Everything you need to use Smart Helpline — your AI receptionist and communications platform.
Smart Helpline is an AI receptionist and communications platform. It handles business calls using intelligent AI assistants, supports appointment management and follow-up workflows, provides real-time analytics, manages caller profiles, handles SMS messaging, and gives you operational visibility from one dashboard.
Once signed in, head to Settings to connect your Laila AI key and configure your AI assistant. Your AI assistant will then start handling incoming calls automatically. You can monitor calls in real time from the Calls page, review analytics, and manage customers from the sidebar navigation.
Minimal setup is required. You'll need a Laila AI account for AI call handling and optionally a Twilio account for outbound calling and SMS. Connect your API keys in Settings, and the platform handles everything else — no coding or server management needed.
Smart Helpline service and commercial terms are configured for each account. Use the Billing area to review the information available for your account, or contact Smart Helpline support if you need confirmation of your agreed package or billing setup.
Go to the Calls page from the sidebar. Each call shows key details including caller name, phone number, duration, and outcome. Click on any call to expand it and access the full audio player with waveform visualization, transcript, AI analysis, and sentiment indicators.
Green indicators mean the call was handled successfully, red indicates a failed or problematic call, and yellow shows mixed or neutral results. These are based on the AI's evaluation of how well the call achieved its objective.
Yes. Use the search bar to find calls by phone number, caller name, or transcript content. You can also filter by date range, call outcome, sentiment, and duration to quickly find specific interactions.
The AI Call Action wizard lets you trigger intelligent follow-up actions on any call — such as generating a summary, extracting action items, or drafting a follow-up message. Access it from the call detail view.
You can make outbound calls directly from the dashboard using the built-in Twilio softphone. Click the phone icon in the sidebar or use the dialer to enter a number. Outbound activity is tracked in Smart Helpline so your team can review communications and usage.
Smart Helpline supports both inbound and outbound SMS. You can send messages to customers directly from the SMS inbox, and incoming messages are automatically tracked and linked to caller profiles. Usage information available for your account can be reviewed in the billing dashboard.
Yes. During an active call, you can transfer it to another number or start a conference call by adding participants. These features are available through the call controls that appear during an active call.
Availability, allowances, and billing treatment for outbound calls and SMS depend on your configured Smart Helpline service. Check the Billing area for the information available to your account or contact support for confirmation of your agreed commercial terms.
Navigate to the Appointments page from the sidebar. Click 'New Appointment' to create a booking. You can set the title, date, time, customer details, staff assignment, attendance type (in-person or virtual), and optionally include a meeting link.
Yes. When creating or editing an appointment, you can enable email and SMS notifications for both customers and staff. The system will send reminders and confirmations based on your notification preferences.
Yes. The appointment calendar supports month, week, day, and agenda views. You can switch between views using the toolbar at the top of the calendar. Appointments are color-coded and clickable for quick access to details.
The Customer Directory automatically creates profiles for every caller based on their phone number. Each profile tracks total calls, last interaction date, success rate, average duration, and total cost. Click any customer to view their full call history.
Yes. Click on a customer to open their profile drawer where you can update their display name, email, date of birth, address, tags, and notes. You can also add multiple phone numbers to a single profile.
Call Todos are action items linked to specific calls. When reviewing a call, you can create tasks like 'Follow up with customer' or 'Send requested information'. Todos can be assigned priorities, descriptions, and marked as completed from the Todos page.
Visit the Todos page from the sidebar to see all your pending and completed tasks. You can filter, sort, and mark items as done. Each todo links back to its associated call for full context.
The dashboard provides total calls, answer rates, average duration, customer satisfaction scores, revenue estimates, call handling costs, call volume trends over time, sentiment distribution, and a conversion funnel from initial call to successful outcome.
Sentiment is determined by the AI assistant's evaluation of each call, considering factors like call success, customer tone, issue resolution, and conversation flow. Results are categorized from Very Positive to Very Negative.
Yes. The Analytics dashboard includes export options for downloading your data. You can also access raw call data from the Calls page for custom analysis.
Go to Settings and select the Billing tab. The Billing area shows the subscription and billing information available for your account. If anything there differs from your agreed commercial terms, contact Smart Helpline support for confirmation.
Usage information available for your account is shown in the Billing and Usage areas. How usage is treated commercially depends on your configured service and agreed terms rather than a universal public rate card.
Where payment-method management is enabled for your account, use the Billing area in Settings to add or update card details. Payments are processed securely through Stripe.
Use the options available in your Billing area or contact Smart Helpline support. Any change or cancellation is handled in line with the commercial terms agreed for your account.
Yes. All data is encrypted in transit and at rest. We use enterprise-grade security with Supabase authentication and row-level security policies. Call recordings, customer data, and API keys are stored securely.
Smart Helpline uses Supabase Auth for secure authentication. You can sign in with your email and password. Multi-factor authentication is available for additional security.
Yes. The Staff Management section in Settings lets you add team members with their contact details and schedules. Admin users have additional privileges including user management and platform configuration.
Go to Settings to configure your Laila AI key for AI call handling, Twilio credentials for outbound calls and SMS, and Stripe for payment processing. API clients can also be created for programmatic access via the OAuth settings.
Need more help? Email support@smarthelpline.ai.