Short answers to the questions clients ask most. Each one links to the full guide.
Does the assistant speak English?
Yes. Your assistants speak English and Spanish. On a call, the assistant continues in the language the caller uses. On WhatsApp, it replies in the customer's language. Other languages aren't supported. See What is the Edenia AI Assistant?
What happens outside office hours?
The assistant keeps answering at any hour. Outside your office hours it can't transfer calls to your team: it tells the caller you're closed and, if ticket creation is on, offers to open a ticket. See Office hours.
Can I take over a WhatsApp chat?
Yes. Open the chat and tap Reply myself: the assistant pauses on that chat until you tap Hand back to assistant. See Reply yourself and hand back.
Can customers reach a person?
On calls, yes, if call transfer is part of your setup: the assistant transfers the caller to your team's numbers during office hours. On WhatsApp, anyone on your team can reply in the chat at any time. See Transfer calls to your team and Who answers first on WhatsApp.
How do I change what the assistant says?
The greeting is in Greeting and voice, how it behaves is in its instructions, and what it knows comes from your website and its notes. For a one-off exception, such as a promotion, add it under an Overrides heading in the notes.
I updated my website. When does the assistant know?
Your website is re-checked every night. To update it sooner, click Sync now on the Knowledge base page. See Website knowledge base.
Why didn't I get a notification?
Notifications are turned on per device, so check that they're on in Settings in that browser or phone. On iPhone you need to install the app to your home screen first. Notifications only cover new WhatsApp messages, not calls. See Settings, language and notifications.
Where do I see call recordings?
The dashboard doesn't keep audio recordings. Each call has an AI summary and a full transcript, which you can download. See Call details, summary and transcript.
How do I add a team member?
An administrator opens Team, clicks Invite user and enters the person's email. They get an email to create their account. See Invite and manage your team.
What's the difference between Administrator and Editor?
Both can use the whole dashboard. Only administrators see Team and manage people. See User roles.
How is satisfaction measured?
At the end of a call, the assistant can ask a short survey. Answers become a rating out of 5, and the average only includes calls where the customer answered. See Customer satisfaction scores.
Where do I find the contact details callers leave?
Calls where a caller left their details show up in Calls, and on Home until someone reviews them. You can export them to CSV. See Contact details and CSV export.
Why can't I send a normal WhatsApp reply?
WhatsApp only allows normal messages and photos within 24 hours of the customer's last message. After that, a text reply goes out as a template until the customer writes again. See WhatsApp 24-hour window.
Is my data shared?
No. Each company's calls, conversations and settings are kept separate, and only people on your team, invited by your administrator, can sign in to your account. Edenia's support team can access your account when helping you. Questions about your data? Contact Edenia.
Something else?
Contact Edenia support from Help & guides in the dashboard.