Q: If I give an assistant a name on the configure page is that the name its going to use on the phone?

A: The assistant's name in the configure page and the name used on the phone are different, you name the assistant in the prompt.
This means the assistant's name on the configure page can be "John AI" or "AI Call agent for ACME" but inside the prompt you can name the assistant "Derrick" and it will greet your customers as "Derrick"


Q: Do I have to a voice that matches the language?

A: Yes currently the voice must match the language you are using. So if you are using an English US Language the voice must be English.


Q: If I change the advanced voice settings around why does the agent sound better sometimes and worse some times?

A: The advanced settings are tweaked from us to sound the best in most scenarios. We suggest leaving them as is unless you need to make adjustments, then we only suggest making small adjustments as to not completely break the voice.


Q: Why is my agent talking to the voicemail of the customer or client I am calling?

A: The Voicemail detection rate is quite high for our agents but sometimes with specific voicemails, especially ones with the customer own voice speaking. If you would like a better experience with voicemail you can switch your Voicemail Detection to "Time based"


Q: Why does my inbound agent not allow for variables?

A: The inbound agents do not allow for variables because they wont know who is calling them before the call. There is a workflow that you can do with Custom Actions for inbound calls if you need your Assistant to reference information from outside of the application. This is done using the Api of the app you would like to get information from and then using a GET action to get the information while the call is happening.


Q: Is there any special Prompting from Synthflow that I can use?

A: Yes we do have few prompt templates in the template section, you can also use the Copilot to build a prompt as well.


Q: Do I have to buy a number from Synthflow or can I use my own telephone app?

A: We do not currently offer custom telephone apps for customers on plans lower than the Enterprise level.


Q: Why can't I Connect my GHL correctly?

A: You can learn more about that here.


Q: Is it possible to use the API to query sub accounts to find the minutes?

A: At this time it is not possible to query sub accounts to find the minutes used


Q: Are sub accounts sharing the main accounts minutes or can they put any number of minutes and will it work and just charge the account?

A: Sub accounts do share the minutes of the Agency account and are set by the Agency, you can put the sub account on Pay as you go by changing this setting when creating the pricing plan.


Q: What is the concurrent calls per account, sub account and does the agency and all sub account share the total?

A: Concurrency is set by your plan and your accounts and sub accounts share the total number of on the main account. For agencies thats is now 100.
You can reach out to sales if you would like more concurrent calls on your plan.


Q: Is the billing at the start or the end of each month?

A: Billing happens on your renewal date, you can find this in settings > Plan and billing under the “Next billing” section.


Q: Is it possible to port a sub account from one account Agency to another?

A: At this time it is not possible to import or export entire Sub accounts.


Q: How does the knowledge base work?

A: The knowledgebase works by adding information into it that the agent can pull from when the customer asks about it. This is used for large amounts of information that you dont want to put into the prompt.


Q: How do I buy an Australian number from Synthflow?

A: You will need to provide a valid Address in Australia, and once you had entered that information you will be able to buy an Australian number.