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

# FAQ

> Answers to the most frequently asked questions about itellicoAI — setup, agents, voice, telephony, knowledge bases, billing, and more.

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](mailto:support@itellico.ai).

***

## Quick Answers

<AccordionGroup>
  <Accordion title="How quickly can I get started?">
    You can usually create and test your first AI agent in a few minutes. Start in [Quickstart](/quickstart), create an agent in **AI Agents**, then use **Test Agent** before deploying to phone or web.
  </Accordion>

  <Accordion title="Do I need to know how to code?">
    No. You can build agents in the [Agent Editor](/build/getting-started/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.
  </Accordion>

  <Accordion title="Can it handle inbound and outbound conversations?">
    Yes. itellicoAI supports inbound phone handling, outbound [campaigns](/manage/campaigns/overview), and browser-based voice or chat through [Web Widgets](/manage/web-widgets/overview).
  </Accordion>

  <Accordion title="Can I use my existing phone numbers?">
    Yes. Use **Connect Your Own** in **Telephony → Phone Numbers** to import existing numbers and route them through your SIP carrier. See [Phone Numbers](/launch/phone-numbers).
  </Accordion>

  <Accordion title="What if the AI makes mistakes?">
    Test before launch, review live [conversations](/manage/conversations/overview), refine prompts or knowledge, and use tools like [call transfer](/build/tools/transfer-tools) when a human should take over. [Quality Studio](/manage/quality-studio/overview) helps you track patterns and improve over time.
  </Accordion>

  <Accordion title="Can I add it to my website?">
    Yes. Create a widget in **Web Widgets**, configure it in the visual editor, then copy the generated script from **Export**. See [Web Widgets](/manage/web-widgets/overview).
  </Accordion>
</AccordionGroup>

***

## Agents and Setup

<AccordionGroup>
  <Accordion title="How do I create my first agent?">
    Open **AI Agents**, click **Create Agent**, and configure your agent in the [Agent Editor](/build/getting-started/agent-editor). Set up identity, voice, prompt, knowledge, and tools — then test before deploying.
  </Accordion>

  <Accordion title="Can I create multiple agents?">
    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](/build/getting-started/agent-editor).
  </Accordion>

  <Accordion title="Can I duplicate an existing agent?">
    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.
  </Accordion>

  <Accordion title="How do I make my agent multilingual?">
    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](/build/voice-speech/transcriber) for details.
  </Accordion>

  <Accordion title="What AI models are available?">
    itellicoAI supports multiple AI models that balance speed, accuracy, and cost. You can choose the model for each agent in [Choose AI Model](/build/voice-speech/choose-ai-model). Higher-tier models generally produce more nuanced responses but may incur extra cost.
  </Accordion>

  <Accordion title="What does the creativity/temperature setting do?">
    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.
  </Accordion>

  <Accordion title="How long can my agent's prompt be?">
    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](/build/conversation/prompt).
  </Accordion>
</AccordionGroup>

***

## Voice and Speech

<AccordionGroup>
  <Accordion title="How do I choose a voice for my agent?">
    Browse the voice library in the [agent editor](/build/voice-speech/select-voice) 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.
  </Accordion>

  <Accordion title="Can I clone a custom voice?">
    Yes. Upload a voice sample or record one directly to create a custom voice clone that matches your brand. See [voice cloning](/build/voice-speech/voice-cloning) for requirements and steps.
  </Accordion>

  <Accordion title="Can my agent handle interruptions?">
    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](/build/advanced/vad-turn-detection).
  </Accordion>

  <Accordion title="How fast does my agent respond?">
    Response time depends on your transcriber, AI model, voice provider, network path, and enabled tools. You can reduce perceived latency by enabling [thinking sounds](/build/voice-speech/thinking-sounds) or [smart filler](/build/advanced/smart-filler) to fill processing time naturally.
  </Accordion>

  <Accordion title="Does my agent support DTMF (keypad) input?">
    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](/build/advanced/dtmf-controls).
  </Accordion>
</AccordionGroup>

