Access
Checking your one.lucente.au session…
Use an admin key instead
Settings
Real-Estate settings (listings & display homes)
Healthcare settings (clinic feature toggles)
Optional structured sub-flows for this clinic. When a toggle is off, that intent is taken as a normal message instead.
Companion settings (for-fun persona)
A free-form persona — personality comes from the Persona field and backstory from the Facts field below. It just stays in character and chats: no messages, transfers, tickets or bookings.
Prompts & greetings (what the AI says — greeting, persona, facts, call-handling rules)
✨ Generate with AI
Draft the greeting, persona, business facts and call-handling rules from a short description and/or a website. Review and edit, then Save settings — nothing is saved until you do.
Agent & conversation (voice, turn-taking & caller memory)
How long to wait after the caller stops before replying (Patient mode only). Lower = snappier.
Business hours (opening hours, timezone & after-hours call behaviour)
Transfer directory (staff numbers the AI can transfer calls to)
Outputs & routing (email, SMS & message routing)
Email summary is switched on per tenant in the Tenant Admin tab; its detail settings appear below when enabled. NinjaOne & Cal.com now live under Integrations.
SMS confirmations (Twilio — one-way to caller)
Switched on per tenant in the Tenant Admin tab. Sends the caller a one-way SMS after their message is captured. Enable per notification type. Requires Twilio secrets on the worker.
Appointment reminders (for Cal.com bookings)
Switched on per tenant in the Tenant Admin tab. Reminds callers before a booked appointment via SMS, an AI call, or both.
SMS needs the sender above. AI calls ring out from your Transfer caller ID (Call controls) — the "number that was called" option needs that DID verified with Twilio; otherwise it uses the Lucente AI line.
Support impact handling (triage)
On support calls the AI asks whether the issue affects one person or the whole business, then applies this — it overrides the support row in Message routing below. Redirect transfers the caller (in-hours only).
Message routing
For each message type, choose what happens — during business hours and after hours. Tick email, ticket, or both.
Integrations (configure integrations, e.g. NinjaOne & Cal.com)
Each integration is switched on per tenant in the Tenant Admin tab; its detail settings appear here when enabled.
NinjaOne: checking…
Each tenant connects its own HaloPSA instance — enter the self-hosted base URL and the OAuth2 client-credentials app you registered in it.
HaloPSA: checking…
These apply to whichever ticketing integration (NinjaOne or HaloPSA) is switched on above.
Contact sync — pulls contacts from whichever PSA (NinjaOne or HaloPSA) is switched on above so callers are recognised by number.
Cal.com live booking (direct-to-calendar — booking verticals only)
Switched on per tenant in the Tenant Admin tab. A caller who accepts a slot is booked directly into Cal.com. Use a phone-only event type (Phone required, Email off) — phone-only bookings fail if Email is required.
Critical ticket escalation (P1 priority & on-call — HaloPSA)
Tickets from critical contacts, or issues the AI judges business-wide, are raised at the P1 priority below. On-call callback rings a ladder of contacts until an unactioned P1 ticket is picked up. Switched on per tenant in the Tenant Admin tab.
Call controls (spam & cost protection)
Tenant Admin (provider only — tenant lifecycle & identity)
Create a new tenant
Provision a brand-new tenant. It starts inactive — configure it below + in Settings, then switch it on.
Manage tenant
Changes apply to the tenant selected in the picker above, and only when you click Save tenant.
Outbound caller ID (this DID):
—
Integrations
Switch each integration on or off for this tenant. Their detail settings live under Settings → Outputs & routing.
Features
Switch optional features on or off for this tenant. Their detail settings live under Settings.
Testing mode marks AI-raised tickets "[TEST]" so your Halo test-notification rule can route them to one number during testing.
Plan
Danger zone
Permanently delete this tenant. Tenants with call history can't be deleted — deactivate them instead.
Default rates (AUD — applied to every tenant without its own rate card)
A tenant's own rate card (Usage → Billing rates) overrides this. Blank fields fall back to the system defaults.
Configuration backups
Snapshots of all tenants' configuration (settings, transfer directory, knowledge, rate cards) — not call logs. A snapshot is taken automatically every day and kept for 14 days. Restore rebuilds config from a backup (existing tenants are overwritten; tenants not in the backup are left alone). Restore needs the same encryption key the secrets were saved with.
Daily snapshots load here.
Dashboard
Stats period
Call volume
Outcomes
Category
Calls by company
Call log
Page 1
| Started | Duration | Caller | Type | Outcome | Ticket | SMS |
|---|
Bookings
Appointments captured via Cal.com, with their reminder status (SMS / AI call).
| Appointment | With | Caller | Number | Ref | Reminder | Booked |
|---|
Contacts Zoom 100%
Choose contacts to import
| Name | Number | NinjaOne org | HaloPSA client |
|---|
Page 1
| Name | Company | NinjaOne org | HaloPSA client | Number | Last issue | Type | Calls | Last seen |
|---|
All call flows
What the AI does for each registered vertical. Generated from the vertical registry — new verticals appear here automatically.
Loading…
Reference
How your AI receptionist handles calls, plus tips for getting the most out of it.
