FAQ

Accounts and Permissions

Billing and Usage

• Why are there more remaining minutes than when I purchased?

  Answer: According to the billing rules, unused minutes are automatically carried over to the next cycle.

  Example: If 500 minutes remained from the previous cycle and 2,000 minutes are allocated for the current cycle, the total available minutes for the current cycle are 2,500.

• Will ongoing tasks be immediately interrupted when minutes are exhausted?

  Answer: No, they will not be immediately interrupted.

  • The system allows active calls to complete normally

  • However, no new calls will be initiated

  • All in-progress tasks will automatically change to the "Paused" status

• What happens after the subscription expires?

  Answer:

  • On the expiration date, all outbound tasks are automatically paused

  • Data is retained for 15 days, during which renewal seamlessly restores service

  • If not renewed within 15 days, data is permanently deleted

  Recommendations:

  • Enable auto-renewal to avoid service interruption

  • Regularly export important data as a local backup

• After upgrading, will the minutes increase immediately?

  Answer: Yes. After upgrading, the system calculates the remaining time in the current cycle proportionally and immediately adds the corresponding minutes to the resource pool.

• After the subscription expires, will unused minutes be refunded?

  Answer: No. Minutes are cyclical resources and automatically become void upon expiration. If you renew, the new cycle will allocate new minutes.

• How do I check how many minutes a specific task consumed?

  Procedure:

  • Go to the Usage Management page and find the task in the "Consumption Details" table

  • View the "Current Consumption" column

  • Alternatively, export the details to Excel and filter the data.

Outbound Task Management

• Why does the task remain in the "Paused" status after creation?

  Symptom: After the task is published, the status shows "Paused" and the task cannot start automatically.

  Troubleshooting steps:

  • Check whether the current time is within the calling hours

  • Check whether exclusion rules are triggered

    • "Exclude public holidays" is selected and today is a weekend or holiday

    • "Exclude lunch break" is selected and the current time is between 12:00 and 14:00

  • Check whether the remaining call minutes are sufficient: The task cannot start when the remaining minutes are 0.

  • Check whether agents are occupied by other tasks: Multiple tasks share the agent resource pool, and other running tasks may have occupied all agents.

  Solutions:

  • Wait for the calling hours, or manually click the "Start" button

  • Go to Usage Management to check resource status, wait for the next cycle to refresh, or upgrade

  • Pause other low-priority tasks to release agents

• The task progress is 0%. Has the outbound calling not started yet?

  Symptom: The task status shows "In Progress" but the progress bar remains at 0%.

  Troubleshooting steps:

  • Check whether the calling date and calling period have arrived

  • Check whether today has been excluded

  • Check resource status: whether the remaining call minutes are 0 or agents are occupied by other tasks

  Solutions:

  • After confirming the configuration is correct, wait for the scheduled execution time

  • If the task is in the "Paused" status and resources are sufficient, manually click the "Start" button to start the task

  • Check and release other digital agent resources

• Can a single customer list be used for multiple tasks?

  Answer: Yes. A single list can be associated with multiple tasks without affecting each other.

  Note: We recommend scheduling task times appropriately to avoid the same customer receiving multiple calls within a short period.

  Deduplication mechanism:

  • The system automatically deduplicates numbers within the same task (even if the list contains duplicate numbers, each number is called only once)

  • The system does not deduplicate numbers across different tasks (different tasks may call the same customer)

• All agents are occupied and new tasks cannot start. What should I do?

  Symptom: After creating a new task, it cannot start and an insufficient agent resources error is displayed.

  Short-term solutions:

  • Solution 1: Pause low-priority tasks

    Identify currently running tasks and pause lower-priority tasks (such as test tasks or underperforming tasks) to release agents for high-priority tasks.

  • Solution 2: Terminate ineffective tasks

    Terminate tasks with poor performance (such as a connection rate below 10%), release agents, and then start the new task.

  Long-term solutions:

  • Solution 1: Stagger task execution times and plan task schedules to avoid running multiple tasks simultaneously.

  • Solution 2: Upgrade to add more agents: Click Add Digital Agent on the Overview page to increase the number of agents and improve concurrency. This is suitable for high-volume scenarios that require multiple tasks to run in parallel.

Customer Management

• How soon can I use a list after uploading it?

  Answer: The list is available immediately after a successful upload. When creating an outbound task, you can directly select the uploaded list from the "Customer List" drop-down menu.

• How long are uploaded lists retained?

  Retention period depends on subscription status:

  • During the subscription validity period: Lists are permanently available with no expiration.

  • After subscription expiration: Retained for 15 days.

  • If not renewed within 15 days after subscription expiration: Permanently deleted and data cannot be recovered.

  Best practices:

  • Enable auto-renewal to prevent unexpected subscription expiration.

  • Regularly download important lists as a local backup.

  • Renew before the subscription expires to avoid data loss risks.

• What if the list contains duplicate phone numbers?

  System processing strategy:

  • During upload: The system displays a warning about duplicate numbers but does not block the upload. You can choose to continue uploading or cancel and manually deduplicate.

  • During task execution:

    • The system automatically deduplicates numbers within the same task. Even if the list contains duplicate numbers, each number is called only once.

    • No deduplication across different tasks (if two tasks use the same list, a customer may receive two calls)

  Recommendation: Manually deduplicate before uploading to maintain clean data.

Post-Call Management

• Why do some call records not have customer tags?

  Possible causes:

  • The call was not connected or the call duration was too short (< 10 seconds) for the AI to identify intent

  • The customer only gave a simple response (such as "hello") and no valid conversation occurred

  Recommendation: You can manually add tags to these records, such as "Not Connected" or "Explicitly Declined".

• How do I batch export customers with specific tags?

  Procedure:

  • Go to the Post-Call Management page and click the "Customer Tag" column to filter

  • Select the target tag (such as "High Intent")

  • Click the Export Details button, and the system exports the current filtered results

• Does the exported call details include recordings?

  Answer: No. The exported file only contains text information (customer information, tags, summaries, etc.). To obtain recordings, download them individually from the console or contact technical support for batch export.

• How accurate are the AI-generated tags?

  Answer: In standard scenarios, the AI tag accuracy is approximately 85% to 90%.

  Recommendation: We recommend conducting manual spot checks and corrections during the initial usage period, and using the "Edit Tag" feature to provide feedback on errors to help the system continuously improve.