Portal Setup Guide
Your tenant Portal is the brain of your AI receptionist. When you update a record, the AI learns that information within minutes. This guide explains what to fill in on each page so your receptionist performs at its best.
⚡ The Three Golden Rules
6135550101 or 613-555-0101. Avoid parentheses or country code prefixes.
🛎️ Services
| Field | What to Enter |
|---|---|
| Service Name | Use the name clients will say on the phone (e.g. "Initial Consultation", "90-Minute Massage") |
| Duration (Minutes) Critical | Determines how big a slot the AI books on the calendar. Must be accurate. |
| Buffer Time (Minutes) | Optional gap added after the appointment for cleanup or transition time |
| Price | Mentioned by the AI if a client asks "How much is…?" |
| Min. Notice (Hours) | Minimum lead time required to book this service (e.g. 2 = clients cannot book same-day within 2 hours) |
| Cancellation Notice (Hours) | How far in advance a client must cancel to avoid a late-cancellation fee |
| Department | Which department this service belongs to — used for routing |
👤 Professionals
| Field | What to Enter |
|---|---|
| Professional Name | The name the AI will use to refer to them when speaking to clients |
| Department | Dropdown, picked from your Departments page — the AI uses this for routing |
| Google Calendar ID Critical | The unique ID of their dedicated work calendar — see the Calendar Setup Guide for how to find this |
| Location | Dropdown, picked from your Locations page — which branch this person works at |
| Specialization | Optional — a short note the AI can mention if asked |
Which services each professional offers is set from the Services side — a service isn't tied to specific professionals in the Portal the way it might be on a spreadsheet, so make sure Department groupings line up between the two pages.
📍 Locations
Single-location businesses still need at least one record here — it sets your timezone and escalation number. (Adding more than one location may require a plan upgrade.)
| Field | What to Enter |
|---|---|
| Location Name | e.g. "Downtown", "West End", or your business name for single locations |
| Timezone | Dropdown of standard timezones — e.g. Eastern Time (Toronto), Pacific Time (Vancouver). Ensures the AI books at the correct local time. |
| Address | Full street address — read aloud by the AI when clients ask for directions |
| Office Hours | One field per day — e.g. 9:00 AM - 5:00 PM or Closed |
| Escalation Number Important | The direct line the AI dials when a caller asks to speak to a human, or when the AI cannot help (e.g. a staff mobile number) |
| Status | Active or Inactive — inactive locations are ignored by the AI |
👥 CRM (Your Client List)
The AI automatically adds new callers here after each call. You can also edit client records manually — there's no manual "add" button, since every record originates from a real call.
| Field | What to Enter / How It Works |
|---|---|
| Name / Phone | Captured automatically from the call. Used as the primary lookup key when they call back. |
| Regular Professional | The AI will suggest this professional first when the client books |
| Preferred Location | For multi-location businesses — which branch this client usually visits |
| Spoken Language | Client's preferred language — the AI switches to this language automatically on their next call |
| Preferences / Notes | Notes visible to the AI before each call (e.g. "Prefers quiet room", "Allergic to lavender") |
| Used Services | Comma-separated list, editable manually if you want to seed history |
| Total Visits / Last Appt. Date | Updated automatically after every booking or cancellation |
| Consent Status | Opt-In / Opt-Out — governs whether the client can receive outbound reminders/waitlist texts |
🚫 Call Screening & Waiting List
Two sub-tabs on one page. On the Screening tab, add a phone number to decide how the AI handles calls from it. (The Waitlist sub-tab only appears on plans that include Waitlist Harvesting.)
| Field | What to Enter |
|---|---|
| Phone Number | The number to screen, in any standard format |
| Action | Block — AI politely ends the call. Handoff to Human — AI transfers to your escalation number instead. |
| Reason | Optional internal note — not read aloud to anyone |
The Waiting List sub-tab fills in automatically when a caller asks to be added — if your plan includes Waitlist Harvesting, the AI proactively texts waitlisted clients when a slot opens up. First come, first served; the client calls back to confirm.
🧠 Business Knowledge
Anything a caller might ask that isn't covered by the other pages. The AI reads these before every call and rephrases them naturally — it will never read your text verbatim.
| Field | What to Enter |
|---|---|
| Category | Optional grouping (e.g. "Facilities", "Policies") |
| Topic | What the client might ask (e.g. "Parking", "Insurance", "What to wear") |
| Information / Policy | Your answer in plain language. The AI handles the phrasing. |
Good examples: parking directions, accepted insurance, cancellation policy, what to bring, accessibility info, promotion details.
⚙️ Settings
Each row is a setting created for you at signup — the Portal doesn't let you add or remove settings, only edit their value. Some render as a dropdown (a fixed set of choices), others as free text.
| Setting Name | What It Does |
|---|---|
| Welcome Message | The exact phrase the AI speaks when it picks up. Keep it under 25 words for best results. |
| Online Booking Status Required for go-live | Starts Disabled — flip to Enabled once your staff and services are set up. Your account won't activate until this is on. |
| Safe Mode | Set to On to bypass the AI entirely and route all calls to the escalation number |
| Max Appointments per Client | Prevents a single caller from booking more than N upcoming slots |
❓ Common Questions
Portal edits go straight to your live account — most changes (updating a price, adding a service, editing a policy) are reflected on the very next call. Calendar changes are also reflected in real time.
Deleting a record in the Portal is permanent — there's no version history the way a spreadsheet has. If you're not sure, set the record's Status to Inactive instead of deleting it; that hides it from the AI without losing it.
Yes — invite them from the Staff page. Staff invited as Providers can access the in-room transcription tools (on eligible plans); only the account Owner can manage billing and other Owners.
You can request an export of your client records, appointment history, and configuration within 30 days of cancelling. Your Google Calendar is unaffected and stays under your ownership — just remove the service account from it to revoke access immediately.