Question 1

Which languages does the AI reply in?

Accepted Answer

Turkish or English based on the business's "Primary language" setting. If the customer writes in another language, the AI replies in the same language.

Question 2

What happens if the AI makes a mistake?

Accepted Answer

Switch the conversation to "Human takeover" and correct the message. The AI learns from your correction (labeled data review).

Question 3

How many channels can connect at once?

Accepted Answer

Channel types are never billed on any plan: one Instagram account, one Telegram bot and web chat are included on every plan. Every plan includes 1 WhatsApp line (via QR today; the official line after Meta approval); each extra WhatsApp line is $19/mo ($15/mo on yearly plans), up to 10 lines in total.

Question 4

Are Outlook and iCal supported?

Accepted Answer

Yes. Use the "Copy iCal URL" button on the Settings tab of the Appointments page and subscribe to that address in Outlook, Apple Calendar or Google Calendar. The feed is ONE-WAY: your appointments show up in your calendar app, but an event you add there does not come back to intusell and does not block that slot. If you share the address without a token, events appear only as opaque "Busy" blocks: customer name, phone and notes are not exposed.

Question 5

Can customers cancel/reschedule on their own?

Accepted Answer

Yes. Each appointment gets an auto-generated link embedded in reminders; the customer opens /manage-appointment/{token} to cancel or reschedule. After a cancel the page shows the 3 nearest free slots and a link to book again. A missed appointment can be moved to a new time from the same page within 7 days, but not cancelled.

Question 6

How does AI suggest slots?

Accepted Answer

AI parses expressions like "tomorrow" or "next Monday" in the business's time zone, checks working hours + conflicts + buffer, and returns 3-5 slots. Rolls forward up to 7 days if the target day is full.

Question 7

Why did a no-show customer not get a message?

Accepted Answer

The automatic rebooking message only goes out if your team marks attendance in the dashboard: at least one appointment must be marked "Attended" in the last 30 days. Where nobody marks attendance the system still counts the appointment as missed but does not write to the customer, because telling someone who came that "we missed you" is worse than saying nothing. If you press "No-show" in the dashboard that condition does not apply and the message goes out right away. Do this after the appointment starts and no later than 2 hours after it ends: an appointment still unmarked at that point turns into "No-show" on its own and the message depends on the condition above. A "No-show" pressed overnight (23:00-08:00) sends nothing, now or later. It is also not sent if that appointment already got one, if it is a group session booking, if the conversation was handed to your team, or if the AI is paused in that conversation or muted for the contact. It is also not sent if reminders are off for that appointment or the customer turned off service notifications. Use the "Attended / No-show" buttons in the Agenda and Day views.

Question 8

Can I define my own stages?

Accepted Answer

Yes, choose "Design it myself" to build a custom pipeline.

Question 9

What exactly do the per-conversation AI modes do?

Accepted Answer

There are three modes. **Live**: the AI replies to the customer directly. **Approval**: the AI drafts a reply and nothing is sent until you approve it (Decisions › Approval Queue). **Shadow**: the AI produces a reply but nothing is sent; useful for watching the model. You switch modes from the picker on the conversation and the setting applies to that conversation only. Silencing the AI in a conversation is not a mode but the single switch at the top of the conversation: **I'll take it** (the AI waits 8 hours), **Pause indefinitely** and **Let the AI continue**. The account-wide AI mode (Intern, Senior, Full approval) is separate; legal and sensitive topics come to this queue in every mode.

Question 10

When I take over a conversation, does the AI also go quiet on web chat?

Accepted Answer

Yes, on every channel. The moment you write a manual reply, the AI waits 2 hours in that conversation (each of your messages renews it) and will not write over you even if the visitor sends another message; when the time is up it returns on its own. After "I'll take it" it waits 8 hours; to stop it indefinitely, tap "Pause indefinitely" in the waiting sentence. In an open handoff (the customer asked for a person), replying from the panel stops the AI until the handoff is closed. A customer who wrote on WhatsApp or Instagram during the wait and got no answer receives one AI reply when the wait ends (when the time is up or when you choose "Let the AI continue"), between 09:00 and 21:00, if the message is not older than 24 hours. (This was broken on web chat for a period; as of 2026-08-30 WhatsApp, Instagram, Telegram and web chat all use the same gate.) On web chat, the reply you write in the panel lands in the visitor's chat window if they still have your site's tab open; on a turn the AI does not answer, the visitor sees a "we have received your message" note. If they closed the tab, the reply does not reach them; files cannot be sent on web chat.

