Configuring the AI Receptionist
Soli Voice picks up your practice calls when you are unavailable. Configure it once and it takes messages, answers routine questions, and escalates emergencies on your behalf.What Soli Voice does
Soli Voice is the AI receptionist built into Soli Line. When nobody is available to pick up — mid-session, after hours, or by choice — Soli Voice answers, greets the caller, fields questions about your practice (hours, services, insurance, provider availability), takes a message, and delivers an encrypted transcript to your inbox.
It identifies itself as an automated assistant at the start of every call and never pretends to be a person. Callers always know they are speaking with an AI.
How to enable Soli Voice
Soli Voice is included on the AI plan($99/month), which bundles the AI receptionist, call transcription, intake collection, and calendar integration. If you are on a lower tier (Solo at $15/month, Duo at $29/month, or Practice at $49/month), add Soli Voice as a standalone add-on for $35/month — no plan change required.
To turn it on, open your number settings, select AI Assistant, and flip the toggle. You will then walk through configuring the practice knowledge base — the information Soli Voice draws on when answering callers.
Configuring your practice knowledge base
The knowledge base is everything Soli Voice knows about your practice. You enter it through the AI Assistant configuration screen — the more detail you provide, the more useful the AI is to callers.
Key areas to complete:
Practice hours. Days and times your office is open. The AI references this when callers ask "When are you open?" and when it sets expectations for a return call.
Services offered. The service types your practice provides — individual, couples, family, child and adolescent, group sessions, assessments, and specialties.
Insurance information. Accepted plans, sliding-scale availability, and self-pay rates. The AI shares this when callers ask about cost or coverage.
Provider bios. For group practices, list each clinician's name, credentials, focus areas, and whether they are accepting new patients. The AI uses this to help callers find the right fit.
New patient availability. Whether you are currently accepting new patients and, if so, estimated wait times. The AI uses this to set realistic expectations.
The knowledge base is stored as an encrypted configuration record, decrypted in memory only while a call is active, and discarded the moment the call ends.
Setting up crisis detection
Crisis detection is built in. When a caller expresses suicidal ideation, self-harm intent, or an immediate safety concern, the AI immediately provides the 988 Suicide and Crisis Lifeline number and, if configured, forwards the call to your designated on-call clinician.
This feature is enabled by default and cannot be disabled. You control the escalation path — 988 only, or 988 plus a forwarded call to an on-call team member. Configure it under AI Assistant > Crisis Escalation in your number settings.
How the AI handles calls
Here is the sequence when a call reaches Soli Voice:
The AI opens by identifying itself as an automated assistant for your practice.
It asks how it can help, then answers the caller's questions using your practice knowledge base.
When the caller wants to leave a message, the AI captures it and reads it back for confirmation.
Once the call ends, a full transcript is generated, encrypted, and delivered to your inbox.
All call data is purged from memory. Every call starts fresh with no record of previous interactions.
Reviewing transcripts
Every AI-handled call produces an encrypted transcript that appears in your Soli Line inbox alongside regular messages and voicemails. It contains the full conversation, including any message the caller left. Only your authorized devices can decrypt it — the server stores ciphertext and cannot read the contents.
Transcripts make callback triage faster. Scan the text to understand the caller's needs before returning the call, instead of listening through a voicemail recording.
What the AI cannot do
Soli Voice operates within firm clinical boundaries. Here is what the AI will never do:
No access to patient records. There is no connection to any patient database, EHR, or session notes. The AI cannot look up a patient by name or confirm whether someone is a current patient.
No clinical advice. When a caller requests clinical guidance, coping strategies, or health recommendations, the AI declines and directs them to speak with a clinician.
No memory between calls. Every session is independent. The AI retains nothing from earlier calls — it will never say "I see you called last week" or build a caller profile over time.
No scheduling modifications. The AI can share your availability, but it cannot book, cancel, or reschedule appointments on its own (real-time calendar scheduling is planned as a future enhancement on the AI plan).
Testing the AI receptionist
Before going live, call your practice number from a personal phone with the AI set to active. Run through a typical scenario: ask about hours, inquire about services, leave a message. Verify that the transcript lands in your inbox and that the AI's answers match your knowledge base entries.
If an answer is wrong, update the relevant section of the knowledge base. Changes apply on the next call. Over time, use the Teach AI feature (available on the AI plan and the Voice add-on) to fine-tune responses to specific question types.