AI CSR settings overview
The Maya Settings page at/receptionist/settings is the central configuration hub for the AI CSR. All changes on this page auto-save when you click away from a field or toggle a switch.
Before you start
You need Admin or Manager access to change Maya’s settings. Most changes take effect immediately on the next inbound call — no restart or redeploy is needed.Settings sections
Navigate to AI CSR in the left nav, then click Settings at the top of the dashboard.Greeting
Controls how Maya opens every call. You can edit the greeting text directly in the text area and click Preview to hear it spoken aloud before saving. Changes save automatically when you click away.Voice
Shows Maya’s currently active voice and persona. Click Change voice to pick a different voice from the six options (Maya, Jordan, Eli, Sage, Casey, Avery). Swapping voices does not affect FAQs, transfer rules, or scoring history — only the name and audio change. For a step-by-step walkthrough of choosing a voice, see Hire Maya — pick an AI receptionist voice.Known callers
Three toggles that control how Maya personalizes calls for repeat customers:- Greet known callers by name — Maya matches caller phone numbers against your customer records.
- Use first name only — privacy default; Maya says “Hi Sarah” instead of “Hi Sarah Park.”
- Mention upcoming appointment when known — if the caller has a booked appointment, Maya mentions it.
Transfer rules
Defines when Maya hands off a call to a live team member. Includes always-on safety rules (caller asks for a human, after business hours, existing customer with an active job) plus up to 10 custom keyword-based rules. For a detailed guide to configuring transfer rules, see Set transfer rules for Maya.Trust & Safety
Plain-English rules that tell Maya what not to do, plus structural controls:- Pause Maya (soft kill) — Maya answers and immediately transfers rather than handling the call herself.
- Drop calls flagged by Twilio as spam — Maya doesn’t answer spam-flagged calls.
- Record calls — enables call recording (note: California requires 2-party consent; the consent wording is locked but the phrasing is editable).
- Maya books service requests — when off, Maya takes messages only and does not auto-book appointments.
SMS fallback
When enabled with SMS callers who hang up before connecting, Maya sends a text message to callers who disconnect before the call is answered. You can customize the message text using{{BUSINESS_NAME}} and {{VOICE_NAME}} variables (max 160 characters).
FAQs
Maya’s knowledge base lives at a separate page: AI CSR > Settings > FAQs (/receptionist/settings/faq). For a guide to adding and managing FAQs, see Configure FAQs for the AI CSR.