***

## Phone Numbers and Telephony

<AccordionGroup>
  <Accordion title="How do I get a phone number for my agent?">
    Go to **Telephony → Phone Numbers**, click **Add Number**, then choose **Buy a Number**. After purchase, assign the number to your agent. See [Buy Numbers](/launch/buy-numbers).
  </Accordion>

  <Accordion title="Can I use my existing phone number?">
    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](/launch/sip-trunks).
  </Accordion>

  <Accordion title="Can my agent make outbound calls?">
    Yes. Set up [campaigns](/manage/campaigns/overview) to have your agent call a list of contacts automatically. You can also trigger outbound calls via the API.
  </Accordion>

  <Accordion title="How many calls can my agent handle at once?">
    Your agent can handle multiple simultaneous calls. The exact limit depends on your plan. Each call runs independently with its own conversation context.
  </Accordion>

  <Accordion title="Can my agent transfer calls to a human?">
    Yes. Configure [call transfer](/build/tools/transfer-tools) 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.
  </Accordion>

  <Accordion title="What happens if the caller reaches voicemail?">
    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](/build/advanced/voicemail-handling).
  </Accordion>

  <Accordion title="What phone number format does itellicoAI use?">
    All phone numbers use the E.164 international format, which includes the country code (e.g., +15551234567). This ensures consistent routing across all countries.
  </Accordion>
</AccordionGroup>

***

## Knowledge Bases

<AccordionGroup>
  <Accordion title="What is a knowledge base?">
    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](/build/knowledge/create-knowledge-bases).
  </Accordion>

  <Accordion title="What file types can I upload?">
    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](/build/knowledge/content-types) for the full list.
  </Accordion>

  <Accordion title="What is the difference between context mode and RAG mode?">
    **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](/build/knowledge/context-vs-rag).
  </Accordion>

  <Accordion title="How large can my knowledge base be?">
    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.
  </Accordion>

  <Accordion title="Can I update my knowledge base automatically?">
    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](/api-reference/introduction) to add, update, or remove content programmatically.
  </Accordion>
</AccordionGroup>

***

## Tools and Integrations

<AccordionGroup>
  <Accordion title="What tools can my agent use during a call?">
    Your agent can use tools such as call transfer, calendar booking, custom API actions, and web search. Browse available tools in the [tools overview](/build/tools/overview) and configure them in the Agent Editor.
  </Accordion>

  <Accordion title="Can my agent connect to my CRM or other business systems?">
    Yes. Use [custom API tools](/build/tools/custom-api-actions) 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.
  </Accordion>

  <Accordion title="Can my agent book appointments?">
    Yes. We integrate with [Cal.com](https://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](/build/tools/booking-calendar).
  </Accordion>

  <Accordion title="What is MCP?">
    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](/build/advanced/mcp-servers).
  </Accordion>

  <Accordion title="Can my agent search the web during a call?">
    Yes. Enable the [web search tool](/build/tools/web-search) to let your agent look up real-time information from the internet during conversations.
  </Accordion>
</AccordionGroup>

***

## Web Widget

<AccordionGroup>
  <Accordion title="Can I add a voice agent to my website?">
    Yes. [Web Widgets](/manage/web-widgets/overview) let you embed a voice and chat interface directly on your website so visitors can talk to your agent without leaving the page.
  </Accordion>

  <Accordion title="How do I customize the widget's appearance?">
    Use the visual [Web Widgets editor](/manage/web-widgets/configuration) to adjust setup, appearance, content, features, actions, privacy, share links, and export settings. The editor generates the embed script you paste into your site.
  </Accordion>

  <Accordion title="Does the widget work on mobile?">
    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.
  </Accordion>
</AccordionGroup>

***

## Campaigns and Outbound

<AccordionGroup>
  <Accordion title="What is a campaign?">
    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](/manage/campaigns/overview).
  </Accordion>

  <Accordion title="How do I import contacts for a campaign?">
    Upload a CSV file with contact details. You can also add contacts manually or sync them through the API. See [contact import](/manage/contacts/import-export).
  </Accordion>

  <Accordion title="Can I track campaign performance?">
    Yes. The [Campaign Management](/manage/campaigns/overview) page includes a Dashboard tab showing call outcomes, engagement rates, contact-level results, and more.
  </Accordion>
</AccordionGroup>