Your call flow
Loading…
Template variables (tokens for greeting & SMS templates)
In the greeting and SMS templates you can use these tokens — they're filled in per call:
{name} | Caller's first name (when known) |
{business} | Your business name |
{ref} | Booking reference |
{time} | Appointment time |
{ticket} | Support ticket number (support calls) |
Tips
- Business facts are the only facts the AI will state — keep them accurate and complete.
- Use the Knowledge tab (if enabled) for longer Q&A the AI can search mid-call.
- Greeting is spoken word-for-word; keep it short and natural.
- Check the Call log for transcripts and outcomes; Dashboard for volumes.
Common questions
Where do messages go? Email summaries and/or tickets, per your settings, with a copy of the transcript.
Can it transfer calls? Yes — to the staff numbers in your transfer directory, and it can prioritise urgent/business-wide issues.
A change isn't taking effect? Settings apply on the next call (within about a minute).
Audit log
Every change made through the console or admin API — who, what, and when. Provider-only; newest first.
Page 1
Loading…
Usage & billing
Usage for the selected tenant + period. Cost is an estimate from the rate card (global defaults unless set below).
Loading…
Billing rates (provider-only; blank = default)
All tenants
Aggregate across every tenant (provider-only — customers never see this tab).
Call volume
Calls by tenant
Outcomes
Category
Per-tenant usage & billing
Bookings (all tenants)
Recent calls (all tenants, most recent first)
Tenants
All tenants at a glance — click a row to switch to that tenant. Provider-only.
Loading…
Knowledge base
Add articles the AI can search to answer caller questions beyond the core business facts. Saving re-embeds everything (can take a few seconds). Enable/disable this feature in Tenant Admin → Features.
✨ Generate an article
Build a knowledge article from a web page or pasted text — the AI summarises it into facts. It's added below for you to review, then Save knowledge.
Help & guidance
How this console is organised and how to get a tenant answering calls well. Tabs marked (provider) are only visible to provider admins.
Getting a tenant live
- Create the tenant — Tenant Admin tab (provider): name, DID number, industry vertical. It starts inactive.
- Switch on integrations & features — still in Tenant Admin: enable Email summaries, NinjaOne tickets, Cal.com booking, and Appointment reminders as needed. Their detail settings only appear once enabled.
- Configure in Settings — greeting, persona, business facts, hours, transfer directory, message routing, and any enabled integration's details.
- Test — use Send test email / Send test SMS / Send test ticket, then place a real call.
- Activate — tick Receptionist active in Tenant Admin and Save. Incoming calls are now answered.
What each tab does
| Dashboard | Call volume, outcomes, categories and KPIs for the selected tenant. |
| Call log | Every call with transcript, outcome, and email/ticket status. Searchable. |
| Contacts | Known callers (name / company / number). Import from NinjaOne. |
| Settings | Everything about how the AI behaves for the selected tenant. |
| Call flows | The tools and steps available for the tenant's industry vertical. |
| Usage | Calls, talk-time, SMS, tickets, tokens and estimated cost. |
| Knowledge | Per-tenant articles the AI can search mid-call (when enabled). |
| All tenants (provider) | Aggregate metrics + a per-tenant table across every tenant, with CSV export. |
| Tenant Admin (provider) | Create / activate / delete tenants; switch integrations & features on or off. |
| Audit (provider) | Who changed what, and when. |
Template variables (tokens for greeting & SMS templates)
Only the fields below accept
{tokens}. The Greeting, Persona, Business facts and Call-handling rules are free text given to the AI — they do not substitute tokens, so write them in plain words. A token with no value for a given call is simply removed.| Token | Becomes | Works in |
|---|---|---|
{name} | Caller's first name (when known) | Returning greeting · all SMS templates |
{business} | This tenant's business name | Returning greeting · all SMS templates |
{company} | Caller's company (when known) | Returning caller greeting |
{time} | Booked appointment time, spoken (e.g. "2:30pm Thursday") | Booking SMS · Reminder SMS |
{ref} | Short booking reference (e.g. K7P2QX) | Booking SMS · Reminder SMS |
{ticket} | Support ticket number — only on support calls that raised a ticket | Ticket SMS template |
Where each field lives: Returning caller greeting → Settings → Prompts & greetings. Booking / Message SMS templates and Reminder SMS template → Settings → Outputs & routing.
Writing good prompts
- Greeting is spoken word-for-word — keep it short and natural, and include the business name.
- Business facts are the only facts the AI may state. If it isn't here (or in the Knowledge base), the AI won't claim it.
- Persona sets tone; Call-handling rules set triage (when to take a message vs transfer).
- These are free text — don't put
{tokens}in them (see Template variables). Describe behaviour in plain words. - For identity details (names, addresses), the AI already reads back to confirm — you don't need to instruct that.
Common questions
A reminder or SMS didn't send. Check that the feature is enabled in Tenant Admin, an SMS sender ID is set (Settings → Outputs & routing), and the relevant message type is ticked. AI reminder calls also need a verified Transfer caller ID.
Transfers don't connect. The Transfer caller ID (Settings → Call controls) must be a number verified with Twilio; otherwise calls fall back to the Lucente AI line.
The AI stated a wrong fact. It can only state Business facts + Knowledge articles — tighten those.
A change isn't taking effect on calls. Settings apply on the next call; the live config cache refreshes within about a minute.