Aria is your store's AI-powered phone receptionist. Once set up, it handles incoming calls on your behalf , answering questions, providing repair quotes, checking ticket status, and booking appointments — 24/7, without any manual effort on your end.

This article explains what Aria can do, how to set it up & configure it for your store, and important rules to follow so it works correctly.

What Aria Can Do

• Answer common questions about your store — address, hours, services, and repair policies
• Provide repair price quotes, either pulled live from RepairDesk, your inventory module, or an uploaded price list
• Check whether a required part is in stock (when prices are fetched from RepairDesk)
• Look up repair ticket status, including device details, diagnostic notes, amount due, and any discounts applied
• Provide quotes for pre-owned devices using your RepairDesk inventory
• Transfer calls to a human agent when needed — for example, when a customer is frustrated or requests to speak to someone directly
• Direct callers to book an appointment or simply walk in, depending on your preference
• Automatically create a new customer profile and lead in RepairDesk when someone books an appointment or requests a quote through Aria

How to Access Aria Settings

Go to Store Settings > Communication > Aria - AI Receptionist. This is where you configure everything, your store information, services, pricing, policies, and call handling rules.

Store Information

This section tells Aria the basics about your store so it can answer caller questions accurately.

Store Name
Your store's display name, exactly as you want Aria to say it on calls.

Store Address
Your full physical address. Do not include your zip code or country — Aria reads numbers digit by digit, which sounds unnatural for those fields.

Nearest Landmark
Optional. A nearby reference point to help callers find you — for example, "across from the main post office."

Store Timezone
Select your timezone from the dropdown. This affects how Aria interprets your opening hours.

Supported Languages
Choose English only, or English + Spanish.

Website Link
Optional. Aria will only share this if a caller specifically asks for it.

Operational Hours
Set your hours for each day of the week. Mark any closed days as "Closed."

Holiday Management
Add dates when your store will be closed for holidays. You can include an optional note for each date.

Service Information

This is the most important section. It tells Aria which services your store offers and how to handle conversations about each one.

Each service has an on/off toggle. If a service is toggled off, its instructions field is disabled. Only enable services your store actually offers — and only fill in instructions for services that are turned on.

Device Repairs
Enable this if your store offers repair services. In the instructions field, add any specifics Aria should know — for example, which device brands or models you specialize in.

Accessories Sales
Enable this if you sell phone accessories. In the instructions field, describe what types of accessories you carry and any relevant pricing notes.

Device Sales
Enable this if you sell pre-owned or new devices. In the instructions field, describe how sales work at your store and what kinds of devices are typically available.

Device Buybacks / Trade-ins
Enable this if you buy or accept devices for trade-in. In the instructions field, describe your trade-in policy, which devices you accept, and how you pay out.

Bill Payments & Top-ups
Enable this if you process bill payments or mobile top-ups. In the instructions field, list which providers you support and any applicable fees.

General Instructions
Use this field for store-wide notes that don't belong to a specific service — for example, a general store policy or something unique about how your shop operates. Do not use it for store hours, pricing, call transfer rules, or appointment logic. Each of those has its own dedicated field, and putting them here creates duplicates that confuse Aria.

Pricing — Manual or Automatic

For Device Repairs and Device Sales, you have two options for how Aria retrieves prices.

Automatic from RepairDesk
Aria pulls live prices directly from your RepairDesk account. It can also check whether the required part is in stock.

Manually Pasting it 
You have the option to setup the manual prices for Repair Services & Device Sales. Simply Select, "Manual Pricing" and copy a table from the Excel/Google Sheet file with your prices and paste it directly, and Aria reads the pricing from that. 

Contact the support team if you need help setting up either option.

Special Instructions While Providing Quotes

This field lets you add specific behavior for how Aria handles pricing conversations. Use it for add-on instructions only.

Use this for:

• Whether to quote only the cheapest option or all available options
• Whether to mention a price match policy
• Any disclaimers to add after sharing a price — for example, "This is an estimate and final pricing may vary after inspection"
• Services you do not quote over the phone, such as water damage repairs
• Any upsell prompts — for example, offering a screen protector after a screen repair quote

Do not use this for: store hours, customer name collection, call transfer rules, or tax language. Each of those is controlled by a dedicated field or toggle elsewhere in the settings.

Special Instructions While Scheduling Appointments

This field lets you add specific behavior for how Aria handles booking conversations. Use it for add-on instructions only.

Use this for:

• Whether to share a booking link with the caller
• Whether a deposit is required to hold an appointment slot
• Reminders to give callers — for example, "Please bring your device and charger"
• Technician availability restrictions — for example, if certain repairs are only done on specific days
• Data backup reminders before repairs that involve device storage

Do not use this for: walk-in vs. appointment preference (use the Visit Request Type setting instead), appointment slot timing (handled automatically from your operational hours), or call transfer rules.

Device Details

What We Don't Repair
List any device types or brands your store does not service. When a caller asks about one of these, Aria will let them know instead of attempting to provide a quote.

If Part Is Not Available
Tell Aria what to do when a required part can't be found. For example, you can instruct it to transfer the call, offer a callback, or politely inform the caller and end the call.

Repair Policies

Warranty Details
Your standard repair warranty — for example, "90-day warranty on parts and labor."

Diagnostic Fees
The fee charged per repair category. Set this to $0 if you don't charge a diagnostic fee.

Waive Diagnostic Fee
Toggle this on if the diagnostic fee is waived when the customer proceeds with the repair.

Average Turnaround Time
Typical repair duration — for example, "Same day for most screen repairs."

Refunds & Return Policy
Your policy on refunds or returns after a repair is completed.

Mail-in Repairs
Optional. Enable this and describe your mail-in process if you accept devices by mail.

Appointments & Call Transfers

Visit Request Type
Choose one: Appointments Only, Walk-ins Only, or Appointments Preferred (recommended). This setting controls whether Aria offers to book a slot or simply directs the caller to come in.

Padding Time
A buffer in minutes before your store opens and before it closes. For example, if your store opens at 10 AM and padding is set to 30 minutes, the earliest appointment Aria will offer is 10:30 AM.

Call Transfer Rules
Describe in plain language when Aria should transfer the call or offer a callback — for example, "Transfer if the caller wants to speak to a technician" or "Offer a callback if the caller disputes a repair charge."

Important Rules — Avoid Conflicting Instructions

Aria builds its responses from the fields you fill in. If you enter the same type of information in two different places, Aria receives conflicting instructions and may behave unpredictably. Follow these rules carefully.

• Store hours — only in Operational Hours. Not in General Instructions or Special Instructions.
• Holiday closures — only in Holiday Management. Not in General Instructions.
• Call transfer rules — only in Call Transfer Rules. Adding them anywhere else causes Aria to over-transfer calls.
• Walk-in vs. appointment preference — only via the Visit Request Type dropdown. Do not set this inside Special Instructions While Scheduling Appointments.
• Tax language — controlled by the Tax Inclusive toggle. Do not write tax language manually inside Special Instructions While Providing Quotes.
• Disabled services — if a service is toggled off, do not write instructions for it inside General Instructions. It will conflict with how the system processes the disabled state.

The golden rule: if the behavior you want is already controlled by a toggle or dropdown, use that setting. Only write free-text instructions for behavior that has no dedicated field.

Need Help?

If you have any questions about configuring Aria or run into something unexpected, reach out to the RepairDesk support team and we'll get you sorted.