Frequently Asked Questions
Everything you need to know about setting up your AI lead assistant.
📞 Phone Numbers & Connectivity
Can I use my own business phone number?
Yes! The best way to do this is via Call Forwarding.
1. Create an agent in VoxAIAgent.com to get your unique AI Phone Number.
2. Contact your current carrier (Verizon, AT&T, Comcast, etc.) or go to your phone settings.
3. Set up "Busy/No Answer Call Forwarding" to your new AI Number.
Now, when you can't pick up the phone, your AI agent will answer instantly!
Can I request a specific area code?
Yes. When you provision your AI number, you can request a specific local area code to match your business region. This helps maintain a local presence and increases trust with your callers.
Do I need my own telephony account?
No. We handle all the technical telephony infrastructure for you. Your subscription covers the cost of the phone number and your monthly usage credits.
🚨 Emergency & After-Hours Calls
Can the AI forward emergency calls to a real person?
Yes. You can set an Emergency Forwarding Number on any agent (found in Agent Settings). When the AI detects an emergency — a burst pipe, a "no-cool" call at 2 AM, a dental emergency — it immediately bridges the live call to your on-call number. No voicemail, no delay.
The forwarding uses a direct call bridge, so the caller stays on the line and is seamlessly transferred to you or your on-call tech.
How does the AI know something is an emergency?
The system scans every call transcript for emergency keywords before AI analysis even begins. Examples by industry:
HVAC / Plumbing: "no heat," "burst pipe," "flooding," "no AC" in extreme heat
Dental: "severe pain," "swollen face," "broken tooth," "abscess"
General: "emergency," "urgent," "right now," "can't wait"
Emergency calls are automatically flagged with a red EMERGENCY badge in your Call Logs and the lead score is raised to 90+ with HIGH urgency regardless of other factors.
What is the "Safety Net Transfer"?
In addition to keyword-based emergency detection, the AI monitors every call for situations where a human is needed immediately:
• Caller sounds distressed (crying, panicking)
• Caller directly asks to speak to a person
• 3 or more misunderstanding loops in a row
• Complex billing or legal issue raised
In any of these cases, the AI announces a transfer and bridges the call to your forwarding number. If no forwarding number is set, the AI explains how to reach you and ends the call gracefully.
Does the AI disclose after-hours emergency fees?
Yes, if you add your after-hours fee to the agent's Knowledge Base (e.g., "After-hours emergency calls: $150 dispatch fee"). The AI will quote this fee before dispatching so callers are informed upfront — reducing disputes and protecting your techs from surprise objections on-site.
🤖 AI Customization & Intelligence
How do I teach the AI about my business?
We have a Website Reader feature. Simply input your business website URL, and our system will scan your services, FAQs, and business details to train your agent automatically. You can also manually provide a "Knowledge Base" for deeper context.
Can I change how the voice sounds?
Yes. You can choose from multiple premium, human-like voices and select different personality tones (Friendly, Professional, High-Energy, etc.) to match your brand voice.
Are there ready-made templates for my industry?
Yes. When you go to Agents → New Agent, you'll see a full template library organized by industry. Templates are pre-configured with the right greeting, tone, fields to collect, and knowledge base for your business type. Available categories include:
Home Services: HVAC / Home Services, Plumbing Company, Landscaper / General Contractor
Healthcare: Dental Practice, Medical Office
Real Estate: 24/7 Lead Scrubbing, Showing Scheduler, Buyer/Commercial Inquiry, Tenant Screening, Full Real Estate Agent, Property Manager
And more: Law Firm, Salon, Automotive, Restaurant, Event Venue, DJ/Entertainment
📈 Lead Management & CRM
How does the AI manage my leads?
Every call is automatically transcribed and analyzed. The AI extracts contact details, identifies the caller's intent, and assigns a Lead Quality Score (0-100). All leads appear instantly in your Kanban CRM dashboard.
What pipeline stages are available in the CRM?
The CRM Kanban board tracks leads across 11 stages built for service businesses:
NEW → CONTACTED → QUALIFIED → QUOTE SENT → BOOKED → DISPATCHED → IN SERVICE → COMPLETED → FOLLOW-UP → CONVERTED → LOST
You can drag and drop leads between columns or update the stage from inside the lead detail panel. Each column shows the total project value of all leads in that stage.
Can I track the dollar value of a job or project?
Yes. Each lead has a Project Value field you can fill in from the lead detail panel (open any lead card and look for the Project Value field). The Kanban board automatically totals the value across all leads in each column — giving you a live revenue pipeline view.
I run multiple locations. Can I filter leads by location?
Yes. If you have two or more agents set up (one per location), a location/agent filter dropdown appears automatically in the CRM. Select an agent to see only the leads from that location's phone line.
Can the AI find leads for me?
Yes. Our Lead Finder tool allows you to search for businesses in specific regions and industries. You can then import these prospects directly into automated outbound follow-up campaigns.
Does it have a calendar for appointments?
Yes. VoxAIAgent.com includes a Built-in Appointment Calendar. Your AI agent can check your availability and schedule appointments directly into your dashboard, where you can manage your daily and weekly schedule.
🔧 Service Industry Features
Does the AI handle HVAC and plumbing calls differently?
Yes. When you use an HVAC or Plumbing template, the AI applies a full triage protocol on every call:
• Distinguishes emergency calls ("no heat," "burst pipe") from routine maintenance requests
• Asks diagnostic questions to classify severity before collecting contact info
• Quotes after-hours dispatch fees upfront if applicable
• Verifies the caller is within your service area before scheduling
• Immediately bridges live emergencies to your on-call number
What about dental offices?
The Dental Practice template adds a pain-severity triage step. The AI asks the caller to rate their pain (1–10) and checks for signs of a dental emergency (swelling, fever, trauma). Severe cases are flagged as emergencies and can be forwarded to the after-hours emergency line. Routine appointment requests are handled and scheduled normally.
How does the contractor template filter out bad leads?
The Landscaper / General Contractor template collects the caller's ZIP code and project type before anything else. If the project is outside your service area or below your minimum scope, the AI politely declines and ends the call — so you only spend time on jobs worth taking.
Still have questions?
Can't find the answer you're looking for? Reach out to our team and we'll get back to you as soon as possible.
Email Support: hello@voxaiagent.com