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Customize how your Maple AI sounds and interacts with customers to match your brand personality.

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Voice Selection

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Available Voices

  • Male and female options
  • Different accents (US, UK, Australian)
  • Age variations (younger, mature)
  • Energy levels (calm, energetic)

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Choosing Your Voice

Consider:
  • Brand personality
  • Customer demographics
  • Regional preferences
  • Type of restaurant

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Personality Settings

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Tone Options

  • Professional: Formal, polished
  • Friendly: Warm, conversational
  • Casual: Relaxed, approachable
  • Enthusiastic: Upbeat, energetic

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Speaking Style

  • Pace (slow, normal, fast)
  • Pitch variation
  • Emphasis patterns
  • Pause timing

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Conversation Settings

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Greeting Customization

  • Standard greeting
  • Time-based greetings
  • Special occasion greetings
  • Return customer recognition

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Response Patterns

  • Acknowledgment phrases
  • Transition words
  • Closing statements
  • Hold messages
Test different settings with your team before going live.

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Advanced Configuration

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Language settings

Configure which languages your Maple AI supports. English is always enabled. You can add additional languages from the agent settings in your dashboard under Message → Advanced → Languages.
LanguageStatus
EnglishAlways on
SpanishAvailable
Mandarin ChineseAvailable
FrenchBeta (by request)
When any non-English language is enabled, Maple switches to multilingual mode. In this mode, voice options are limited to Female Voice and Male Voice to ensure consistent quality across languages. If you previously selected a different voice, it is automatically adjusted.
Multilingual support is in beta. Contact Maple support to enable French for your location or to request other languages.

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Conversation Flow

  • Interruption handling
  • Clarification requests
  • Error recovery
  • Escalation triggers

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Difficult Words (Word Boosters)

Every restaurant has unique vocabulary — menu items, brand names, cuisine-specific terms — that can be tricky for the speech-to-text engine to transcribe correctly. The Difficult Words feature lets you build a per-store word bank of these terms so the AI recognizes them more accurately during calls. Where to find it:
  • QA Dashboard — scroll to the “Difficult Words” card at the bottom of the page (a store must be selected in the navbar)
  • QA Calls sidebar — open any call, then click the Words tab in the right-hand panel
How to use it:
  1. Click + Add Word and type the word or phrase (e.g., “focaccia”, “pho”, “açaí bowl”)
  2. Press Enter or click the add button to save it
  3. The word immediately appears in the table and is linked to the selected store
  4. To remove a word, click the trash icon next to it
Review call transcripts regularly. When you spot a word the AI consistently gets wrong, add it to the Difficult Words list. The fix takes effect on the next call — no restart needed.
Words are unique per store, so each location can have its own tailored list. Once added, they are automatically sent to the speech engine whenever a new call comes in for that store.

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Testing Your Voice

  1. Use preview mode
  2. Make test calls
  3. Gather team feedback
  4. Adjust settings
  5. Test again

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Call Transfer Settings

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Transfer Timeout

When transferring calls to staff, Maple uses a 25-second timeout to determine if the transfer was successful. If the call isn’t answered within this timeframe, it routes back to the AI.
The 25-second timeout is optimized to prevent carrier auto-responses and voicemail systems from marking the call as complete, which would prevent it from routing back to the AI.

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SMS Notifications for Missed Transfers

When a transferred call isn’t answered, Maple automatically sends an SMS notification to alert staff about the missed call. Number Priority:
  1. SMS number (if configured in dashboard)
  2. Handoff number (fallback if no SMS number provided)
Automatic Validation:
  • Maple checks the line type before sending SMS
  • Text messages are not sent to landlines
  • Only valid mobile numbers receive notifications
Configure your SMS number in the dashboard to ensure staff receive missed call notifications. If no SMS number is provided, the system will use your handoff number as a fallback.

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Next Steps