Question 11

Which phone providers are supported?

Accepted Answer

For voice AI, TWILIO ONLY for now. Inbound calls, the IVR menu, agent handoff, call recording and outbound AI calls all run over the Twilio connection. You can also connect NetGSM from My business › Channels › Voice AI Channels, but that connection is for SMS: outbound voice calls and call transfers over NetGSM are refused, and the inbound webhook produces no reply. The honest reason: the NetGSM voice endpoints the old integration assumed did not actually exist; real inbound audio is waiting on SIP media-plane work. The /entegrasyonlar page and the Voice AI Channels page say the same thing.

Question 12

How does outbound (AI calls) work?

Accepted Answer

Four conditions are needed: the Outbound AI Calls module is on, a Twilio connection is set up, the Twilio calling number is added on the Number Warming page, and the person to be called has a call permission on record. The account Owner or an Admin records the permission on the contact card under "Call with AI" › Call permission: how it was given (verbal, written, form, other) and an optional evidence line. The record is your business's declaration; team members can withdraw it. A person without a recorded permission, or who asked not to be called, is not called. The Outbound tab on the Voice AI page and the Number Warming page show which condition is missing. Once they are met, click "Call with AI" on the contact card: enter purpose + Now/Schedule. Immediate calls go through Twilio calls.create; scheduled via QStash delay. Atomic minute reservation (reserve_voice_minute RPC) keeps concurrent requests safe.

Question 13

How to configure IVR + live handoff?

Accepted Answer

Go to Voice AI > IVR Menu to define key options ("Press 1 for Sales, 2 for Support"). If IVR module is on, menu plays first. When customer says "representative", if handoff module + handoff_phone_number are set, Twilio <Dial> transfers directly.

Question 14

How do recordings + transcripts work?

Accepted Answer

When recording is ready, Twilio fires a recording callback. We download with Basic Auth, run OpenAI Whisper transcription, then Claude for 2-3 sentence summary + sentiment, all persisted to voice_sessions. See Dashboard > Voice AI > Recordings.

Question 15

When does the AI learn from a correction I make?

Accepted Answer

Your correction is written to the quality record immediately and the correction learner distils rule summaries from it. Those summaries are NOT fed back into how the AI writes replies today, so you will not see a correction's effect on the next question. The record exists so your team can track AI performance and update behaviour rules by hand when needed. To change the AI's live behaviour, use the Behaviour Library and AI Rules.

Question 16

If I leave the label queue untouched, does the AI keep working?

Accepted Answer

Yes. Label review is NOT an approval gate; it is a retrospective quality tool and the replies have already been sent. If you want approval before sending, switch the conversation to "Approval" mode or the account to "Full approval"; replies then wait in Decisions › Approval Queue.

Question 17

When does the AI summary arrive?

Accepted Answer

It does not arrive on its own: press "AI Weekly Summary" on the screen and the AI comments on the table for the period you picked. The weekly summary e-mail arrives every Monday at 09:00 (Istanbul time) with message, new contact, conversation and paid order counts. The win rate is not in the e-mail; it is on this screen.

Question 18

Where do the loss reasons come from?

Accepted Answer

The reason breakdown comes from the AI's conversation analysis: when a conversation closes the AI classifies the win/loss reason. The loss reason you pick by hand on a deal card is not part of this breakdown; it shows separately in the Sales Pipeline metrics. The report summarises recorded data only, it does not invent estimates.

Question 19

How long does support mode last and can my client see it?

Accepted Answer

Thirty minutes. The session closes by itself when it expires, and signing out revokes every active session. Every entry and every action is written to the audit log, so a client who asks can see who entered and when.

Question 20

How many client accounts can I connect?

Accepted Answer

There is no product-side limit on the number of clients you can connect in the agency panel. Billing depends on each account's own message quota, voice minutes and storage, not on the number of clients.

Question 21

What happens if my webhook fails?

Accepted Answer

A failed delivery (a non-2xx response or a network error) is queued and retried three more times with increasing gaps: 5 minutes, 30 minutes, 2 hours. If all three fail the record stays in `error` state and appears in the webhook log in the dashboard. It is never silently dropped.

Question 22

How do I verify that an incoming request really came from you?

Accepted Answer

Every request carries an `X-Webhook-Signature` header: an HMAC SHA-256 digest of the body computed with your connector secret. Compute the same value on your side and compare; reject the request if it does not match.

Question 23

How do I verify the domain?

