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Answers to the most common questions about itellicoAI. Use this page for quick answers before reading the full setup guides. If your question isn’t covered here, contact support@itellico.ai.

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Quick Answers

You can usually create and test your first AI agent in a few minutes. Start in Quickstart, create an agent in AI Agents, then use Test Agent before deploying to phone or web.
No. You can build agents in the Agent Editor and deploy them through Phone Numbers or Web Widgets without writing code. The API and SDKs are available if your team wants deeper automation.
Yes. itellicoAI supports inbound phone handling, outbound campaigns, and browser-based voice or chat through Web Widgets.
Yes. Use Connect Your Own in Telephony → Phone Numbers to import existing numbers and route them through your SIP carrier. See Phone Numbers.
Test before launch, review live conversations, refine prompts or knowledge, and use tools like call transfer when a human should take over. Quality Studio helps you track patterns and improve over time.
Yes. Create a widget in Web Widgets, configure it in the visual editor, then copy the generated script from Export. See Web Widgets.

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Agents and Setup

Open AI Agents, click Create Agent, and configure your agent in the Agent Editor. Set up identity, voice, prompt, knowledge, and tools — then test before deploying.
Yes. Create as many AI agents as you need — there’s no limit on the number of agents. Each one has its own identity, voice, prompt, knowledge base, and tools. Manage them from the AI Agents.
Yes. From AI Agents, open the actions menu on an agent and select Duplicate. This creates a copy with the same settings, which you can then customize.
Configure your transcriber, model, and voice to support the languages you need. In the Agent Editor you can choose providers and settings with multilingual support, and in Expert Mode you can control those selections more precisely. See Transcriber Configuration for details.
itellicoAI supports multiple AI models that balance speed, accuracy, and cost. You can choose the model for each agent in Choose AI Model. Higher-tier models generally produce more nuanced responses but may incur extra cost.
This setting controls how creative or consistent your agent’s responses are. Lower values produce predictable, focused answers. Higher values produce more varied responses. For most business use cases, a lower setting works best. For tool calling, 0 is most reliable — it makes transfers, bookings, and API calls more consistent. Temperature is the underlying LLM parameter that drives this behavior.
Prompts can be several thousand words. However, longer prompts increase both latency and cost. Too short and your agent lacks context; too long and performance suffers. A well-structured prompt of 1,000-4,000 words tends to hit the sweet spot. Focus on clear rules and examples. See writing effective prompts.

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Voice and Speech

Browse the voice library in the agent editor to preview and select from dozens of voices. Filter by language, gender, and style. Most voices offer an audio preview so you can hear them before selecting.
Yes. Upload a voice sample or record one directly to create a custom voice clone that matches your brand. See voice cloning for requirements and steps.
Yes. Voice Activity Detection (VAD) and AI-based turn detection let your agent detect when a caller starts speaking and pause its own speech. You can adjust interruption sensitivity in the agent editor’s voice settings.
Response time depends on your transcriber, AI model, voice provider, network path, and enabled tools. You can reduce perceived latency by enabling thinking sounds or smart filler to fill processing time naturally.
Yes, for phone calls when Enable DTMF during calls is turned on in Call Flow → Keypad Input. DTMF lets the agent send keypad tones and collect caller keypad input. See DTMF controls.

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Phone Numbers and Telephony

Go to Telephony → Phone Numbers, click Add Number, then choose Buy a Number. After purchase, assign the number to your agent. See Buy Numbers.
Yes. Use Connect Your Own to import existing numbers and connect them through SIP (Session Initiation Protocol). Some technical material may still shorten this to BYOC. See SIP Trunks.
Yes. Set up campaigns to have your agent call a list of contacts automatically. You can also trigger outbound calls via the API.
Your agent can handle multiple simultaneous calls. The exact limit depends on your plan. Each call runs independently with its own conversation context.
Yes. Configure call transfer to route calls to a human agent, department, or external number. Transfers can be triggered by the AI based on conversation context or caller request.
For outbound calls, Answering Machine Detection (AMD) identifies whether a person or voicemail system answered. Currently, the agent hangs up when voicemail is detected. See voicemail detection.
All phone numbers use the E.164 international format, which includes the country code (e.g., +15551234567). This ensures consistent routing across all countries.

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Knowledge Bases

A knowledge base is a collection of documents, text, and web content that your agent references to answer questions accurately. Instead of relying solely on its AI training, your agent searches your knowledge base for business-specific information. See creating knowledge bases.
You can upload PDFs, Word documents, text files, and web pages. The platform extracts text using OCR and LLM-based parsing, so even scanned or complex documents are handled. See content types for the full list.
Context mode injects selected content directly into the conversation context. Best for small, high-priority content like pricing tables or key policies. Increases prompt size, which can affect latency and cost. RAG mode (Retrieval-Augmented Generation) searches your knowledge base and retrieves only the relevant parts for each question. Best for larger content sets like FAQs, product catalogs, or documentation. See Context vs RAG.
Each knowledge base supports up to 500 URL items, 50 text items, 25 file uploads, and 50 folders. Individual files can be up to 10 MB. For context mode, the total content budget is 10,000 tokens (roughly 7,500 words). For RAG mode, the system retrieves only the relevant parts for each conversation.
Yes. For website content, you can configure an automatic refresh interval (daily, weekly, or monthly) to keep knowledge fresh. You can also use the API to add, update, or remove content programmatically.

