Question 1

My AI receptionist is not answering calls

Accepted Answer

If calls aren't being picked up, it's almost always one of three things: receptionist is inactive, the phone number isn't connected, or business hours are misconfigured.

Question 2

Warm call transfers aren't working

Accepted Answer

Warm transfers require an escalation number to be configured. Without one, the AI has nowhere to transfer the call.

Question 3

Call recordings or transcripts are missing

Accepted Answer

Recordings and transcripts are generated after the call ends and can take up to two minutes to appear in your Call Logs.

Question 4

I'm not receiving call summary emails after calls

Accepted Answer

Call summary emails are sent to the email address registered on your Zevaux account after every call.

Question 5

Spam calls are still getting through

Accepted Answer

Spam detection has to be enabled and configured in Receptionist Settings before unwanted calls are filtered.

Question 6

The AI voice sounds robotic - how do I change it?

Accepted Answer

Zevaux ships with several professional AI voices. You can preview and switch at any time from Voice & Language settings.

Question 7

My AI receptionist is giving callers incorrect information

Accepted Answer

The AI answers based on what it has been trained on. Wrong answers usually mean your knowledge base needs updating.

Question 8

How do I enable or disable call ambience audio?

Accepted Answer

Call ambience plays a soft background office sound during calls to make the AI sound more natural.

Question 9

SMS messages aren't being delivered

Accepted Answer

SMS delivery failures are usually caused by messages stuck in Pending awaiting approval, or by your plan not including SMS yet.

Question 10

I can't see SMS features in my dashboard

Accepted Answer

SMS is a paid add-on. It's available on Growth plan and above.

Question 11

I'm not receiving SMS alerts when calls come in

Accepted Answer

Owner SMS alerts require your personal mobile number to be saved in your account.

Question 12

What's the difference between Fully AI, Hybrid, and Manual SMS modes?

Accepted Answer

These modes control how much automation is applied to your outbound SMS replies.

Question 13

How does 'text a link' during a live call work?

Accepted Answer

During a live call the AI can text a link, address, or info to the caller without breaking the conversation.

Question 14

Gmail isn't connecting to Zevaux

Accepted Answer

Gmail connection requires OAuth authorisation through your Google account. This unlocks the inbox and lets the AI send on your behalf.

Question 15

The Email AI is not automatically sending replies

Accepted Answer

The Email AI only auto-sends when its confidence is high enough. Lower confidence emails go to the AI Review queue for your approval.

Question 16

Where do I review and approve AI email drafts?

Accepted Answer

Drafts pending your approval live in the AI review tab inside Email.

Question 17

The AI is sending incorrect email replies to customers

Accepted Answer

The Email AI replies based on your business profile, FAQs, and documents. Wrong replies almost always trace back to outdated training data.

Question 18

How do I see what the Email AI has been doing?

Accepted Answer

The Trigger log shows a complete audit trail of every email automation - sent, skipped, and the reason.

Question 19

Is Email AI available on all plans?

Accepted Answer

Email AI is available on Growth plan and above. Starter only includes call summary emails.

Question 20

Google Calendar isn't syncing with Zevaux

Accepted Answer

Google Calendar sync requires a direct connection from your Integrations page. Once linked, new bookings appear automatically within seconds.

Question 21

Appointments booked on calls aren't appearing in my dashboard

Accepted Answer

Booking requires services to be configured and the AI to be allowed to book. Check both before troubleshooting elsewhere.

Question 22

How do I set up booking rules and available time slots?

Accepted Answer

Booking rules tell the AI when you're available, how long each appointment takes, and how much buffer to leave between bookings.

Question 23

Are customers automatically texted after booking?

Accepted Answer

Yes - on Growth plan and above, customers get an automatic SMS confirmation immediately after a call booking is completed.

Question 24

Callback requests aren't appearing in my dashboard

Accepted Answer

Callback requests are captured when a caller asks to be called back and the AI logs it. Check filters and AI instructions if missing.

Question 25

My free trial ended - what happens now?

Accepted Answer

After your free trial, your account moves to a limited state until you select a paid plan. Your data is preserved.

Question 26

I've used up my monthly minutes - what happens?

Accepted Answer

When you exceed your included minutes, overage rates apply automatically per additional minute. Higher plans have lower per-minute rates.

Question 27

How do I upgrade or change my plan?

Accepted Answer

Plan changes happen from Billing. Upgrades take effect immediately; downgrades take effect at the end of your current billing cycle.

Question 28

How do I cancel my Zevaux subscription?

Accepted Answer

Cancel from Billing. Your account stays active until the end of your paid period and you won't be charged again.

Question 29

Can I switch from monthly to annual billing?

Accepted Answer

Yes - switching to annual saves 20% across all plans. The change happens from Billing.

Question 30

My setup shows incomplete, how do I reach 100%?

Accepted Answer

The setup tracker shows four key steps. Most users stall at 90% because the escalation number is optional but still flagged.

Question 31

How do I configure my business hours?

Accepted Answer

Set your open and close times for each day in Business Hours. The AI uses these to know when to answer normally vs. offer after-hours messages.

Question 32

How do I add a team member to my account?

Accepted Answer

Invite team members from Receptionist Settings → Team Members. Roles control what each person can access.

Question 33

How do I train the AI with my business documents?

Accepted Answer

Upload PDFs, DOCX, and other documents in Receptionist Settings → Documents. They're processed within 1–3 minutes.

Question 34

How do I enable Spanish language support?

Accepted Answer

Spanish support is one click in Voice & Language settings. The AI will detect and respond in Spanish when callers speak it.

Question 35

Leads aren't being captured from calls

Accepted Answer

Lead capture has to be configured in AI Settings before the AI knows what caller information to collect.

Question 36

My analytics dashboard shows no data

Accepted Answer

Analytics populate as calls, SMS, and emails are processed. A new account shows zeros until activity occurs.

Question 37

What does sentiment analysis tell me?

Accepted Answer

Sentiment shows whether callers were positive, neutral, or frustrated - useful for spotting service issues before they become bad reviews.

Question 38

How are customer contacts created automatically?

Accepted Answer

Contacts are created automatically when customers book appointments, request callbacks, or email your business.

Question 39

How do I connect Zapier to Zevaux?

Accepted Answer

Generate an API key in Zevaux, connect Zevaux as an app inside Zapier, pick a trigger, and verify your first Zap end-to-end in under 5 minutes.

Question 40

What triggers and actions does Zevaux support on Zapier?

Accepted Answer

Five real-time triggers (lead, appointment, call, follow-up, SMS) and two actions (create contact, create follow-up). Send SMS arrives in a future release.

Question 41

My Zap isn't firing, what should I check?

Accepted Answer

Most failures are one of three things: the Zap isn't actually on, the connection key was revoked, or the event genuinely didn't fire in Zevaux. Recent Deliveries tells you which one.

How can we help you?

SMS

SMS messages aren't being delivered

I can't see SMS features in my dashboard

I'm not receiving SMS alerts when calls come in

What's the difference between Fully AI, Hybrid, and Manual SMS modes?

How does 'text a link' during a live call work?

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