Everything on your mind, on a single page.

How long does setup take?

Sign-up has three steps: business details, channel and ready. No consultant or technical team needed. During setup you connect WhatsApp by QR code: you just scan the code from your phone. You connect Instagram later from My business › Channels in one click. How long uploading your website or documents to the knowledge base takes depends on the size of the content.

How long is the free trial?

14 days; during the trial the AI replies to 500 messages. Voice AI minutes come with the paid plans.

Is a credit card required?

No for the trial. If you don't choose a plan when the trial ends, the account stays open and moves to the Free plan: the AI replies to 50 messages a month.

Which calendar views are there?

Six tabs: List, Day, Week, Month, Agenda (the next 30 days, grouped by day) and Insights. The month view shows the number of appointments per day and a summary of the first 3 records. In the day view you can reschedule by dragging an appointment card to another time and dropping it.

Do I have an online booking page?

Yes, every business gets one automatically: intusell.com/book/your-business-name. The customer picks the service, date and time; the system checks for clashes and working hours on its own. You can put the link in your WhatsApp profile, your Instagram bio or your e-mail signature.

Can I create a private booking link for one person?

The groundwork is in place, but there is no button in the dashboard that creates this link yet; it is on the way. For now you share your public booking page, where the customer picks the service and the time.

Can the customer cancel or reschedule on their own?

Yes, in two ways. Every reminder includes a personal management link; from there the customer cancels or picks a new time. If they write "I need to reschedule" in the chat, the AI offers available times, takes the one they pick and moves the appointment to the new time in one step: the appointment is not cancelled and re-created, and the Google Calendar event moves to the new time as well. A missed appointment can be moved to a new time from the same link within 7 days, but it cannot be cancelled.

What happens when the customer cancels?

A customer who cancels from the link sees the 3 nearest free times and a "Reschedule" link on the page. This is page behaviour: the AI does not send a separate message offering alternatives. A customer who answers "3" (Cancel) to the confirmation question in the reminder also has the appointment cancelled, and its pending reminders are dropped.

What is the iCal subscription?

You can add your appointments to Google Calendar, Apple Calendar or Outlook as a subscription. On the Appointments page, in the Settings tab, the iCal Subscription card has a "Copy iCal URL" button; all appointments up to 90 days ahead stay up to date automatically.

How does the AI suggest available times?

In the chat the AI understands phrases such as "are you free tomorrow?" or "would next Monday at 14:00 work?". It looks at working hours in the business's time zone, existing appointments and the gap between appointments, and suggests 3 available times. If the chosen day is full, it looks up to 14 days ahead.

Are no-shows marked automatically?

Yes. A record that still has not been marked "Attended" 2 hours after the appointment ends becomes "No-show"; the scan runs every 15 minutes and an entry is added to the contact's history. If your team has marked at least one appointment "Attended" in the last 30 days, the customer is sent 3 numbered options from your real free times plus a booking link. If marking is never done, the message is not sent: in that case "no-show" is only a guess, and telling someone who did come "we didn't see you" is worse than not writing at all. You mark them with the Attended / No-show buttons in the Agenda and Day views.

What does appointment analytics show?

The Insights tab on the Appointments page covers the last 30 days:

• Visits to the booking page, views of the time list and bookings made
• The conversion rate between these three steps
• A busy-times table by day of the week and hour
• The no-show rate, the reminder confirmation rate and appointments won back from no-shows

Is it synchronised with Google Calendar?

Yes, one way. Appointments the AI opens in chat, and those taken on the online booking page and in the dashboard, are written to your Google Calendar automatically; a reschedule moves the event to the new time and a cancellation deletes it. Group sessions are not written to the calendar. A change you make by hand in Google Calendar does not come back to inTusell.

When is the reminder message sent?

1 day before and 2 hours before, on the channel the customer wrote from (WhatsApp, Instagram DM, Telegram); if they cannot be reached there, by SMS or e-mail. The reminder 1 day before asks for confirmation: "1 Yes · 2 Reschedule · 3 Cancel". The customer answers with the number or in their own words, and the answer is applied to the appointment: "Yes" confirms it, "Reschedule" brings new time options, "Cancel" cancels it. Every reminder also contains a cancel and reschedule link.

How does colouring by service type work?