Accepted Answer

Add the SPF + DKIM DNS records Resend provides to your DNS panel (Cloudflare, Route53 etc). inTusell support helps.

Question 24

Do I need Meta Business approval to connect WhatsApp?

Accepted Answer

No. You connect your existing number right away by QR code; it does not wait for Meta approval, you just scan the code from your phone. The official Cloud API connection, needed for template messages and higher volume, opens in one click after Meta approval.

Question 25

Do replies to my Instagram story come through as well?

Accepted Answer

Yes. A reply to your story is delivered by Instagram as an ordinary DM and appears in the inbox alongside your other messages. The dashboard does NOT show a separate "story reply" label or the story image; the message is handled like any other DM.

Question 26

Does it reply to Instagram comments automatically?

Accepted Answer

Yes. Post comments land in your inbox and the AI replies. The AI writes a public reply; replying to a comment by private message (Reply with DM) will open after Meta approval. You can switch comments off entirely on the Integrations > Instagram screen. Whether the AI answers comments is set by the “Instagram Comments” switch on the AI screen. The AI does not reply to spam comments carrying links or promotions; you hide or delete those from the panel.

Question 27

I connected Instagram earlier, why are comments not coming in?

Accepted Answer

There are two possible causes. If the Integrations > Instagram card shows the red “Instagram messages and comments are not reaching you” notice, our app could not be installed on your Facebook Page; in that case neither DMs nor comments arrive. Press “Reconnect” in the notice, pick your Page on Meta’s permission screen and approve the “Lead forms” permission: the Page install is done with it. You also get this notice in the panel and by email. If the card shows “Reconnect Instagram to manage comments”, your connection does not carry the comment permission; leave comment management switched on when you reconnect.

Question 28

Does a meeting I add manually in Google Calendar block that slot in intusell?

Accepted Answer

No. The sync is ONE-WAY: intusell → Google. When we book an appointment we write it to the calendar, update it when it changes, delete it when cancelled, but we do not read from Google. Availability and conflict checks look at intusell appointments and working hours. If you also fill your calendar from outside, you need to block those hours in intusell too.

Question 29

If the connection drops, do appointments get lost?

Accepted Answer

No. The appointment itself lives in intusell; the calendar event is only a copy. If the connection drops, new appointments cannot be written to the calendar but they still appear in the dashboard and in reminders. Once you reconnect, later appointments start syncing again; the ones booked during the outage are not back-filled.

Question 30

How do I connect Bitrix24?

Accepted Answer

Dashboard → Integrations → Bitrix24 CRM. If OAuth is enabled, type your Bitrix24 address, click Connect and approve on your portal. Alternatively, create an inbound webhook with CRM permission in Bitrix24 and paste its URL.

Question 31

What does the AI write to Bitrix24?

Accepted Answer

A new contact created with a phone number is written as a contact (deduplicated), with a channel note on the card; a customer warming up to buy who has a phone or email is opened as a new lead. When a conversation closes as won or lost, a summary (outcome, reason, channel, message count, the customer's last three messages; not the full transcript) is added as a timeline note on the lead, or the contact if there is no lead; once per conversation. It does not create deals and does not update existing leads. You can turn this off with the "Write to CRM" toggle.

Question 32

I paid but my plan did not upgrade. What should I do?

Accepted Answer

First refresh the page: activation arrives through two separate paths (the browser return and iyzico's server notification) and completes within seconds. If it still has not upgraded, contact support: cases where the payment was taken but activation did not complete raise an automatic alert on our side and are completed manually. Do NOT pay a second time for the same charge.

Question 33

Where can I see my payments?

Accepted Answer

From the payment list on the Billing screen in the dashboard. It shows your subscription charges with amounts and the iyzico reference numbers. That number is there so you can reconcile with your iyzico statement.

Question 34

Who can change the saved card?

Accepted Answer

Only users with the Owner or Admin role. Changing the card takes a 1 TRY verification charge that is refunded automatically, and the account owner receives a security e-mail whenever the card changes.

Question 35

Where do I get the API key?

Accepted Answer

Trendyol Seller Panel > Integration Info page.

Question 36

What do I need to connect ikas?

Accepted Answer

Your store address and the API credentials you create in the ikas panel (client id + secret). Once connected, products and variants are pulled from ikas's GraphQL Admin API; the sync repeats automatically every 6 hours.

Question 37

I changed a price in ikas. When will the AI quote the new one?

Accepted Answer

After the next automatic sync (within 6 hours). If you do not want to wait, you can trigger the sync manually from the Integrations screen. The AI reads prices only from the synced catalogue; it never makes a price up.

