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Setting up Voice AI

This article walks you through reviewing and customizing your Voice AI Agent in swivlStudio, from what callers hear when they call in to how and when calls get routed to your team.

Where to Find Voice Settings

Voice preferences live in Property Manager, under Cortex > Voice. From there, you'll see a list of Voice worksheets on the left, starting with Voice Settings.

Customizing Your Welcome Messages

Under Voice Settings, the General Settings section controls what callers hear at each stage of the call:

  • Pre-Welcome Message: plays first, typically a recording disclosure.
  • Welcome Message: the main greeting callers hear, and where you can list what swivl AI can help with.
  • Welcome Message if Delinquent: a variation played when the caller's account has a past due balance.
  • Anything Else Message: asks if the caller needs additional help before wrapping up.
  • Hangup Message: plays right before the call ends.

Take a few minutes to read through each message and make sure the tone, details, and variables match how you'd want your team to greet a caller.

💡Tip: Type # in any text field to insert a Variable, like the location name or phone number. Variables automatically adjust to match each caller's location, so you don't have to write separate messages for each one.

Setting Up Escalation Preferences

Still under Voice Settings, the Escalation Settings section controls where calls go when a caller needs to speak with a real person. You can set this up separately for Sales and for Customer Service related questions:

  • Direct Line to Sales Team / Direct Line to Customer Service Team: the external number swivl forwards a caller to for that team.
  • Sales Extension / Service Extension: optional, if your phone system needs an extension after the number connects.
  • swivl Conversations: Choose this option if you want calls escalated within swivl’s Contact Center. Agents must be logged in to the platform to handle live calls.
  • Permission to Escalate Message: What Cortex says to ask the caller's permission before forwarding the call.
  • Pre-Escalate Message: The message callers hear immediately before swivl transfers the call to the escalation phone number.

⚠️ Important: If you're using an external phone number for escalations, make sure it rings your team directly rather than one of your customer-facing numbers. Pointing an escalation back at a number that forwards to swivl can create a loop where the call never actually reaches your team.

Choosing Which Voice Worksheets Escalate

Beyond the two escalation paths above, Voice is broken into individual worksheets for each type of call swivl handles, like After Hours Emergency, Autopay, Cancel, Login Issues, Rent a Unit, etc. Each worksheet has its own Escalate toggle, so you decide exactly which intents should offer a live hand-off and which should stay self-service.

For example, on the Rent a Unit worksheet:

  1. Review the Voice Message and SMS Message swivl uses to respond to that intent.
  2. Decide whether that type of call should be able to reach your team live. Turn Escalate on if so.
  3. If Escalate is on, set Send escalations to either swivl Conversations or an External Phone Number.
  4. If you choose an external number, confirm it under External Phone Number, or leave it pointed at the direct line you already set up in Escalation Settings.

💡Tip: Not every worksheet needs to escalate. Something like Gate Code or Pay Bill might be perfectly fine staying fully automated, while Rent a Unit or After Hours Emergency may be worth routing to a live person.

Go through each worksheet one at a time. Since every intent can have its own escalation setup, it's worth reviewing the full list rather than assuming they all match your general Sales or Customer Service settings.

📬 Need help? If you have questions about setting up your Voice preferences or want a hand deciding which intents should escalate, reach out to our team at support@tryswivl.com. We'd be happy to help!