> ## Documentation Index
> Fetch the complete documentation index at: https://docs.closethecall.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently Asked Questions

> Answers to the 20+ most common questions about CloseTheCall

## About the AI

<AccordionGroup>
  <Accordion title="Does the AI sound like a robot?">
    No. CloseTheCall uses ElevenLabs natural voice technology — the same tech behind professional audiobooks and podcasts. Callers regularly think they're speaking to a real person. You can choose from 4 different voices (Sarah, Alice, Eric, Daniel), each with a natural conversational tone.
  </Accordion>

  <Accordion title="Can I change the AI voice?">
    Yes. Go to **Receptionist Settings** → **Voice** section. You can choose from 4 voices: Sarah (warm, professional female), Alice (friendly female), Eric (calm male), and Daniel (authoritative male). Changes take effect on the next call.
  </Accordion>

  <Accordion title="Does the AI work 24/7?">
    Yes. Your AI receptionist never sleeps, never takes breaks, and never calls in sick. It answers calls at 3am on Christmas Day just as professionally as 10am on a Monday. You can optionally set After Hours mode to play a different message outside business hours.
  </Accordion>

  <Accordion title="What languages does it support?">
    English is the primary language. You can also enable a secondary language for bilingual support: **Spanish, French, Hindi, or Portuguese**. The AI detects which language the caller is speaking and switches automatically. Enable this in **Receptionist Settings** → **Bilingual Mode**.
  </Accordion>

  <Accordion title="How does the AI learn about my business?">
    Three ways:

    1. **Website scraping** — if you entered a website URL during signup, the AI automatically reads your site and learns your services, pricing, and hours
    2. **Knowledge Base** — you can manually add, edit, and organise articles in the Knowledge Base page
    3. **Call learning** — after each call, the AI analyses the transcript and suggests new knowledge articles if it spots gaps
  </Accordion>

  <Accordion title="Does it handle emergencies?">
    The AI can detect urgency in a caller's language (words like "emergency", "flooding", "broken down") and will prioritise capturing their details quickly. However, the AI is not a replacement for emergency services. For trades like plumbing or electrical, the AI captures the urgent lead so you can call back immediately.
  </Accordion>
</AccordionGroup>

## Calls & Minutes

<AccordionGroup>
  <Accordion title="Do test calls count toward my minutes?">
    Yes. Every call — including test calls — uses real minutes. A typical test call takes 1-2 minutes. Budget around 5-10 test calls when setting up (10-20 minutes total). You can check your remaining minutes on the **Billing** page.
  </Accordion>

  <Accordion title="What happens if I run out of minutes?">
    Your AI keeps working — it won't stop answering calls mid-month. Overage minutes are billed at your plan's overage rate. Check your plan details on the **Billing** page to see the per-minute overage cost. If you're consistently going over, consider upgrading your plan.
  </Accordion>

  <Accordion title="Do unused minutes roll over?">
    No. Your minute allowance resets on your billing date each month. Unused minutes from the previous month expire. If you consistently have excess minutes, you may be on a higher plan than you need.
  </Accordion>

  <Accordion title="Can I see call recordings?">
    Yes. Go to **Calls** in the sidebar → click any call to open the detail view. You'll see the recording player, transcript, AI summary, and sentiment analysis. Recordings are kept according to your data retention settings (configurable in HIPAA settings).
  </Accordion>
</AccordionGroup>

## Phone & Forwarding

<AccordionGroup>
  <Accordion title="Can I use my existing phone number?">
    Yes. You keep your existing business number — just set up **call forwarding** from your carrier to your AI number. This way, customers call your normal number and get your AI. Go to the **Call Forwarding** page for step-by-step instructions for your specific carrier.
  </Accordion>

  <Accordion title="What if I want to answer calls myself sometimes?">
    Use **"Rings You First"** routing mode. When a call comes in, your personal phone rings first. If you don't answer within your set timeout (e.g., 15 seconds), the AI picks up. Set this in **Phone** → **Routing Mode**. You can also use **"Based on Schedule"** to have the AI only answer during specific hours.
  </Accordion>