On the Appointments page, in the Settings tab, you assign a separate colour to each type in the Service Types section. In the Day, Week, Month and Agenda views the left edge line of each card shows that colour, so you can see at a glance which type is busy.

Does inTusell replace my hospital information system?

No. Your hospital information system stays; inTusell handles patient acquisition and follow-up. Treatment records, prescriptions, test results and statutory reporting remain in your existing system. inTusell is the messaging, appointment, quote, travel coordination and follow-up layer. There is no data transfer between the two systems, and no such integration is promised.

Which operational records can a clinic keep in inTusell?

Practitioner and staff calendars, appointment types, session package balances, itemised treatment plan quotes, the patient file (passport, reports, before and after images; beta), signed consent forms, the travel plan (flight, accommodation, transfer, interpreter, visa status), and the referring agency with its commission record (beta). All of these belong to acquisition and coordination, not to the clinical record.

How are an international patient's travel details collected?

When a patient writes their arrival date, how many nights they will stay, whether a companion is coming or that they need an interpreter, the AI notes it on the travel plan card. The coordinator opens the card and the details are already there. Any field the coordinator edits by hand is locked, and the AI never overwrites it again. The card does NOT book hotels or flights, it only records; the team arranges the operation.

What does the patient receive once an appointment is confirmed?

A patient with a travel plan receives accommodation details, transfer details and pre-procedure instructions, sent in sequence roughly two days before the appointment. These are service notifications: they carry no discount or campaign language. If the patient has opted out of contact, nothing is sent.

Does the AI prepare the treatment plan quote?

You build the quote in the panel. With Payment tracking on, the AI can also prepare an itemised DRAFT, but it never sends it. Line items come only from your own product and service list; nothing outside that list is added and no price is invented. The draft lands in the panel and a person reviews and sends it. Clinic quotes carry the note "This document is a preliminary treatment plan. The final diagnosis, treatment plan and price are confirmed at the doctor's examination; no result is guaranteed." by default; you can switch it off in the legal notice settings.

Can the patient sign the consent form on their phone?

Yes. You write the text yourself; inTusell does not supply ready-made consent texts. The patient gets a single-use link valid for 14 days, reads the text, answers any intake questions and signs with their finger. The signed PDF lands in the patient file. The content and medical accuracy of the form are the clinic's responsibility; inTusell only transmits and stores it.

Who can see the health declarations in a consent form?

Answers are stored encrypted and are only readable through the signed PDF. The PDF link is valid for 60 seconds, every opening is written to the audit log, and a user with the "viewer" role cannot open it. The AI does NOT read these answers and they never enter export files. If the patient requests erasure, the signature image, the PDF and the health declarations are deleted.

Can I run remote (online) consultations?

Yes, this feature is in beta. You mark the appointment type as online. With Google Calendar connected, a separate Meet link is generated for each appointment; without it, the fixed meeting room from your settings is used. The link is added to the reminder message and to the patient's appointment management page. If neither is defined, no link is invented, the field stays empty.

Does the system pay the referring agency's commission?

No. inTusell CALCULATES the commission and keeps the ledger; the clinic transfers the money itself. When a deal is won the rate is frozen as it stood at that moment, the report totals per currency, and a row with an unknown exchange rate is left out of the local-currency total. Once you have paid, you mark the row as paid.

Is a Google review requested after the satisfaction survey?

On the rating page, every patient who leaves a rating sees the same button to your Google Business profile, whatever the score, once per conversation. No WhatsApp or SMS message is sent; the patient clicks it if they want to. Google forbids asking only happy customers for reviews, so the button is not limited to high ratings.

Do I have to send birthday messages?

No, it is off by default. When you turn it on, patients with a stored birthday get one greeting a year. This is a commercial message: it is not sent to patients without marketing consent, and an opt-out link is appended.

What does the AI never do, from a health regulation standpoint?

The AI does not diagnose, does not give medical advice and never uses language implying a guaranteed result. For price questions it directs the patient to an examination or consultation, according to your clinic's policy. Every question requiring a medical decision is handed to the physician and the live team. The service is always provided by the clinic; inTusell is only the communication and record infrastructure.

How is a session package balance deducted?

You record how many sessions a product contains, and selling that product opens the patient's balance automatically. Marking an appointment attended deducts one session; reverting the attended mark refunds it. Marking the same appointment twice still deducts once. If the patient holds more than one open package the system does not guess: you choose which one to draw from on the appointment screen.

