In Contact Center → Assist Settings → Configuration, you’ll set how your AI phone agent greets customers, what voice it uses, and how it escalates calls (including optional routing rules).
Where to find it
Open the Business Manager
Go to Contact Center
Select Assist Settings
Choose Configuration
You can set configurations:
Globally (recommended first) using the Configuration/ FAQ button: Covers settings that apply to all of your locations
Per location by clicking a specific store in the left-hand Locations list: Covers per location information and settings that override Global configurations and FAQ
Step 1) Set your Global Welcome Message
In Configuration, find Welcome Message
Click Edit
Enter the greeting your customers will hear first
Save
Tip: Keep it short and specific (business name + how to help).
Example: “Thanks for calling [Business Name]! How can I help you today?” Note that you only have one welcome message for your business.
Step 2) Choose your Phone Agent Voice
In Phone Agent Voice, click Edit
Filter by Region, Personality, and/or Gender
Use the play button to preview voices
Select the one you want, then Save
Tip: Pick a voice that matches your brand tone (friendly/calm is usually best for customer support).
Step 3) Review Escalation Settings (core behaviors)
In Escalation Settings, you’ll see (and control) how Assist handles common escalation scenarios for your entire business. These only exist on the business level, not the store level.
A) Cents-issued number (for testing)
This section shows your assigned Assist phone number. Call it any time to test your setup end-to-end.
B) “My business offers Pickup & Delivery” (toggle)
Turn this on if you offer pickup & delivery so Assist can support those requests.
If enabled: you can optionally turn on sending SMS and Website links when customers request pickup and delivery. This is a sample message that is sent out:
"Thanks for calling Sivan's Laundromat!
You can place a pickup or delivery order online at
Website Link: https://www.trycents.com/"
Step 4) Configure “Send links via SMS” (Pickup & Delivery customers)
Find Send links via SMS and click Edit
Choose what Assist should text:
Send order link (direct link to place an order)
Send website link (link to your website)
If using website link, confirm your Website URL
Save
This is a sample message that is sent out depending on what you enable:
"Thanks for calling Sivan's Laundromat!You can place a pickup or delivery order online at
Website Link: https://www.trycents.com/"
Tip: Most businesses enable both so customers can either order immediately or browse first.
Step 5) Enable/disable Cents Support escalations
Enable Cents Support (toggle)
When enabled, Assist can forward certain order/support escalations to the Cents Support team Tuesday - Saturday 3PM-12AM (EST). Hours subject to change.
Turn this on if you want backup coverage for online ordering questions and related support needs in the highest volume order areas.
Step 6) Choose whether to transfer calls or just notify staff
Bypass call transfer (toggle)
When enabled, Assist won’t transfer the call—instead it will send an email + SMS to the contact listed in Notifications. Note that this setting is EITHER OR. You will not receive an email + SMS notification for escalations if this setting is OFF. Similarly, if this setting is ON it will never transfer the call to the phone listed under escalation number.
Important: Make sure your Notifications contact info is correct (so the right person gets the texts/emails).
Step 7) Optional: Share Laundry Card balances
Share Laundry Card Balance (toggle)
Enable this if you want Assist to provide card balance info (e.g., Laundroworks cards) when customers ask. Ensure you have Laundroworks enabled as a payment option in location settings.
Step 8) Set your Default Escalation Number
This is the “catch-all” number Assist will use when it needs to escalate and no special rule applies.
Go to Default Escalation number
Click Edit
Enter the phone number (use standard international format when possible)
Save
Tip: Use a staffed line (manager on duty, main store phone, or call center) that your employees or yourself have easy access to.
Step 9) Set the Displayed Caller ID
This controls what appears on your phone when an escalation is sent.
Find Displayed Caller ID
Click Edit
Choose the caller ID option you prefer
Caller’s number Display the caller’s phone number when Assist escalates a call.
Cents-issued number Display the Cents-issued phone number when Assist escalates a call. Tip: save the Cents-issued number as “Cents Assist” in your Contacts.
Save
Step 10) Add Escalation Rules (route specific requests to specific numbers)
Use rules to route certain caller intents (like “manager” or “commercial accounts”) to the right person.
In Escalation Rules, click Edit
Add a Rule (example: “If someone is calling for the manager”)
Set Transfer to phone number (the UI expects a full phone format, e.g. +1XXXXXXXXXX)
Click Add rule to create more rules (optional)
Save
Best practices
Keep rule phrasing simple and specific (“calling for the manager”, “commercial service”, “billing question”)
Don’t overdo it—start with 2–5 high-value rules and expand over time
Final step: Test your setup
Call your Cents-issued number
Confirm:
Welcome message is correct
Voice sounds right
Escalations route properly
SMS links send (if enabled)
Adjust as needed
BEST PRACTICE TIPS
If you would like to keep your current customer facing phone number and use the Cents-issued phone number as just the forwarding line, here are some steps you can take before reaching out to support:
Call your phone provider (aka T-mobile, Verizon etc) and ask to forward calls from that number to the Cents issued number. If a pin number is needed, the message will be sent to Contact Center.
Make sure that none of the escalation numbers match your customer facing phone number. That will cause the calls to loop and your Cents Assist configuration will not work.
We recommend that you use the Cents-issued number as the phone your customers call into.
If you encounter any issues, please contact the Cents Support Team.