Voice policy, greeting, and kill switch

Voice settings is per store: what Sofia says, who she offers, the number staff call, and a kill switch. Admins only.

If you have more than one location, pick it at the top. Missing fields merge to defaults. A kill switch set true fails closed — she will not act.

• Voice number (E.164) — the store line. If this store has a workforce agent, the number is read-only (bought with the agent, or a queued/boarding placeholder). Type it only when there is no agent yet. Staff caller ID is matched against employee phones, which must also be E.164. See People.
• Greeting — what she opens with. Keep it a store greeting, not a legal essay.

Ranking strategies (including seniority from hire date) run after eligibility. You cannot rank someone into a shift they are not qualified, rested, or under-hours for.

Offer windows and whether a late call vacates after a threshold are policy on this page. The three auto-executing intents are the same as the call page: late, cannot make it, named swap. Anything else logs.

Turns the line off without deleting the agent. Use it when the store is closed, when you are in an incident, or when the number is not yet meant for staff. The webhook will not keep offering people.

If the roster of record is Tanda, map this Sofia location to a Tanda location id here. Tokens never sit in the browser. See Connect Tanda.

Watch a call on Sofia. Confirm identify, confirm an in-policy late, confirm an escalation when you ask for something out of policy. Then put the number on the wall.