Can I quote an international patient in their own currency?

Yes. You can write a quote in Turkish lira, dollars, euros or pounds. The exchange rate is frozen the moment the quote is built, so the figure on the document holds even if the patient accepts three weeks later. If the rate is unknown at that moment the lira equivalent is left empty rather than invented. An accepted quote maps to exactly one order; a second acceptance attempt creates none.

Once my store is connected, what can the AI tell my customer?

The full order breakdown: what is in it, its status, whether payment went through, where the parcel is and which city it is heading to. All of it is read from your store at the moment of the question; the AI never invents order contents or a tracking number. If the information is not there it says "let me check and come back to you" and passes the request to your team.

Can my customer change the delivery address from the chat?

Yes, under two conditions: the order must not have shipped yet, and the customer must explicitly confirm after hearing the new address. The AI reads the address back, asks for confirmation, then creates a new address record in your store and points the order at it. If the parcel has shipped it does not change anything: it says what happened and passes the request to your team.

Is it safe to let the AI cancel orders?

Cancellation is irreversible, so the AI checks all of these conditions: the order must belong to that customer, it must be clear which order is being cancelled (by its number, or because it is the customer's only open order), the customer must explicitly confirm the cancellation, and the order must not have shipped. On a shipped order the AI does not cancel; it offers to open a return request instead and your store runs the return under its own rules.

Can the AI reach someone else's order?

No. Before every operation, the order owner's e-mail or phone in your store is compared with the contact record in the conversation. If they do not match, or there is nothing to compare, nothing is written. In that case the AI asks the customer for the order number and the phone recorded on the order.

Where do return and invoice requests land?

They are written as a record into PrestaShop's own Customer Service screen, and your team also gets a notification in the inTusell dashboard. The AI does not approve the return, it only passes the request on; the decision is yours. If the store record cannot be created the request is added to the order as a note and still reaches your team, and the AI tells the customer "I have passed it to our team", not "your case has been opened".

Can the customer pay from the chat?

The money never passes through the chat or inTusell. For a customer who wants to pay by card, the AI sends a ready store cart link with the chosen products; the purchase completes on your own checkout page and the money goes straight to you. For bank transfer or cash on delivery, it can open the order in your store itself. The AI does not generate a separate inTusell payment link and does not collect on your behalf. For a customer who wants to pay by bank transfer it shares your store's own bank details; if no bank-transfer details are configured in your store it does not make up an IBAN, it routes the customer to your team.

Which permissions do I need to grant to connect a store?

The easiest route is the inTusell Connector module: install it in your store, connect from its "Configure" screen, and the module turns the webservice on and grants the permissions itself. You never copy a key. If you prefer to connect by hand, the dashboard walks you through it step by step. Delete (DELETE) access is never requested on any resource; inTusell never removes anything from your store.

How do I know the permissions I granted are still in place?

The "Verify permissions" button on the Store Integrations page asks your store live and lists, row by row, which resource your key can reach with which method. If something is missing you get two routes: one-click "Reconfigure" in the module, or ticking the boxes by hand in the PrestaShop permission table. If it stays missing the system reminds you every seven days.

Do I need to update my module?

The full standard package needs inTusell Connector 1.2.0 or newer. An older module still connects and the product/order sync works exactly the same: on 1.1.0, importing your store policies and answering about opening hours and address stay off; on a module older than 1.1.0, address correction, cancellation and return requests are off as well. The ready cart link for card payment arrives with 1.3.0. The dashboard tells you exactly what is missing.

How does Voice AI work?

The AI holds real-time phone conversations with your customers. On the phone, the standard voice AI speaks Turkish today; on written channels the AI replies in whatever language the customer writes. Phone calls run through the Twilio account you connect. The voice demo you can listen to in the browser runs on a separate live voice service. When the customer joins the line, the AI greets them, answers questions, proposes the right next step for an appointment and logs the call on the contact record. The AI does not create the booking on the phone; your team creates it in the dashboard.

How are inbound calls connected?

On the My business › Channels › Voice AI Channels page, in the Phone Connections section, enter your Account SID, Auth Token and phone number on the Twilio Voice AI card and press "Connect Twilio". The call setting is written to your Twilio account automatically, and the AI answers the next inbound calls. A NetGSM connection is used for SMS only today (reminders and fallback messages); voice AI over NetGSM is not available yet, so voice AI needs Twilio.