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Tools and Integrations

Your agent can use tools such as call transfer, calendar booking, custom API actions, and web search. Browse available tools in the tools overview and configure them in the Agent Editor.
Yes. Use custom API tools to connect your agent to any system with an API — CRMs, ERPs, helpdesks, databases, and more. Your agent can read and write data during conversations.
Yes. We integrate with Cal.com, which supports Google Calendar, Outlook, and many other calendar providers. Your agent can check availability and book appointments in real time. See booking and calendar.
Model Context Protocol (MCP) is a standard way to connect your agents to external tools and data sources. It extends your agent’s capabilities beyond built-in tools. See MCP servers.
Yes. Enable the web search tool to let your agent look up real-time information from the internet during conversations.

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Web Widget

Yes. Web Widgets let you embed a voice and chat interface directly on your website so visitors can talk to your agent without leaving the page.
Use the visual Web Widgets editor to adjust setup, appearance, content, features, actions, privacy, share links, and export settings. The editor generates the embed script you paste into your site.
Yes. Web Widgets are responsive and work on desktop and mobile browsers. They use WebRTC (Web Real-Time Communication) for browser-based voice calls without plugins.

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Campaigns and Outbound

A campaign is automated outbound calling — your agent calls a list of contacts with scheduling, retries, and tracking. Use campaigns for follow-ups, surveys, appointment reminders, sales outreach, and more. See campaigns overview.
Upload a CSV file with contact details. You can also add contacts manually or sync them through the API. See contact import.
Yes. The Campaign Management page includes a Dashboard tab showing call outcomes, engagement rates, contact-level results, and more.

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Conversations and Quality

Yes. The conversations page lists all calls with filters for date, agent, status, and more. Open any conversation to see the full transcript, audio playback, and analysis.
Open the conversation in Conversations and flag the entire call or a specific message that went wrong. This creates an issue in Quality Studio where you can assign it to a team member and track the fix.
Call recording is configurable per agent and per account. Use Trust Center for account-level defaults and Data Retention for per-agent settings.
Quality Studio is the built-in quality assurance dashboard. It monitors conversations for issues, tracks resolution, and helps you improve agent performance over time.

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Privacy, Compliance, and Security

Yes. The platform includes tools for General Data Protection Regulation (GDPR) compliance, including data subject access requests, GDPR exports, retention policies, and public trust settings. See the Trust Center.
Retention is controlled in two places: Trust Center sets account-wide defaults, and each agent’s Privacy tab can set stricter rules for that specific agent. If an agent has its own retention settings, those take priority over the account defaults.
You control this through your agent’s prompt or greeting. You can include a disclosure like “You’ll be speaking with our AI assistant” in either place. Regulations like the EU AI Act require that callers are told they are interacting with AI — check your local requirements.
Yes. Enable two-factor authentication (2FA) in Settings → Profile → Security for an additional layer of protection.

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Billing and Plans

itellicoAI offers subscription plans with included minutes, plus a pay-as-you-go option. Usage beyond your included minutes is billed at a per-minute rate. See plans and usage pricing for details.
New accounts include trial minutes so you can test the platform before committing. Trial accounts do not include telephony (phone numbers) — you can test with web calls and chat. Check the current offer at itellico.ai.
Manage your plan, payment methods, and invoices from Account → Billing. Upgrade, downgrade, or cancel at any time.
Yes. Purchased phone numbers have monthly fees that vary by country and number type, and telephony-related usage charges may also apply depending on your setup. See Phone Number Pricing.

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Teams and Accounts

Yes. Invite team members from Account → Members and assign roles with different permission levels. Each person uses their own login.
Subaccounts let you manage multiple isolated customer accounts from one parent account via Account → Subaccounts. Each subaccount has its own agents, contacts, and conversations. In the parent/subaccount model, itellicoAI bills the parent account centrally, and the parent can bill or rebill its own customers separately.Agency access is different: the client owns and pays for its own itellicoAI account, while an agency, consultant, or service team gets elevated access to set up, manage, or maintain it. Some organizations use both models for different customers. See Subaccounts and Client Service Models.
Yes. Use the account switcher in the top left to switch between accounts. Each account has its own agents, contacts, conversations, and settings.

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API and Development

Yes. The REST API lets you manage agents, trigger calls, access conversations, and integrate itellicoAI into your workflows programmatically. Authenticate with an API key sent in the X-API-Key header.
Yes. Official SDK docs are available for Python and TypeScript. See the SDK documentation for installation and usage.
Yes. Use dynamic context to pass caller-specific data (like account details or order history) to your agent at the start of each conversation. This enables personalized responses without manual input.
Yes. Configure webhooks to receive real-time notifications when conversations start, end, or when other events occur in your account. See webhook events for available event types and payload examples.

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Still Have Questions?

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