Question 38

Where do I get the API details?

Accepted Answer

Hepsiburada Seller Panel > Integration Center page.

Question 39

How many files can I upload?

Accepted Answer

THERE IS NO COUNT LIMIT: no plan caps the number of sources, so add as many PDFs, Word files, spreadsheets, CSVs, text files, images and websites as you like. The only limit is TOTAL SIZE: Starter 1 GB, Growth 5 GB, Scale 25 GB, Business 100 GB; on Enterprise the same as Business, with increases set in the quote. Track it on the storage bar in the Knowledge Base screen (and on the Billing page); a warning appears in the panel at 80% usage.

Question 40

What do I do when I approach the storage limit?

Accepted Answer

Deleting stale sources from the Knowledge base screen frees space: a deleted source takes its chunks and vectors with it, so the AI stops using that information. If you would rather grow than prune, upgrading your plan raises the storage limit too.

Question 41

Which audio formats are supported?

Accepted Answer

MP3, MP4, WAV, M4A, OGG and WEBM files are supported. Maximum file size is 25 MB. Voice sessions made on the platform are also pulled in automatically.

Question 42

Are recordings secure? What about KVKK / data privacy?

Accepted Answer

Audio files are stored in a private storage bucket and never shared with third parties. Explicit consent is collected at upload time and stored as a hash (consent_text_hash / consent_ip). Personal data such as phone numbers, e-mails, national IDs and card numbers are automatically masked before transcript processing. Deleting a recording also removes its contribution from the playbook; the playbook is regenerated (KVKK right to withdraw consent).

Question 43

How do I mark a call as "won"?

Accepted Answer

On the Knowledge Base page, the Sales Call card has an "Ended in a sale / Did not end in a sale / Not sure" choice for each recording. Only calls marked "Ended in a sale" are included in the sales technique playbook; others feed only the product/FAQ knowledge RAG.

Question 44

Does it also learn sales techniques from WhatsApp chats?

Accepted Answer

Yes. On the Knowledge Base page, the "Learn from your WhatsApp chats" card lets you choose the outcome of each chat file: Ended in a sale, Did not end in a sale or Not sure (Not sure by default). Only from chats marked "Ended in a sale" are up to 5 sales techniques extracted, and they go into the same playbook as sales calls; from the other chats only frequently asked questions are suggested. Names and contact details are masked before the model sees them, and techniques found to contain personal or special-category data are dropped; techniques are not approved one by one, so you can delete them from the list. The raw chat is not stored. The playbook uses the 5 newest won records from each source (calls, WhatsApp); if one source has fewer, the other fills in, up to 10 in total. The learned record shows in the Knowledge Base list with a WhatsApp mark; deleting it rebuilds the playbook.

Question 45

How many calls can I upload per month?

Accepted Answer

The monthly call training quota is 50 a month on every paid plan and on Enterprise; on Enterprise an increase is set in the quote. The quota resets at the start of each month.

Question 46

How is traffic split, and does the same customer always see the same variant?

Accepted Answer

The split happens PER MESSAGE, not per conversation: the variant is re-chosen 50/50 each time a reply is generated. So the same customer may meet tone A on one message and tone B on the next. Read the test as "trying two tones at equal volume", not as "two separate customer groups".

Question 47

What can I vary between the two variants?

Accepted Answer

Only the tone. The knowledge base, prices and custom instructions stay the same for both variants; what you are testing is style, not content.

Question 48

How do I tell which one won?

Accepted Answer

The experiment card shows each variant's exposure count and win rate (%); once each variant reaches 30 exposures a χ² test prints a significance verdict (p-value) as a label. A win is credited to the variant last used in the conversation when the AI classifies it as closed with a sale. Response time and CSAT breakdowns are not on this screen; use the Reports screen for those.

Question 49

Do I have to build the campaign from scratch?

Accepted Answer

No. Tell the AI Campaign Builder your goal (e.g. "win back dormant customers"); it returns a ready segment, copy and channel proposal. You approve or tweak it; you always have the final say before sending.

Question 50

Can I use more than one channel in a single campaign?

Accepted Answer

Yes. You can combine WhatsApp, Instagram, email and SMS in one campaign. On Instagram, only people who wrote to you in the last 24 hours receive it; there are no templates. On the official WhatsApp line (after Meta approval), people who have not written in the last 24 hours are skipped by default; to reach them, choose the "template outside window" policy on the campaign and attach an approved template. On a QR-connected line sending moves slowly to protect your number and has a daily cap; bulk messages to many people can get the line restricted by WhatsApp, so bulk sending is not recommended on a QR line.

