Skip to content
Maple

    Maple Voice Core

    Maple Voice Core Overview

    Understand the foundation of your Maple voice AI system

    Maple Voice Core is the foundation of Maple—included with every account. It’s a 24/7 AI phone answering system that handles incoming calls, answers customer questions using your custom knowledge base, and provides essential information about your business.

    Think of it as training a knowledgeable employee who never takes a break. Your AI uses the knowledge base entries you provide to answer questions naturally, handle information requests, and route calls to staff when needed.

    How it works

    Your agent has its own Maple phone number. Customers either call that number directly, or keep calling your existing business number, which forwards to it. The agent greets callers with your welcome message and handles the call from there.

    You also set a handoff number: a second line at your restaurant, such as a direct line, a cell phone, or a Google Voice number. The agent transfers callers there when they ask for a person. See call handoff and transfers.

    Want staff to pick up first? Turn on Ring Staff First under Call Handling in your agent’s settings. Calls ring your staff, and the AI takes over if nobody answers.

    What you can do with Voice Core

    • Answer common questions about hours, location, menu, and services
    • Handle calls 24/7, including after-hours inquiries, with many calls at once and no busy signal
    • Customize the AI’s voice and personality to match your brand
    • Transfer calls to staff when needed, and route topics such as catering or large parties to their own numbers
    • Support multiple languages automatically
    • Record and transcribe every call. Review them on the Phone Calls page
    • Track call analytics to understand customer needs

    Where to configure it

    Click AI Agents in the sidebar, then open your agent. Its settings are split into tabs:

    Tab What you set there
    Message Welcome message and languages
    Audio & Voice The agent’s voice
    Call Handling Ring Staff First
    Actions Transfer to Staff (handoff and missed-call notification numbers), Transfer Call, and the SMS actions Send Order Link, Send Booking Link, and Custom SMS
    Orders Pay by Link or Pay in Store, scheduled orders, pickup notes. Turn off Pickup Orders (and Delivery Orders) to stop phone orders while the agent keeps answering calls
    Bookings Phone reservations, if your plan includes them

    Outside the agent’s settings, the agent also uses your knowledge base (Knowledge), your store hours (My Location), and your menu hours (Menus). The agent answers calls 24/7, but it takes orders only during menu hours.

    Before you launch, call your agent number and place test orders. Most merchants go through one or two rounds of adjustments before going live. See Going live.

    Foundation for other modules

    Maple Voice Core serves as the base for additional capabilities:

    Orders Module

    Add order-taking capabilities with POS integration, payment processing, and delivery.

    Bookings Module

    Handle table reservations through natural conversation via OpenTable.

    Need help?