1. Click your name at the foot of the left-hand menu, then Settings.

  2. Under Calls, click Blocked numbers.

  3. Under Block a number, type the Number, such as (312) 555-0163.

  4. Under What to block, choose one:

    ChoiceWhat happens
    Don't call this numberNo agent calls it. A campaign skips the person, even one already on its list.
    Don't text this numberNo text goes to it, during a call or after one.
    Don't take calls from itWhen it rings, the agent says I'm sorry, we're not able to take this call. Goodbye. and ends the call.

  5. Under Why (optional), say why, such as Asked us to stop calling.

  6. Click Add to the list.

    The block list: each number with what's blocked and why, some of them added by HiloVoice, an X to remove each, and Block a number under it.

To unblock a number, click the X at the end of its row.

Who's added for you

These show in the list like any other entry, with HiloVoice's reason under Why:

WhyAdded whenWhat's blocked
Asked not to be called again, on a call.Someone told an agent not to call them again, on a call outside a campaignDon't call this number
Asked not to be called again, on a call for the campaign "<name>".The same, on a campaign's callDon't call this number
Texted STOP.Someone texted STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, REVOKE or OPTOUT, on its own, to one of your numbers. Texting START or UNSTOP takes this entry off againDon't text this number
Automatic: <n> calls in 24 hoursThe number reached your daily call limit, with Block numbers that reach the daily limit onDon't take calls from it

A test call in the browser, from Try it, never adds anyone, whatever is said on it.

Warning: The block list is your organization's own list. HiloVoice doesn't check national do-not-call registries for you, and taking off someone who asked not to be contacted may break the rules where they live. You're responsible for honouring these requests and for the calling rules that apply to you. See Your responsibilities on calls.

Call limits

Call limits, at the top of the page, set how often one number may call you before its next call is turned away. Only an Owner or Admin can change them; see Change your organization's settings. With Block numbers that reach the daily limit on, a number that reaches its daily limit lands on this list as Don't take calls from it: remove it if it turns out to be a real customer.

Call limits: calls from one number per hour and per day, Block numbers that reach the daily limit switched on, and the limits for calls with no caller ID and for browser calls.

What happens next

  • A person blocked with Don't call this number is marked Skipped on a campaign, with On the block list (do not call).
  • A text after a call to a number marked Don't text this number is Skipped on the call's After the call tab: <number> is on the do-not-text list.
  • A call turned away is still on Calls, marked Blocked, or Over call limit for one over your call limits.
  • Adding a number that's already blocked the same way changes nothing.

If it does not work

You seeWhyWhat to do
This number is on your transfer list (calls from it go straight through). Remove it from the Transfer list first.The number is set to go straight to a personRemove it under Settings → Transfer list, then block it.
This number is on your do-not-call list., after Call me in Try itThe number you typed is marked Don't call this numberUse another number, or remove the entry if it's yours.
Only an owner or admin can change these., under Call limitsYour role can't change call limitsAsk an Owner or Admin.
That entry is no longer on the list.Someone else removed it firstNothing to do.
Your role here is Analyst: you can look at everything, but not change it. An owner or admin can make you a builder.Analysts can't change the listAsk an Owner or Admin.