Can the AI call the customer itself?

Yes, once four conditions are met: the Outbound AI Calls module is on, your Twilio connection is set up, your Twilio calling number is added on the Number Warming page, and the person to be called has a call permission on record. You record the permission on the contact card under "Call with AI" › Call permission: you choose how it was given (verbal, written, form or other) and, if you like, add a link or a short note as evidence. You obtain and record the permission; the record is your business's declaration. The account owner or an admin records it, and team members can also withdraw it. A person without a recorded permission is not called, and neither is someone who asked not to be called. The Outbound tab on the Voice AI page and the Number Warming page show which condition is missing. Once the conditions are met, press "Call with AI" on the contact card, write the purpose of the call (e.g. "price quote follow-up") and choose "Call now" or "Schedule". A scheduled call is made at the time you picked. The minutes used come out of your plan's voice minutes.

Which modules are there?

7 modules, included on every paid plan; they are not sold separately. You switch them on and off on the Voice AI page:

1. Recording & Transcript: calls the AI starts are recorded, transcribed and summarised
2. Voice Analytics: number of calls, minutes, average duration, successful, inbound, outbound and transferred calls, the customer's overall tone
3. Outbound AI Calls: the AI calls a customer whose call permission is on record; minutes come out of your plan's voice minutes
4. Voice Message Processing: WhatsApp and Instagram voice messages are transcribed and answered
5. Live Handoff: the customer is transferred to a real person during the call
6. IVR Menu: routing by keypad or voice, transfer to a department
7. Custom Voice Profile: choice of voice character

How is the IVR menu set up?

IVR options cannot be edited in the dashboard today: the IVR Menu tab on the Voice AI page shows the options that are defined, and you write to support to set them up (hi@intusell.com). If a menu is defined and the IVR Menu module is on, the menu plays first on an inbound call. Depending on the option the customer presses or says, the call is transferred to an agent or the AI carries on with that topic.

How does Live Handoff work?

If the customer says "representative", "manager", "real person" or "human" during the call, the AI picks it up. If the Live Handoff module is on and a Live Handoff Number is entered in the Modules section, the call is transferred to that number. If there is no number, the AI says it has made a note and that a representative will call back as soon as possible, then ends the call.

What is the minute limit?

By plan: Starter 10 min, Growth 30 min, Scale 90 min, Business 180 min. Enterprise also includes 180 min, then extra packs at $0.39/min. The trial and the Free plan have no voice minutes. Once the included minutes are used, voice AI continues with extra packs at $0.45/min. You buy an extra pack by card from the Extra Minutes tab on the Voice AI page: 100 min $45, 300 min $135 or 1,000 min $450. With no minutes left, voice AI takes no new calls.

How is a custom voice profile chosen?

On the Voice AI page, in the Voice Profiles section, use "New Voice Profile" to enter a name, voice, language, description and sample sentence. If the Custom Voice Profile module is on, the description (voice character) of the profile you "Set Default" is added automatically to the instructions of the voice conversation you start from the dashboard. The voice you pick is not used on the phone yet; the standard voice speaks there.

Where do I see the recordings?

The Recordings tab on the Voice AI page shows each call's direction, date, duration, status and the customer's overall tone (positive, neutral, negative). Calls the AI starts are also recorded, transcribed and summarised.

Is the phone side secure?

Yes. Every call notification from Twilio is checked against Twilio's signature; a forged notification whose signature does not match is rejected and never processed.

Does inTusell replace the school management system (e-Okul)?

No. inTusell does not keep grades, absence records or official student registration; it does not take the place of your school management system. It manages the pre-enrolment process: prospective parent enquiry, introductory tour, offer, decision and post-enrolment parent communication.

Does the AI talk to the parent directly, or does control stay with us?

You choose. Principal approval is optional; setup offers three choices and the default is No approval: the account opens as Intern, and the AI replies to the parent itself.

If you tick Sensitive topics only at setup, only replies about a discount or scholarship request, or about the child’s health, medication or allergy, wait for your approval; the parent is told you will write in the same chat once it is approved. The AI answers everything else on its own.

