Configuring the AI Receptionist
Soli Voice answers your practice calls when you cannot. Set it up once, and it handles the rest — taking messages, answering common questions, and escalating emergencies.What Soli Voice does
Soli Voice is an AI-powered receptionist built into Soli Line. When a caller reaches your practice and no one is available to answer — because you are in session, it is after hours, or you simply prefer not to answer — Soli Voice picks up the call. It greets the caller, answers questions about your practice (hours, services, insurance, therapist availability), takes a message, and delivers a full transcript to your inbox. Every interaction is encrypted before storage.
The AI identifies itself as an automated assistant at the beginning of every call. It does not pretend to be a person. Callers always know they are speaking with an AI.
How to enable Soli Voice
Soli Voice is available on the AI plan ($99/month), which bundles the AI receptionist, AI call transcription, AI 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), you can add Soli Voice as a standalone add-on for $35/month without changing your plan.
To enable it, open your number settings, select AI Assistant, and toggle it on. You will then be guided through configuring your practice knowledge base — the information the AI uses to answer caller questions.
Configuring your practice knowledge base
The knowledge base is the information Soli Voice draws from when answering questions. You provide this information through the AI Assistant configuration screen. The more details you include, the more helpful the AI will be to callers.
Key areas to fill in:
Practice hours. The days and times your office is open. The AI uses this to answer "When are you open?" and to let callers know when to expect a return call.
Services offered. The types of therapy or counseling your practice provides — individual therapy, couples counseling, family therapy, child and adolescent therapy, group therapy, psychological assessments, and any specialties.
Insurance information. Which insurance plans you accept, whether you offer a sliding scale, and your self-pay rates. The AI can share this when callers ask about cost or coverage.
Therapist bios. If you are in a group practice, include each clinician's name, credentials, areas of focus, and current availability (accepting new clients or not). The AI can help callers find the right fit.
New client availability. Whether you are currently accepting new clients, and if so, estimated wait times. The AI uses this to set appropriate expectations with callers.
The knowledge base is stored as an encrypted configuration record. It is decrypted in memory only during an active AI call and discarded immediately afterward.
Setting up crisis detection
Soli Voice includes built-in crisis detection. If a caller expresses suicidal ideation, self-harm intent, or describes an immediate safety concern, the AI immediately provides the 988 Suicide and Crisis Lifeline number and, if configured, can forward the call to a designated on-call clinician at your practice.
Crisis detection is enabled by default and cannot be turned off. You can customize the escalation behavior — choose whether the AI provides 988 only, or also attempts to reach an on-call team member. To set this up, go to AI Assistant > Crisis Escalation in your number settings and specify the forwarding number or team member.
How the AI handles calls
When a call reaches Soli Voice, the following happens:
The AI introduces itself as an automated assistant for your practice.
It asks how it can help and responds to the caller's questions using your practice knowledge base.
If the caller wants to leave a message, the AI collects the message and confirms it back to the caller.
After the call ends, a full transcript is generated, encrypted, and delivered to your inbox as a notification.
The AI discards all call data from its memory. Each call starts fresh with no memory of previous interactions.
Reviewing transcripts
Every AI-handled call generates an encrypted transcript that appears in your Soli Line inbox alongside regular messages and voicemails. The transcript shows the full conversation between the caller and the AI, including any message the caller left. You can read the transcript only on your authorized devices — the server stores it in encrypted form and cannot read its contents.
Transcripts are useful for quickly triaging callbacks. You can scan the transcript to understand the caller's needs before returning the call, rather than listening to a voicemail recording.
What the AI cannot do
Soli Voice is designed with firm clinical boundaries. It is important to understand what the AI will never do:
No access to client records. The AI has no connection to any client database, EHR system, or session notes. It cannot look up a client by name or confirm whether someone is a current client.
No clinical advice. If a caller asks for therapeutic guidance, coping strategies, or mental health recommendations, the AI declines and encourages the caller to speak directly with a clinician.
No memory between calls. Each call session is independent. The AI does not retain information from previous calls, so it cannot say "I see you called last week" or build a profile of a caller over time.
No scheduling modifications. The AI can share your availability information, but it cannot book, cancel, or modify appointments on its own (calendar integration for real-time scheduling is available on the AI plan as a future enhancement).
Testing the AI receptionist
Before going live, test the AI by calling your practice number from a personal phone while the AI is set to active. Walk through a typical caller scenario: ask about your hours, inquire about services, request to leave a message. Check that the transcript appears in your inbox and that the information the AI provides matches what you entered in the knowledge base.
If the AI gives an incorrect answer, update the relevant section of your practice knowledge base. Changes take effect on the next call. Over time, you can use the Teach AI feature (available on the AI plan and the Voice add-on) to refine how the AI responds to specific types of questions.