***

## Conversations and Quality

<AccordionGroup>
  <Accordion title="Can I review past conversations?">
    Yes. The [conversations page](/manage/conversations/overview) lists all calls with filters for date, agent, status, and more. Open any conversation to see the full transcript, audio playback, and analysis.
  </Accordion>

  <Accordion title="What if the AI makes mistakes in live conversations?">
    Open the conversation in [Conversations](/manage/conversations/overview) and flag the entire call or a specific message that went wrong. This creates an issue in [Quality Studio](/manage/quality-studio/overview) where you can assign it to a team member and track the fix.
  </Accordion>

  <Accordion title="Are calls recorded?">
    Call recording is configurable per agent and per account. Use [Trust Center](/manage/trust-center/overview) for account-level defaults and [Data Retention](/build/advanced/data-retention) for per-agent settings.
  </Accordion>

  <Accordion title="What is Quality Studio?">
    [Quality Studio](/manage/quality-studio/overview) is the built-in quality assurance dashboard. It monitors conversations for issues, tracks resolution, and helps you improve agent performance over time.
  </Accordion>
</AccordionGroup>

***

## Privacy, Compliance, and Security

<AccordionGroup>
  <Accordion title="Is itellicoAI GDPR compliant?">
    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](/manage/trust-center/overview).
  </Accordion>

  <Accordion title="How long is conversation data retained?">
    Retention is controlled in two places: [Trust Center](/manage/trust-center/overview) sets account-wide defaults, and each agent's [Privacy tab](/build/advanced/data-retention) can set stricter rules for that specific agent. If an agent has its own retention settings, those take priority over the account defaults.
  </Accordion>

  <Accordion title="Does my agent disclose that it is AI?">
    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.
  </Accordion>

  <Accordion title="Is two-factor authentication available?">
    Yes. Enable two-factor authentication (2FA) in **Settings → Profile → Security** for an additional layer of protection.
  </Accordion>
</AccordionGroup>

***

## Billing and Plans

<AccordionGroup>
  <Accordion title="How does pricing work?">
    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](/billing/plans) and [usage pricing](/billing/overview) for details.
  </Accordion>

  <Accordion title="Is there a free trial?">
    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](https://itellico.ai).
  </Accordion>

  <Accordion title="How do I manage my subscription?">
    Manage your plan, payment methods, and invoices from **Account → Billing**. Upgrade, downgrade, or cancel at any time.
  </Accordion>

  <Accordion title="Are there extra costs for phone numbers?">
    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](/billing/phone-numbers).
  </Accordion>
</AccordionGroup>

***

## Teams and Accounts

<AccordionGroup>
  <Accordion title="Can multiple people manage my agents?">
    Yes. Invite team members from **Account → Members** and assign roles with different permission levels. Each person uses their own login.
  </Accordion>

  <Accordion title="What are sub-accounts?">
    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](/accounts/subaccounts) and [Client Service Models](/accounts/agency-playbook).
  </Accordion>

  <Accordion title="Can I belong to multiple accounts?">
    Yes. Use the account switcher in the top left to switch between accounts. Each account has its own agents, contacts, conversations, and settings.
  </Accordion>
</AccordionGroup>

***

## API and Development

<AccordionGroup>
  <Accordion title="Does itellicoAI have an API?">
    Yes. The [REST API](/api-reference/introduction) 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.
  </Accordion>

  <Accordion title="Are SDKs available?">
    Yes. Official SDK docs are available for Python and TypeScript. See the [SDK documentation](/api-reference/sdks) for installation and usage.
  </Accordion>

  <Accordion title="Can I send data to my agent before a call starts?">
    Yes. Use [dynamic context](/build/advanced/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.
  </Accordion>

  <Accordion title="Can I receive webhooks for call events?">
    Yes. Configure [webhooks](/accounts/webhooks) to receive real-time notifications when conversations start, end, or when other events occur in your account. See [webhook events](/reference/webhook-events) for available event types and payload examples.
  </Accordion>
</AccordionGroup>

***

## Still Have Questions?

If your question is not answered here, reach out to the team:

* **Email:** [support@itellico.ai](mailto:support@itellico.ai)

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