  <Accordion title="Can I have multiple phone numbers?">
    Yes. Each **Location** can have its own dedicated AI phone number. Set up locations in the **Locations** page, then provision a number for each one. All numbers connect to the same dashboard but can have location-specific knowledge.
  </Accordion>
</AccordionGroup>

## Leads & Appointments

<AccordionGroup>
  <Accordion title="Can the AI book appointments?">
    Yes. Enable **"Book Appointments"** in **Receptionist Settings**. The AI will ask the caller for their preferred date and time, check your calendar for availability, and book the appointment. Connect **Google Calendar** or **Outlook** in Integrations so the AI sees your real availability.
  </Accordion>

  <Accordion title="Does it work with my calendar?">
    Yes. CloseTheCall integrates with **Google Calendar** and **Outlook Calendar**. Connect in the **Integrations** page. Once connected, the AI checks your real-time availability before suggesting times, and creates calendar events when appointments are booked.
  </Accordion>

  <Accordion title="What's the difference between leads and appointments?">
    * **Leads** are enquiries — someone called, asked about your services, and their info was captured (name, phone, what they need). Not every lead books an appointment.
    * **Appointments** are confirmed time slots — the AI scheduled a specific date and time with the customer. Every appointment has a lead, but not every lead has an appointment.
  </Accordion>

  <Accordion title="Can customers text my AI number?">
    Yes. Enable **SMS Auto-Reply** on the **Conversations** page. When a customer texts your AI number, the AI replies using the same knowledge base as phone calls. You can take over any conversation manually at any time.
  </Accordion>
</AccordionGroup>

## Features & Settings

<AccordionGroup>
  <Accordion title="How do automations work?">
    Automations are actions that trigger automatically after specific events:

    * **Missed Call Textback** — sends SMS when you miss a call
    * **Review Request** — asks happy customers for a Google review
    * **Estimate Follow-up** — follows up with leads who got a quote
    * **New Lead Notification** — emails you when a new lead is captured
    * **Appointment Reminder** — reminds customers 1 hour before their appointment

    Enable them on the **Automations** page. They work in the background — no manual action needed.
  </Accordion>

  <Accordion title="Can my team access the dashboard?">
    Yes. Go to **Settings** → **Team** to invite team members by email. Three roles available:

    * **Owner** — full access to everything including billing and account deletion
    * **Manager** — access to all features except billing and account settings
    * **Viewer** — read-only access to calls, leads, and analytics
  </Accordion>

  <Accordion title="Is my data safe?">
    Yes. CloseTheCall uses:

    * **AES-256 encryption** for sensitive data at rest
    * **TLS/HTTPS** for all data in transit
    * **GDPR compliance** with 30-day data deletion on account closure
    * **HIPAA mode** available for healthcare businesses (redacts sensitive health info from transcripts)
    * **SOC 2 compliant infrastructure** (Railway, Vercel, AWS)

    Your data is never sold or shared with third parties.
  </Accordion>

  <Accordion title="Can I cancel anytime?">
    Yes. All plans are **month-to-month** with no lock-in contracts. Cancel from **Billing** → **Manage Subscription**. Your AI stops answering calls at the end of your billing period. Data is kept for 30 days in case you change your mind.
  </Accordion>

  <Accordion title="Can I have multiple locations?">
    Yes, on **Growth plans and above**. Each location can have its own phone number, address, and business hours. Set up locations in the **Locations** page. The AI handles calls for each location using location-specific information.
  </Accordion>
</AccordionGroup>

## Integrations

<AccordionGroup>
  <Accordion title="Which CRMs do you integrate with?">
    CloseTheCall integrates with **HubSpot**, **Salesforce**, and **GoHighLevel**. Leads captured by the AI are automatically synced to your CRM. Calls are logged as activities. Set up in **Integrations** page.
  </Accordion>

  <Accordion title="Do you support Zapier?">
    Yes. Connect via **Zapier** to send CloseTheCall events (new lead, appointment booked, call completed) to any of 5,000+ apps. Set up in **Integrations** → **Zapier**.
  </Accordion>
</AccordionGroup>

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