HiloVoice
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  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

Call statuses and outcomes

For OperatorsChecked against the app on October 1, 2026

Every call on Calls has a badge under How it went, and some have badges beside the caller too. Open a call and its Summary gives the outcome in a word or two, After the call says what HiloVoice did once it ended, and Details gives the call's status as the phone line saw it. This topic lists every value each of them can show. For finding and reading calls, see Review your calls.

How it went

Calls a Follow-ups agent made, each with its How it went badge: Went well, Partly done, Didn't go well and No answer.

BadgeWhat it meansWhat to do
Went wellThe call did what it was for: a caller's details taken, an appointment confirmed, a detail checked, every question answered, a follow-up's goal reached.Nothing.
Partly doneThe call got some of the way: questions left unanswered, a confirmation the person wants to move, a feedback call with some answers, a follow-up that moved forward.Read Summary to see what's missing. On a campaign, the person may be called again.
Didn't go wellThe call ended without what it was for: they declined, couldn't confirm, it was the wrong person, a voicemail answered.Read Summary. Calls like these are often marked Needs review as well.
FailedThe call itself failed: it couldn't be connected, or dropped.If it keeps happening on one number, check the number on Phone numbers.
Handed offThe agent put the caller through to a person, or the caller is on your transfer list and went straight through.Nothing: someone on your team took it.
In progressRinging or under way now.Wait. This call is still in progress. The transcript and summary arrive once it ends.
No answerNobody picked up.Nothing. A campaign tries again on its schedule.
BusyThe line was busy.Nothing. A campaign tries again on its schedule.
CancelledThe call was called off before it connected.Nothing.
EndedThe call finished, but HiloVoice can't tell how it went: the agent recorded no result, and the transcript didn't say.Read the Conversation to see what happened.

Filters, then How it went, narrows the list to one of these. It also offers Someone spoke, for every call where someone talked to the agent, and Didn't connect, for No answer, Busy and Cancelled together. Sorted by How it went, the list starts with the worst: Didn't go well and Failed, then Partly done, Didn't connect, In progress, Handed off, Ended and Went well.

Badges beside the caller

BadgeWhat it meansWhat to do
Needs reviewThe call is flagged for someone to look at (see below). It's also listed on the Needs review tab.Open it, deal with it, and click Mark handled.
TestA test call from Try it. Test calls are hidden until you switch on Show test calls.Nothing.
BlockedThe number is on your block list. The agent said I'm sorry, we're not able to take this call. Goodbye. and ended the call.If it shouldn't be blocked, remove it under Settings → Blocked numbers.
Over call limitThe number had called more often than your call limits allow. The caller heard We've had several calls from this number recently, so we can't take another one right now. Please try again later. Goodbye.Nothing, or change the limits under Call limits, on Settings → Blocked numbers.
Straight to and a nameThe caller is on your Transfer list, so they were put straight through to that person.Nothing.
Agent pausedThe agent was paused, so the line wasn't taking calls. The caller heard I'm sorry, this line isn't taking calls right now. Please try again later. Goodbye.Resume the agent from its … menu.
Trial over, No plan yet, Payment overdue or Plan endedBilling had stopped the organization's calls. The caller heard This line isn't taking calls right now. Please try again later.An owner puts it right under Settings → Billing.
Calls paused by HiloVoiceHiloVoice paused the organization's calls.Contact HiloVoice support.

Needs review

A call is flagged when something about it needs a person. Summary then says Flagged for review: and the reason. Once someone clicks Mark handled (Marked handled), it leaves the Needs review tab, and the call says Handled by who and when, with Reopen (Needs a look again) to flag it again. Anyone on the team can mark a call handled, Analysts included.

The reasonWhy the call was flagged
The agent's own wordsSomething you asked to be flagged happened: a situation under Flag the call if…, a transfer or sensitive topic with Also flag the call for review, a promised callback, or a lookup that failed with Flag for review. A Follow-ups agent flags a job that needs a person to take over.
The call did not complete; the agent's failure rule asks for a person to look at it.The call went Partly done or Didn't go well, and the agent is set to flag calls like that.
Broke a rule: and the ruleAfter the call, HiloVoice found the agent did something it must never do, such as say a booking went through when it didn't.
After the call, the caller filled in the form they were sent — see the call's answers.The caller handed in the form after hanging up, so the answers came in after the call.

Outcome

Under Outcome, Summary names how the call ended, followed by where HiloVoice got it from: the agent's own record, made during the call, what happened to the call itself, or a reading of the transcript. No clear outcome means none of them could say.

AgentOutcomesHow it went
ReceptionistQualified, UnqualifiedWent well
IncompletePartly done
Appointment booked, Appointment moved, Appointment cancelled (a call that did only that)Went well
The Short name in reports of a Caller Screening rule, when it turned the caller awayWent well
ConfirmationsConfirmed, CancelledWent well
Needs reschedulePartly done
Unable to confirm, Not reached (someone else answered), Wrong party (nobody by that name on the number)Didn't go well
Detail checksVerified, Verified with changesWent well
Unable to verify, Not reached, Wrong party, RefusedDidn't go well
FeedbackCompletedWent well
PartialPartly done
Declined, Not reachedDidn't go well
Follow-upsGoal completed, Partial progress, Callback requested, Needs more time, Blocked, Not interested, Disqualified, Wrong number, Do not call, VoicemailSee Follow-up dispositions
AnyNo answer (nobody picked up, or the line was busy)No answer, or Busy
Failed (the call couldn't be connected)Failed
Voicemail (a machine answered)Didn't go well
Blocked (the caller is on the block list)Didn't go well
Escalated (put through to a person)Handed off

A Receptionist with a starting point written for your business may record outcomes of its own as well.

After the call

After the call, beside Information collected, lists everything HiloVoice did once the call ended, such as Added to Leads or Texted the caller, each with its status:

StatusWhat it means
DoneIt went out.
PendingIt's about to go out.
RetryingIt failed for a reason that may pass, and is being tried again.
SkippedIt didn't apply to this call, such as a text on a test call. The reason is under it.
FailedIt failed for good. The reason is under it, and Owners, Admins and Builders hear about it.

Open a line to see Because: and which list it came from, such as the call completed. To fix one, see Send messages after a call.

Who was on the line

When an agent recognised the caller from your records, Summary has a Caller line: the record that matched, then how far it was checked.

It saysWhat it means
confirmed by nameThe caller confirmed the name on the record.
confirmed by a code sent by text, by email, or by text and emailThe caller read back a code sent to the phone or email on the record.
recognised from their number, not confirmedThe number matched a record, but the caller wasn't checked.
identity check failedThe caller didn't pass the check, so nothing on the record was discussed.

Status, on the Details tab

Details gives the call's Status, as the phone line saw it:

StatusWhat it means
StartingThe call is being set up.
RingingThe phone is ringing.
In progressSomeone is on the line.
CompletedThe call connected and ended.
FailedThe call couldn't be connected, or dropped.
No answerNobody picked up.
BusyThe line was busy.
CancelledThe call was called off before it connected.

Direction says Incoming for a call the agent answered and Outgoing for one it made, as the tabs on Calls do. Outcome decided by names where the outcome came from, as under Outcome in Summary.