> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.servinix.com/llms.txt
> Use this file to discover all available pages before exploring further.

# AI CSR settings overview

> Overview of the AI CSR configuration pages—Greeting, Voice, FAQs, Transfer rules, Trust & Safety, and SMS fallback—available at /receptionist/settings.

# 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](/ai-assistant/setup/hire-maya-pick-a-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](/ai-assistant/setup/set-transfer-rules).

### 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.

For details on pausing Maya, see [Pause or turn off the AI CSR](/ai-assistant/using-the-assistant/pause-or-turn-off-ai-csr).

### 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](/ai-assistant/setup/configure-faq-for-ai-csr).

## Related

* [Configure Maya settings](/ai-assistant/setup/configure-maya-settings)
* [Configure FAQs for the AI CSR](/ai-assistant/setup/configure-faq-for-ai-csr)
* [Set transfer rules for Maya](/ai-assistant/setup/set-transfer-rules)
* [Hire Maya — pick an AI receptionist voice](/ai-assistant/setup/hire-maya-pick-a-voice)
* [Pause or turn off the AI CSR](/ai-assistant/using-the-assistant/pause-or-turn-off-ai-csr)