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MaidSense Settings

Settings > MaidSense is where you configure how your AI receptionist sounds, what it knows about your business, how it watches your schedule, and who gets notified when it needs a person. This article covers the settings tabs not already documented elsewhere: Brand Voice, the Knowledge Base, Schedule Monitor, and MaidSense Alerts.

note

For the Receptionist + Widget tab's channel configuration (collapsed teaser, auto-open greeting, idle reminder, card-on-file booking), see Website Widget Settings.

Who Can Access This​

RoleAccess
AdministratorFull access to MaidSense settings
Office ManagerView only
All othersNo access

Opening MaidSense Settings​

  1. Go to Settings > MaidSense.
  2. Choose a tab across the top: Receptionist + Widget, Knowledge Base (only shown if enabled for your company), Schedule Monitor, or MaidSense Alerts.

Brand Voice​

Brand Voice, found on the Receptionist + Widget tab, lets you shape the words MaidSense uses — without touching what it's allowed to do. It applies to the SMS Receptionist, the Website Widget, Customer Portal Chat, and AI-drafted staff replies. It never changes prices, availability, or bookings.

The Brand Voice card has four parts:

  • Phrases to avoid — list words or phrases MaidSense should never use, each with an optional "say instead" replacement.
  • Preferred vocabulary — pair your preferred term with the term it should replace (for example, always say "cleaning visit" instead of "job").
  • Tone notes and Mission & values — free-text boxes describing how your company wants to sound and what it stands for.
  • Answer guidelines — trigger-and-response pairs that tell MaidSense how to handle specific situations in your own words.

To update Brand Voice:

  1. Go to Settings > MaidSense > Receptionist + Widget.
  2. Scroll to the Brand Voice card.
  3. Click Add phrase, Add term, or Add guideline to add entries, or edit the Tone notes and Mission & values text boxes directly.
  4. Click Save.
note

Brand Voice may need to be enabled for your company. If you don't see this card, contact your administrator to check your feature settings.

Knowledge Base​

The Knowledge Base tab (shown only when the business-knowledge-base add-on is enabled) is where you give MaidSense your own facts — FAQs, policies, service details, hours, pricing, and service areas — so it answers with your specifics instead of a generic guess. This is separate from the general help-center knowledge base staff browse elsewhere in Pulse.

Articles are organized by area. To add content:

  1. Go to Settings > MaidSense > Knowledge Base.
  2. Choose the area from Add to area.
  3. Add content one of three ways:
    • Write — opens an editor to type an article directly. Free-typed articles go live immediately.
    • Import link — paste a URL and click Import to pull in a webpage.
    • Upload file — upload a PDF or Word (.docx) document.

Imported and uploaded content lands in Drafts to review first — click Approve on a row to publish it. The Published knowledge table lists everything MaidSense is currently using, with a Live badge and an Expires column so you know when older content needs a refresh.

If an import fails, an alert reading Import didn't work appears so you can try again or use Write instead.

Schedule Monitor​

The Schedule Monitor tab controls the AI monitoring that watches your upcoming schedule for gaps and cascading changes, and the recommendations it surfaces to your team. If Schedule Monitor is off for your company, this tab shows a Schedule Monitor is off message instead of the settings.

note

Schedule Monitor configuration is intended for administrators who understand its impact on scheduling recommendations. Contact your administrator if you'd like changes made here.

MaidSense Alerts​

The MaidSense Alerts tab is where you manage who gets notified about receptionist escalations and Schedule Monitor alerts, and through which channels.

MaidSense Alert Recipients​

The MaidSense Alert Recipients roster lists everyone who can receive alerts. Use Expand all / Collapse all to open or close every row at once.

Adding a recipient:

  1. Go to Settings > MaidSense > MaidSense Alerts.
  2. In MaidSense Alert Recipients, click Add (or the equivalent add control).
  3. Choose Pulse User (pick from a dropdown of your team) or External Contact (enter a Name, Email, and Phone for someone without a Pulse login).
  4. Save.

Each recipient row shows their name, a Pulse user or External badge, and their contact info. Expand a row to see two subscription blocks:

  • Receptionist Alerts — notified about escalations. Includes a channel grid (In-App, SMS, Email, Slack) plus a When setting: Anytime, Business hours, or After hours.
  • Schedule Alerts — notified about Schedule Monitor alerts. Same channel grid, without the When setting.

Turn any channel switch on or off per recipient, per alert type. A recipient can be subscribed to both Receptionist and Schedule alerts, either one, or neither.

In-App Alert Visibility​

In-App is on by default for every recipient. It controls whether alerts show up inside Pulse itself — a badge on the notification bell for Receptionist Alerts, and the schedule sidebar / Analyze view for Schedule Alerts — separate from whether SMS, Email, or Slack messages go out. Turning In-App off for yourself hides those in-app indicators without affecting the other channels.

tip

If a teammate says they're missing alerts, check their row on this roster first — they may not be on the list, or one of their channels may be switched off.

Troubleshooting​

What you seeSolution
I don't see Settings > MaidSense at allMaidSense may not be enabled for your company, or your role doesn't have settings access. Contact your administrator.
The Knowledge Base tab is missingThe business-knowledge-base add-on isn't enabled for your company. Contact your administrator.
The Brand Voice card is missingBrand Voice may not be enabled for your company. Contact your administrator.
An imported Knowledge Base link or file shows "Import didn't work"Try the import again, or use Write to add the content directly.
A teammate isn't getting escalation or Schedule Monitor alertsCheck their row in MaidSense Alert Recipients — confirm they're on the roster and the right channels are switched on.
The Schedule Monitor tab shows "Schedule Monitor is off"Schedule Monitor isn't enabled for your company. Contact your administrator.