SECTION 01
Voice & conversation.
Choosing a voice
Front Desk and Front Office include a library of pre-built voices — masculine, feminine, accents, age ranges. Select from the dashboard, preview each one, change anytime. The change takes effect on the next call.
Custom voice cloning (Multi-Location & Custom)
The Multi-Location & Custom tier supports custom voice cloning. Upload a 60-second sample of yourself or a staff member, and the AI sounds specifically like that person. Reviewed for consent and quality before going live. Typically takes 24-48 hours from upload to active.
Conversation behavior
The AI defaults to natural turn-taking — sub-second response, listens for pauses, doesn't talk over the caller. You can tune the conversational pace from the dashboard (relaxed for healthcare, faster for high-volume), and the empathy tone (warmer for sensitive industries, more business-like for B2B).
Script configuration
Your script lives in the knowledge base. The AI doesn't read scripts verbatim — it uses them as context to handle any conversation that touches your business. Update the script, the next call uses it.
SECTION 02
Knowledge base.
Structure
Knowledge base entries are organized by topic — Services, Hours & Location, Pricing, Policies, Intake, Booking Rules, Edge Cases. Each topic can have multiple entries. The AI ranks relevance live during a call.
Quick start
Paste your website URL during onboarding and we read your public-facing copy automatically. Or write entries from scratch in the dashboard. You can edit anytime and the changes apply immediately.
Best practices
Plain language. Specific numbers. Short answers. Anything that's not in the knowledge base, the AI either falls back to graceful escalation or asks the caller a clarifying question. See the Knowledge Base guide for patterns that work.
Size limits
Front Desk: 6KB of knowledge base content. Front Office: 50KB. Multi-Location & Custom: unlimited. Most small businesses fit comfortably in Front Desk; growing teams hit Front Office around month three.
SECTION 03
Intake flows.
Per-service intake
Different services have different intake requirements. A Botox consultation needs different fields than a tax preparation appointment. Configure intake fields per service from the dashboard — and the AI applies them automatically based on what the caller's asking about.
Conditional questions
You can write conditional rules — "if the caller mentions accident, ask about insurance carrier and police report number." The AI follows them naturally in conversation, not as a robotic form.
Urgency triage
Urgency rules tell the AI what's an emergency for your business. For medical: "chest pain, severe bleeding, suicidal ideation → escalate live to triage nurse." For legal: "in custody, restraining-order violation → escalate to on-call partner." Industry-specific defaults ship with your account; tune from there.
Conflict checks (legal only)
Give Piquup a list of your existing matters and parties, and it cross-references every inbound caller against them before booking. Conflicts surface as red flags in the call summary and prevent the AI from offering a consultation.
SECTION 04
Calendars.
Connected calendars (live today)
Google Calendar — connect in two clicks from the dashboard. The AI sees availability live and only offers slots that are actually open.
Coming soon
More calendar options are on the way.
Booking rules
Buffer times between appointments, blocked-off prep time, lunch breaks, location-specific availability, multi-provider routing. Configure once, the AI applies it on every call.
Multi-location
Front Desk and Front Office run a single location. Multi-Location & Custom supports multiple locations and brands — each with its own hours, services, and provider routing rules.
SECTION 05
Integrations.
Live today
Google Calendar and Gmail, with Mindbody in beta. Connect from the dashboard via OAuth — the AI books appointments straight to your calendar, only offers slots that are actually open, and keeps records in sync with the tools you run.
Coming soon
monday.com, CompanyCam, Roofr, and DocuSign are in development — not live yet. See the full integrations list for what's connected today and what's next.
API + webhooks (Multi-Location & Custom)
The Multi-Location & Custom tier includes API access and webhook subscriptions. Wire Piquup into anything — including in-house tools. Most custom integrations take 2-3 days from kickoff.
SECTION 06
Owner alerts.
Channels
Front Desk: email-only alerts. Front Office and Multi-Location & Custom: SMS + email. Alerts go to a single owner phone number by default; Multi-Location & Custom supports team-wide distribution lists.
Configuring rules
Set rules from the dashboard: "alert me on hot leads," "alert me on bookings over $X," "alert me on urgent escalations." Each rule is configurable to fire SMS, email, both, or none.
Email scanning (Front Office + Multi-Location & Custom)
Connect your business email and Piquup will scan inbound messages, identify urgent or high-value ones, and text you. Routine email stays in your inbox. Drafts replies for one-tap send.
Quiet hours
Block alerts during specified hours (e.g., 10pm-7am). Urgent escalations still fire; everything else queues for the next morning.