FAQ

Getting started

Do I need any technical knowledge?

No. If you can describe your business in a few sentences, you can build an agent. The one genuinely technical corner is Actions, which is optional, and connecting a bring-your-own number, where your phone provider does most of the work.

How long until it's answering calls?

Ten to fifteen minutes if you have your prices and hours to hand. See the Quickstart.

Can I try it before paying?

Yes. The Trial gives you a real agent you can talk to in your browser or by phone, with no card. It doesn't include a phone number of your own — see Plans & limits.

Will I have to rebuild things when I upgrade?

No. The agent, knowledge base and settings all carry over.

The agent

Will it sound like a robot?

No. It uses natural voices, responds in well under a second, and can be interrupted mid-sentence. Try the browser test and judge for yourself.

How does it know about my business?

From your knowledge base — text you add, a spreadsheet you upload, or an import from your website. It answers from that and doesn't go beyond it.

What if it can't answer something?

It says so and follows whatever rule you set: transfer to a person, take a message, or book a callback. Configure this in Call control.

Can I have different agents for different things?

Yes, subject to your plan's limit. One for sales, one for support, one per location. See Agents and Smart routing.

Does it speak other languages?

The underlying model is multilingual. Write your instructions and knowledge in the language you want it to speak, and test it thoroughly before going live.

Does it remember previous calls?

Yes, on plans with AI analysis. See Call memory.

Phones and calls

Can I keep my existing number?

Yes — connect it via SIP. No monthly rent from us, and you keep your carrier. See Phone numbers.

How many calls can it handle at once?

A plan limit. One on Trial, five on Starter, twenty on Professional, and more available as an add-on. This is the setting that decides whether callers get through at your busiest moment.

What happens if everyone rings at once?

Callers beyond your limit are captured and rung back automatically, if auto-callback is on. Without it they can't be answered.

Can it transfer to a real person?

Yes — a list of numbers tried in order, triggered by a condition you write in plain language.

Are calls recorded?

Only if you turn it on, and only on Starter and above. See Recordings — and the consent obligations that come with it.

Money

How does billing work?

A monthly plan with included minutes, plus a prepaid wallet for anything beyond it. See Billing.

What counts as a minute?

Connected talk time only, rounded up, minimum one minute per call. Ringing and failed connections aren't charged.

What happens if my balance runs out?

Calls stop. The system fails safe rather than running up a bill — so keep a buffer, especially if a number's rent is due.

Do unused minutes roll over?

No. They reset each calendar month.

Can I cancel anytime?

Yes. Downgrading to Trial is immediate.

Data and privacy

Who can see my data?

Only your workspace. Every record is scoped to it, and within your workspace you control what each teammate sees via Team & roles.

Can I export my data?

Contacts and calls are available through the API. There's no one-click export button in the panel yet.

Where are recordings stored?

In private storage. They're not accessible by URL — the panel mints a short-lived link when you press play.

Is call memory a privacy risk?

It's matched by caller ID, which isn't proof of identity, and it's only used when exactly one contact owns that number. The agent is instructed never to volunteer sensitive details from it. If your calls involve confidential information, build identity verification into your instructions. See Call memory.

Legal

Do I have to tell callers it's an AI?

Depends where you and your caller are, and it's your responsibility. Keep AI disclosure on — it costs nothing and it's the safer position.

Can I use it for cold calling?

Technically it will place the calls. Whether you may depends on your jurisdiction and your relationship with the people you're calling. Vocallie is built for calling people who expect to hear from you, and the do-not-call list is enforced on every dial.

Do you check national do-not-call registries?

No. Your own DNC list is enforced on every call, but checking national registries is on you.

Integrations

Does it connect to my CRM?

Via webhooks (push events out) and the API (read and write), which is enough to connect to essentially anything, including Zapier and Make.

Can it look things up in my systems during a call?

Yes — Actions.

Can I put it on my website?

Yes — the website widget gives visitors a voice or chat conversation with the same agent.

Still not answered?

Try the search (press ⌘K), the troubleshooting guide, or get in touch at hello@vocallie.com.