This article outlines how to set up your CAASI phone agent. For more information, see the Complete Guide to CAASI, Your AI Front Desk.
Key tips
You must have the CAASI Phone Agent subscription to access these settings.
Staff must have the Manage CAASI Settings permission to access these settings.
Set up your CAASI phone agent
Use the Voice Integration page to choose how your phone agent interacts with clients.
To set up your CAASI phone agent:
Open the App Drawer
then click View All > CAASI.
Click Open CAASI Communication Hub.
On the side menu, click Application Settings
> Channel Settings > Phone Agent.
To set up or change the Phone Number CAASI will answer, click Change.
Select Use existing Message Center phone number to use the number associated with your WellnessLiving Message Center.
Select Get a new phone number for CAASI to create a number. Click Generate, then select the desired number.
If you want to use a number already associated with your business, contact WellnessLiving Support.
Under Conversation Messages, enter CAASI's default responses:
Enter the Welcome message clients will be greeted with when CAASI answers a call.
Enter the Goodbye message clients will hear when ending a call with CAASI.
For more information, see Tips for writing your Welcome and Goodbye messages below.
Under Pronunciation Dictionary, teach CAASI how to hear and say words specific to your business:
Under How to hear it, click Add pronunciation to add words or phrases CAASI mishears when clients call.
In the Listen for field, enter the word or phrase exactly as it should be recognized.
Click Delete
to remove an entry.
Under How to say it, click Add pronunciation to add words CAASI mispronounces when speaking to clients.
Under Word, enter the word exactly as written. Entries are case-sensitive, so CAASI and caasi are treated as different words.
Under Pronunciation Hint, enter the phonetic spelling CAASI should use when saying it aloud.
Click Delete
to remove an entry.
For more information, see Tips for setting up your Pronunciation Dictionary below.
To set up your phone number and configure voice settings, see Set up your CAASI phone agent. To set up live call transfer, see Set up CAASI Preferences.
Click Save.
Tips for writing your Welcome and Goodbye messages
Since clients hear these messages read aloud, keep the following in mind:
Keep it short. Aim for one or two sentences. Callers can't skim spoken audio, so a long greeting delays the conversation and feels stilted.
Write for the ear, not the eye. Avoid abbreviations, symbols, or punctuation that doesn't translate to speech (e.g., "&", "24/7", "$99/mo"). Spell things out as they'd be said aloud, such as "twenty-four seven" or "ninety-nine dollars a month."
Avoid links, emojis, or formatting. These have no equivalent in a voice call and may be read aloud literally or cause pronunciation errors.
Type your business name in manually. These fields don't support variables, so write your business name and any other details directly into the message rather than expecting them to populate automatically.
State the business name early and clearly. Callers should immediately know they've reached the right business, especially if a generic phone line is shared across services.
Mention CAASI's capabilities briefly in the welcome message. This sets expectations upfront, rather than leaving the caller guessing. For example, "I can help you book a class or answer questions."
End goodbye messages on a clear, natural stopping point. Avoid trailing off with open-ended phrases like "let me know if..." right before the call ends, since there's no way for the caller to respond after the call closes.
Test the message by listening to it, not just reading it. Phrasing that looks fine on a screen can sound awkward, too fast, or ambiguous when spoken. Check pacing and pronunciation of business names, addresses, or uncommon words.
Example Welcome message:
"Thanks for calling [Business Name], this is CAASI. I can help you book a class, check your account, or connect you with our team. How can I help you today?"
Example Goodbye message:
"Thanks for calling [Business Name]. Have a great day!"
Tips for setting up your Pronunciation Dictionary
Use How to hear it to fix words CAASI consistently mishears. This is useful for uncommon business names, service names with unusual spelling, or staff names that get garbled. Add the word as clients would actually say it over the phone.
Use How to say it to fix words CAASI mispronounces when speaking. This is useful for business names that look one way on paper but sound different when read aloud. Enter the word exactly as it appears (entries are case-sensitive), then enter a phonetic spelling that matches how it should actually sound.
A few things to keep in mind:
Start with the words clients are most likely to say or hear. You don't need an exhaustive list, just the ones that matter most to the experience.
For How to say it, use simple phonetic spelling in the Pronunciation Hint field. Say the word out loud slowly, break it into syllables, and write what you hear. For example, if your business is "Serenity Yoga," try "seh-REN-ih-tee YO-gah." You can also paste the word into a free text-to-speech tool to hear how it sounds before adding it.
Entries in How to say it are case-sensitive. If you add CAASI and caasi as separate entries, CAASI treats them as two different words.
Test after adding entries. Make a test call to confirm CAASI hears and says things as expected, then adjust as needed.
Decide how calls should reach CAASI
There are two ways to make sure calls reach CAASI, depending on how involved you want your staff to be.
Option 1: All calls go to CAASI
Choose this if you want CAASI to answer every call.
Give clients your CAASI number directly. If you got a new number for CAASI under Phone Number, you can start sharing that number with clients right away: on your website, business listings, or voicemail greeting. No forwarding setup is needed, since calls already go straight to CAASI.
Forward all calls from your existing number. If you're keeping your current business number, set up unconditional call forwarding through your phone provider so every incoming call is automatically sent to your CAASI number. Clients keep dialing the number they already know, but the call reaches CAASI instead of ringing at your business.
Option 2: Staff answer first, CAASI picks up under certain conditions
Choose this if you want your team to keep answering calls as usual, with CAASI stepping in only in specific situations. This is called conditional forwarding.
With conditional forwarding, you set rules with your phone provider that decide when a call gets sent to CAASI instead of ringing at your business. Common conditions include:
No answer – The call is forwarded to CAASI if nobody picks up after a set number of rings.
Line busy – The call is forwarded to CAASI if your line is already in use.
After hours – The call is forwarded to CAASI outside your business hours, so clients still get help when staff aren't available.
You can set up one condition or combine several. For example, you could forward calls to CAASI only when the line is busy and it's after hours.
Set up conditional forwarding
To set up conditional forwarding:
Contact your phone provider, or check your provider's dashboard for call forwarding options.
Choose which condition(s) should trigger forwarding (no answer, busy, after hours).
Enter your CAASI phone number as the forwarding destination for each condition.
Save your settings with your provider.