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 Usage page

For OperatorsChecked against the app on October 1, 2026

Usage is the page HiloVoice opens on, and the first entry in the left-hand menu. It's headed with your organization's name and How HiloVoice has been used over the last 30 days. Every figure on it counts real calls only: a test call in your browser, from Try it, is never counted. (Call me places a real call, so that one is.) The page fetches fresh figures every minute, so you can leave it open.

Until your organization is set up, a card at the top names the next thing to do and how many steps are done. Open the guide lists them all. Don't show this again puts the card away for you; the menu under your name still has Setup guide.

Note: Usage doesn't show your plan's minutes. Owners and Admins find those under Settings → Billing; see Plans, minutes and limits.

The tiles

Each figure covers the last 30 days, counted back from now. Where a tile says vs the 30 before, it compares them with the 30 days before that. Needs attention is the exception: it lists everything still waiting, however old.

TileWhat it showsA click opens
Last 30 daysThe month in plain terms, a line each: calls handled (someone spoke to an agent), leads qualified, appointments confirmed (booked on a call and still booked) and customers followed up (people a Follow-ups agent reached, each counted once). At the foot, the staff hours saved: the time on every call someone spoke to an agent. A line with nothing to count is left out.The calls, leads or campaigns a line counts
Calls, last 30 daysEvery call, in and out, answered or not.
Completed outcomesCalls that did what they were for. The line under the number says how many did so only partly.
Completion rateOf the calls whose result is known, the share that did what they were for, wholly or partly. The change is in percentage points.
Handed to a personEscalations and transfers to your team, callers on your Transfer list included.
Leads createdNew leads. Shown once there are any.Leads
Answer rateThe share of calls where someone spoke.
Average lengthHow long a completed call lasted, in minutes and seconds.
Failed callsCalls that never connected because something failed on the line.
Needs attentionWhat needs one of your team now. See below.The page each line names
Calls per dayThe last 14 days, a bar a day.
How calls wentThe month's calls by how they ended: Went well, Partly done, Didn't go well, Handed off, Didn't connect and Ended.
Lead scoresLeads first made in the 30 days that were scored, band by band, with how many booked an appointment and how many became customers. Under it, Hot leads: how long a Hot lead typically waited before someone added a note, changed its status or outcome, or marked it a customer, and how many nobody has touched. Shown once a lead has been scored.See leads
What calls were aboutThe most common subjects, from each call's summary. The rarer ones share a line at the foot.
Latest callsThe five most recent calls: who, what about, which agent, when, how long and how it went.All calls opens Calls

Point at the ⓘ beside the staff hours, or beside Lead scores, for how each is counted.

The Lead scores tile: each band's leads, with how many booked and how many became customers, and under them how soon someone picked up a Hot lead.

Needs attention

Each line is something waiting for a person. When there's nothing, the tile reads Nothing needs your attention.

The line saysWhat it meansWhat to do
<n> calls need a lookCalls flagged for a person that nobody has marked handledClick it. Calls opens on Needs review; see Review your calls.
<n> after-call actions failedA text, email, webhook or CRM update didn't go through, after HiloVoice tried againOpen the notification Something after a call didn't happen: it opens the call, and its After the call tab says why.
Campaign "<name>" is pausedThe campaign stopped calling. The line under it says whyClick it, put the cause right, and resume the campaign.
<agent> failed to publishThe agent's last publish didn't go through, so callers get the version beforeOpen the agent and publish again.
<connection> isn't workingA connection under Settings → Integrations has a problem. The line under it says whatReconnect it under Settings → Integrations.

Note: Who can put each one right depends on your role. An Analyst can mark a call handled, but resuming a campaign, publishing or reconnecting needs an Owner, Admin or Builder.

Choose what the page shows

The layout is yours: each person arranges their own, and it follows you to any device.

Click Customize at the top right. Every tile gets a handle to drag it by and a button to hide it. Hidden tiles wait in a box under the rest, Hidden — add back anything you want on the page.: click one to put it back. Reset to default puts every tile back where it started. Click Done to keep your layout, or Cancel to leave it as it was.

The Usage page while you customize: Reset to default, Cancel and Done at the top right, and on each tile a handle to drag it by and a button to hide it.

A tile with nothing to show yet, such as Lead scores before a lead is scored, stays off the page. While you customize, it shows as a dashed box, Appears once there's something to show., so you can place it anyway. Under Customize, the Calls, last 30 days tile is called Calls.

If it does not work

You seeWhyWhat to do
Nothing to show yetThe organization has no agentClick Create my first agent.
Waiting for the first callThere's an agent, but no real call yetIf it isn't live, click Finish setting up. Otherwise ring its number.
No Customize buttonThere's no call yetIt appears with the first call.
A test call isn't countedUsage counts real calls onlyFind it on Calls, with Show test calls on.
The numbers couldn't be loadedThe figures didn't arriveReload the page in a moment.
Couldn't save the layout. Try again in a moment.Your layout wasn't savedClick Done again.