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Support.
How to reach us, fix the common stuff yourself, and what to do when something's actually broken.
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 address, name, or term wrong.
Two paths. Quick fix:add the misheard word to your tenant's vocabulary (Dashboard → Persona → Vocabulary). Suburbs, surnames, and service-specific 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.
My number is on Vodafone and the conditional forward is flaky.
Vodafone's carrier-side conditional forward has historically been patchy. Use full forward (
**21*<num>#) instead, and configure Overflow modein your dashboard. We handle "ring you first, fall back to AI" on our side — more reliable than the carrier's **61*.The AI transferred a call to me at a bad time.
Tighten the escalation rules in Dashboard → Workflows → Transfer policy. By default the AI transfers for genuine emergencies (water gushing, gas leak, no power); routine queries should book or take a message. If a transfer rings out, the AI takes a message — the customer never ends up at dead air.
ServiceM8 disconnected (token expired, account suspended).
The AI can still answer calls, but it can't look up jobs or write bookings until the connection is restored. You'll get an SMS + email immediately when this happens. While disconnected, the AI falls back to voicemail mode. Reconnect from Dashboard → Integrations → ServiceM8 in one click.
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 across channels for that tenant
I need the AI to stop right now.
Panic forward.One button in the dashboard — drops everything to your on-call mobile. No AI, no voicemail, plain forward. Use it whenever something feels off and you don't want to figure out which kill switch fits.
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 service calls (quote follow-ups for quotes you sent, invoice chasers, schedule confirmations, post-job feedback) 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 DNC across channels for your tenant — 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 inbound: "Hi, you've reached [your business] — this is [your AI's name], the AI assistant. Calls are recorded for our records. How can I help?" Every outbound includes the same AI identity + recording line. 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 (booking, transfer, 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, booked / escalated / messaged.
- 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.