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

Follow-up dispositions

For BuildersChecked against the app on October 1, 2026

At the end of every call, a Follow-ups agent records how it went in one word, its disposition, with a sentence or two on what happened, the next step and anything in the way. HiloVoice decides what happens next from the disposition alone, never from how friendly the call was: a good call that didn't reach the goal is progress, and the next call picks up from it.

You see the disposition in four places:

  • On See every attempt, in a person's … menu on the campaign, as Attempt 2 · Moved forward.
  • On Calls, under Outcome in the call's Summary, as Partial progress.
  • In a campaign's Export, in the Last outcome column, as Moved forward.
  • In What happened on the person's row, while their next call is under way or after Call again. At other times the row gives the last call's summary.

See every attempt for a patient booked on a later call: each attempt's line names how that call went, with what was said and any next step under it.

The dispositions

On the attemptUnder OutcomeIn an exportThe agent records it whenWhat happens next
DoneGoal completedgoal_completedThe test under How HiloVoice knows it succeeded, on the Goal step, was met on this call.The person is Done, and isn't called again unless you reopen them.
Moved forwardPartial progresspartial_progressThe job moved but isn't finished. Also when someone else answered and gave no time to call back, or a business's phone menu led nowhere.Called again on the schedule, while attempts remain.
Call back requestedCallback requestedcallback_requestedThey asked to be called at a particular time, or someone else answered and said when to try.The next call is at that time if it's inside the calling window, otherwise as soon after as it can be. It's one of their attempts.
Needs more timeNeeds more timeneeds_more_timeThey need longer before anything can happen.Called again on the schedule, while attempts remain.
BlockedBlockedblockedSomething outside their control is in the way. The agent says what, shown as In the way:.Called again on the schedule, while attempts remain.
Not interestedNot interestednot_interestedThey said they don't want to go ahead.Not completed, Not called again: they said they are not interested.
No longer appliesDisqualifieddisqualifiedThey no longer qualify, or the job no longer applies.Not completed, Not called again: they no longer qualify.
Wrong numberWrong numberwrong_numberWhoever answered said nobody by that name can be reached on the number, or, calling a business, that it isn't that business.Not completed, Not called again: the number reached the wrong person.
Asked not to be calledDo not calldo_not_callThey asked not to be called again.Not completed, Not called again: they asked not to be called again. The number goes on Blocked numbers, so no agent calls it again.
VoicemailVoicemailvoicemailA machine answered. The agent leaves your message first, or hangs up, as the Goal step says.Called again on the schedule, while attempts remain. It's one of their attempts.

A call that ends before the agent records anything, such as when the person hangs up during the opening, is treated as Moved forward too: the person's note says The call ended before the agent recorded a result., and they're called again on the schedule.

On the Calls page, How it went follows the disposition: Done reads Went well; Moved forward, Call back requested, Needs more time and Blocked read Partly done; the rest read Didn't go well.

When attempts run out

Each campaign sets Attempts per person, four unless you change it. Moved forward, Call back requested, Needs more time, Blocked and Voicemail each use one. When the last attempt ends in one of them, the person is Not completed, with Not completed after 4 attempts., or No answer after 4 attempts. after a voicemail. A callback asked for on the last attempt isn't made. To keep going, use Call again on the person's row: see Call a recipient again.

When a person should take over

Separately from the disposition, the agent can hand the job to your team: when the situation under When a team member takes over, on the Goal step, comes up, and always for a complaint, someone upset, or a mention of legal action. The person is then Needs a person, the note ends Needs a person: and the agent's reason, and the call is listed under Needs review on Calls. Nobody calls them again until someone deals with it: see Work the Needs a person queue.

If the same call also reached the goal, the person is Done all the same, and the call is still flagged for a look.

Calls that never got through

A call that doesn't reach anyone records no disposition. The attempt shows how the line went instead:

On the attemptIn an exportWhat happenedWhat happens next
No answerno_answer, or busy for a busy lineNobody picked up, or the line was busy.Called again on the schedule, while attempts remain.
Call failed to connectfailedThe line dropped, or the call never connected.Tried again after the shortest wait, up to twice, without counting as an attempt, while A call that fails on the line is retried without counting as an attempt is ticked, as it is to start. A third failure ends the person's part: Not completed, The call failed on the line 3 times. Unticked, a failed call counts as one of their attempts.
Didn't connectThe call never connected, and no result came back.As No answer.

Which ones call again

Each campaign's Settings list the endings that are tried again, under Try again after. A new Follow-ups campaign starts with them all ticked:

Under Try again afterCovers
No answerno_answer
Line busybusy
Call failed to connectfailed
Voicemailvoicemail
Someone else answerednot_reached
Moved forward, not donepartial_progress
Asked to be called backcallback_requested
Needs more timeneeds_more_time
Something in the wayblocked

Untick one and that ending finishes the person's part: they're Not completed, with Not called again: the policy does not retry and the ending. Not interested, No longer applies, Wrong number and Asked not to be called are never tried again, whatever is ticked.

Telling your other tools

Slack and Zapier can be told about a Follow-ups agent's calls: A follow-up is done (Done), A follow-up needs a person, and A follow-up ended without the goal (Not interested, No longer applies, Wrong number or Asked not to be called). A call that only moved the job along sends nothing. Tick them under Post when (Slack) or Send when (Zapier), on Settings → Integrations.