Question 51

Does the AI Campaign Builder send messages without my approval?

Accepted Answer

No. The Campaign Builder always prepares a proposal and waits for your approval. Nothing is sent until you approve; you can edit the proposal or reject it entirely.

Question 52

How are opportunity cards created?

Accepted Answer

The AI scans your contact data daily (lead score, last-contact date, creation date and whether that segment was campaigned in the last 14 days) and, when it sees a meaningful opportunity, creates a card with a ready campaign proposal. A card you do not approve sends nothing.

Question 53

How do you know whether a campaign converted to a sale?

Accepted Answer

Each campaign has an attribution window (default 72 hours). If the customer replies within it, the campaign counts a reply; if they place an order that is marked paid, it counts a sale. Payments through an online payment link and won deals are not counted yet.

Question 54

When do segments refresh?

Accepted Answer

Segments are automatic and recalculated when the nightly segmentation job runs; RFM scores (recency, frequency, monetary) are produced in the same job. A newly added customer who matches the rule falls into the segment at the next calculation.

Question 55

If I send a campaign to a segment, does everyone receive it?

Accepted Answer

No. The segment defines the target audience, and the consent gate decides who actually receives it. People without marketing consent, who withdrew it, or who are marked do-not-disturb are filtered out, and the campaign report shows how many were skipped and why.

Question 56

What is the score based on?

Accepted Answer

Six signals: the sales stage of the conversation, how many messages the customer has written, buying and drop-off phrases in the messages, how recent the last message is, whether an appointment was requested, and the contact's past paid orders (+10 when present, returning customer). Channel is NOT part of the score. The result is a 0-100 score updated on each new message. The score is an estimate, not a guarantee: it does not decide the sale for you, it helps you prioritise.

Question 57

What happens when the score rises?

Accepted Answer

A conversation crossing the threshold automatically moves to the matching pipeline stage and is surfaced as a hot opportunity. The thresholds are fixed (60 and above is hot) and cannot be changed in settings. You can turn the automatic stage change off if you do not want it.

Question 58

CSV bulk import columns?

Accepted Answer

Headers are case-insensitive and Turkish aliases are recognised: name (ad, isim), phone (telefon, tel, gsm), email (e-posta, mail), channel (kanal), tags (etiket; comma-separated), company (firma, şirket), address_city (şehir, il), address_district (ilçe) and the KVKK consent columns (kvkk_consent, kvkk_channels, kvkk_purpose, kvkk_source, kvkk_consent_at, kvkk_evidence_url). Name is a single column (first_name/last_name are not read as separate headers); channel_id is derived from phone or email. File upload: 10 MB and 10,000 rows; JSON via the API takes at most 500 contacts per request. Every created and updated contact gets a timeline entry.

Question 59

What happens when I merge two contacts?

Accepted Answer

Primary kept, missing fields filled from secondary, tags merged, conversations/orders/appointments reassigned, LTV/total_spent/total_orders summed, secondary soft-deleted. Merge logged to activity timeline.

Question 60

Why is phone empty on Baileys contacts?

Accepted Answer

If Baileys bridge sends senderId in `@lid` format, this is WhatsApp's internal LID, NOT a real phone number. The system leaves phone NULL (previously it mistakenly recorded the LID as phone). If the bridge resolves the real phone later, it will be filled on next message.

Question 61

When the AI creates an order, does the customer get a payment link?

Accepted Answer

For general orders the customer receives an ORDER-TRACKING portal link where they can see the order, the amount and your seller/bank details. Generating a direct card-payment link is currently specific to the tour and accommodation modules; for e-commerce orders the payment completes in your own store flow.

Question 62

What if the AI opens an order with the wrong amount?

Accepted Answer

The order is created in `pending` state. It is never treated as paid on its own. You can correct or cancel it from the dashboard. The AI reads prices only from the knowledge base and the synced catalogue; making a price up is blocked.

Question 63

Can the AI cancel someone else’s order?

Accepted Answer

No. Before every operation the store’s order-owner e-mail or phone is compared with the contact record. If it does not match, or there is nothing to compare, the AI writes nothing and asks the customer for the order number and the phone on the order.

Question 64

Can the address of a shipped order be changed?

Accepted Answer

No. The AI reads the order state from your store and refuses an address change on a shipped order. It tells the customer what happened and passes the request to your team. It never promises something it cannot keep.

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