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Support.
How to reach us, fix the common stuff yourself, and what to do when a chase or your Xero connection isn't behaving.
Get help fast
In-app chat
Bottom-right of your dashboard
Business hours, AEST. The fastest path for non-urgent questions.
Production incidents
Paid plans only
Direct number provided after your trial.
Common issues: try these first
The AI got a customer's name or a term wrong.
Two paths. Quick fix: add the misheard word to your vocabulary (Dashboard → Persona → Vocabulary). Customer surnames, business names, and product terms all live there. Longer fix: open the call in your dashboard, find the moment it went wrong, click Promote to eval set. The AI learns to handle that case better on the next prompt iteration.
A customer says they already paid, but the AI still chased them.
The AI chases off live Xero data: the moment an invoice is marked paid in Xero, chasing stops automatically. If a customer paid outside Xero (cash, a transfer not yet reconciled), reconcile it in Xero and the next scheduled contact is cancelled. You can also place the customer on a hold from People → Open items while you confirm the payment.
A customer disputed the amount or asked for a payment plan.
The AI captures the dispute or promise-to-pay in the moment and puts the account on hold with a resume date, rather than pushing. It surfaces in your Briefing as something that needs you. Adjust how firmly it pushes, and when it should escalate to a human, in Dashboard → Workflows → Escalation policy.
Xero disconnected (token expired, access revoked).
Chasing pauses while disconnected: the AI can't read invoices or confirm payments without a live connection, and it will not call on stale data. You'll get an SMS + email immediately when this happens. Reconnect from Dashboard → Integrations → Xero in one click, and the queue picks up where it left off.
Auto-pause fired: what triggered it?
We pause the AI ourselves if any of these trip:
- Three consecutive calls flagged at high severity
- Disclosure verification fails (AI line or recording line missing from the opener)
- A customer says "stop calling me": flagged do-not-contact across channels for that org
I need the AI to stop right now.
Pause everything.One button in the dashboard halts all outbound chasing immediately: no calls, no SMS, no email. Use it whenever something feels off and you don't want to figure out which lever fits. Resume when you're ready.
Kill switches & SMS keywords
From your on-call mobile (or any staff mobile on file), text these to your control number:
The AI replies within two seconds confirming the action. Master toggle, per-channel toggles, per-workflow toggles, and scheduled blackouts all live in the dashboard.
Compliance & privacy
Does the AI check the Do Not Call Register before dialling?
Yes. Every non-exempt outbound call is checked against the Australian DNCR before we dial. Existing-customer chases (quote follow-ups for quotes you sent, invoice chasers, payment reminders) are exempt under the Do Not Call Register Act 2006, but the check still runs and the exemption category is logged in the audit trail. If a customer says "stop calling me"on any call, they're flagged do-not-contact across channels for your org: future outbound to that number is blocked regardless of exemption. Full detail at Help · Compliance & privacy.
What does the AI disclose on every call?
Every call opens with the AI identity + recording line "Hi, this is [your AI's name] calling on behalf of [your business]. I'm an AI assistant and this call is recorded." before it gets to the reason for the call. After each call we verify both landed in the transcript; if either didn't, the call is flagged. You can lightly customise the wording. You cannot turn disclosure off.
A customer wants their data deleted (APP 13).
Forward the request to us (support@office-voice.com) or file it via Dashboard → Privacy → Deletion requests. We propagate the deletion through live records, conversation history, recordings, and any anonymised eval-set entries derived from their calls. Confirmation within 24 hours.
The December 2026 ADM rules: am I covered?
Yes. Every AI decision (a chase, a promise-to-pay, a hold, an escalation) is logged with the prompt version and the conversation it came from. When APP 1.7–1.9 goes live on 10 December 2026, you'll have the audit trail required. We're not lawyers. Your privacy policy is your responsibility, and we provide a template that discloses AI use, recording, retention, and the third-party providers we use (Twilio, Anthropic, ElevenLabs, Deepgram).
Your data: export anytime
Everything you can see in the dashboard, you can export. No paywall, every plan, including the trial.
- Transcripts: CSV, per call or date range.
- Audio recordings: MP3, zip download for date ranges.
- Outcomes: CSV, call-by-call: workflow, result, paid / promised / disputed / escalated.
- Customer interactions: JSON for feeding your own systems.
Bug reports & feature requests
Mention it in chat or email support@office-voice.com. We read everything and ship the most-asked-for items every couple of weeks.