Overview
The Receptionist page sets up an AI receptionist that answers this client's Twilio phone number, holds a natural conversation, takes messages, and logs every call with a recording and transcript. Configure its name, greeting, and prompt, train it with knowledge files, connect a number, and review calls. Open it from Platform > Marketing > Receptionist, and pick the client from the switcher in the top right.
How to use this page
Open the Receptionist page
Go to Platform > Marketing > Receptionist and select the client whose number you want to manage from the client switcher in the top right. The stat band at the top shows the live status (Off, No number, or Live), the connected number, total calls, calls in the last 7 days, and the average call duration.
Turn the receptionist on or off
In Agent settings, check Answer calls to enable it, or uncheck to pause it without losing your config. The stat band reflects Off when unchecked, No number when enabled but no number is connected, and Live when enabled with a number connected.
Name the agent and the company
Set Agent name (what the receptionist calls itself, e.g. Ava) and Company name (the business it answers for). Both feed the default greeting and the prompt.
Pick a voice (optional)
Leave ElevenLabs voice ID blank to use the default SalesHive voice, or paste an ElevenLabs voice ID to use a specific voice for this receptionist.
Write the greeting
The greeting is the first thing every caller hears. The placeholder previews it using the agent and company names you set above.
Write the prompt
The prompt tells the receptionist who it is, what the business does, its hours, who to route calls to, and how to handle edge cases like after-hours, emergencies, or wrong numbers. House speaking rules (short spoken sentences, never invent facts, offer to take a message when unsure) are always applied on top of your prompt, and your training files below are added as facts.
Record calls (optional)
Check Record calls to capture audio for every inbound call. Recordings appear in the call log with a playback control. Uncheck to stop recording new calls.
Save your settings
Click Save to persist the agent settings. The button is disabled until something has changed, and shows Saving while it writes.
Connect a phone number (employees)
In the Phone number section, enter the Twilio number in E.164 format (e.g. +14155551234) and click Connect number. This points that number's voice webhook at the receptionist so inbound calls answer immediately when Answer calls is on. Click Disconnect to release the number; the receptionist stops answering until a new one is connected. Clients see the connected number read-only and ask their SalesHive team to change it.
Add training files
Training files are everything the receptionist knows about the business: services, hours, people, pricing, FAQs, and what to say when someone asks for a specific person. Each file is injected into the prompt on every call. Type a name (e.g. Team or Pricing) and click Add to create a blank file, or click Upload .txt / .md to import a text or markdown file.
Edit and save a training file
Click a file row to expand it, edit the content in the textarea, and click Save file. The row shows unsaved while you have pending changes. Click the trash icon on a row to delete a file; the receptionist forgets everything in it.
Review calls
The Calls section lists the most recent 100 inbound calls, newest first, with the time, caller number, duration, status (Live while in progress, Completed, and so on), and a recording player when audio is available. Click Refresh to pull the latest calls.
Read a call transcript
Click Transcript on any call that has one to expand the full text of the conversation below the row. Click Hide transcript to collapse it.
What the buttons do
- Answer calls (checkbox)
- Enables the receptionist to answer inbound calls on the connected number. Uncheck to pause without losing your config.
- Record calls (checkbox)
- Captures audio for every inbound call. Recordings appear in the call log with a playback control.
- Save
- Persists the agent settings: enabled flags, agent name, company name, voice ID, greeting, and prompt. Disabled until something has changed; shows Saving while writing.
- Connect number
- Points the entered Twilio number's voice webhook at the receptionist so it answers inbound calls. Employee-only. Disabled while connecting or when the field matches the already-connected number.
- Disconnect
- Releases the connected number after confirmation. The receptionist stops answering until a new number is connected. Employee-only.
- Add
- Creates a new blank training file with the typed name and opens it for editing.
- Upload .txt / .md
- Opens a file picker to import a .txt or .md file as a training file.
- Save file
- Persists the expanded training file's content. Disabled until the content has changed; shows Saving while writing.
- Delete (trash icon)
- Deletes a training file after confirmation. The receptionist forgets everything in that file.
- Refresh
- Pulls the latest calls into the call log. Shows Refreshing while loading.
- Transcript / Hide transcript
- Expands or collapses the full text transcript for a call.