If you tick Every reply at setup, the account opens in Full approval: WhatsApp, Instagram DM and Telegram replies land as drafts in Decisions › Approval Queue; your authorised person reads them and sends. On web chat too the reply waits in the queue in this mode; once approved it lands in the chat bubble on your site, if the window is still open.

You can change the mode at any time with the AI mode switch in the AI Settings › How it works section under My business › Instructions (it can also be found with ⌘K): turn Full approval on or move to Intern; approval on sensitive topics is in the same section. In every case the AI gives concrete information such as price, address and working hours only from your knowledge base; if it cannot find it, it does not make it up.

Let us write one point openly: when no record in your knowledge base matches the question well enough, the AI can fall back to the general education knowledge that comes with the setup. This industry-default text is general information written by us and has not passed through your approval. This is the real reason you should upload every institution-specific piece of information (fee, capacity, level, transport, enrolment calendar) to the knowledge base.

Does the AI promise a fee or a discount?

It does not. Fee and discount conditions are conveyed exactly as they are only if they are written in your knowledge base; it does not produce figures or commitments outside the defined conditions. Requests outside the rules are transferred to your authorised person.

In schools and nurseries, promises about capacity and places on the waiting list are held to the same line: this rule is taught to the AI as an instruction that cannot be changed, and it is not cut even when the instructions are shortened. The AI does not say "I have reserved your place" or "the last three places"; if capacity is full it says so honestly and explains the waiting list. We state openly that this is an instruction given to the AI: it is not an automatic filter that stops and changes the reply before it is sent.

How are student and parent data protected?

Fields belonging to the student such as name and year of birth are not extracted automatically from the chat by the AI; only your authorised person processes them with the parent's confirmation. In nurseries, health and allergy detail is not collected in the chat; it is left to the enrolment meeting. Bulk announcements pass through a consent filter by person, channel and purpose.

Is it suitable for nurseries, tutoring centres and language schools too?

Yes. During setup you choose the institution type: private school, nursery-kindergarten, tutoring-study centre, language school or general course. What genuinely differs by type is the knowledge base and the objection responses: private school, nursery-kindergarten, tutoring-study centre and language school each have their own ready-made knowledge items, tracking indicators and objection set (19 objection responses in private school, 15 in nursery, 12 each in tutoring centre and language school). The welcome language and the AI persona also differ across these four types; the general course uses the general Education & Courses default as it is. The enrolment flow, however, splits into two rather than five: an 8-stage tour funnel in school and nursery, and a 7-stage trial lesson funnel in tutoring-study centre, language school and general course.

How long does setup take, which channels are connected?

The way of connecting varies by channel: Instagram in one click with your Meta account (DM and comment replies turn on once connected); WhatsApp right away by scanning a QR code from your phone (the official Cloud API line in one click after Meta approval); web chat by adding a single line of <script> code to your site; and Telegram by pasting the bot key you get from BotFather into the panel; Telegram is not one-click. Sign-up is three steps and needs no consultant. When you choose the institution type, the enrolment funnel and working hours come ready, and in schools and nurseries the introductory tour appointment type too; you train the AI with your own institution by uploading your website or documents to the knowledge base.

Can I change the institution type later?

Yes. On the My business › Business Info page you pick the new type from the Institution type selector. You can change your industry on the same page: choose it from the Industry list, then press "Apply industry defaults". The preview that opens shows what will change in the AI persona, sales flow, custom fields, templates and menu; customisations you made by hand are kept.

Do introductory tour appointments land in our calendar?

If Google Calendar is connected, the one-to-one appointments the AI opens inside the conversation, the ones you create by hand from the panel and the ones a parent books themselves from your public booking page (school tour, enrolment meeting) are written to your calendar. If the parent reschedules in the chat or from the management link, the calendar event moves to the new time; if they cancel, it is deleted. The flow is one way: a change you make by hand in Google Calendar does not come back to the panel. Group sessions with capacity (introductory meeting, trial lesson) do NOT come ready in the setup; you define the weekly session schedule from the panel yourself, and only then does the AI start offering sessions. Session occupancy and the participant list appear on the appointment screen; calendar sync does not work for these records.

What happens if a duplicate prospective parent record is opened?

The merge decision always belongs to a human; the system does not merge two records on its own. When you merge, consent withdrawals are preserved: if one of the two records said "STOP", the merged record counts as withdrawn as well. Referrer information and custom fields are collected in the main record.

How many channels can I connect, is there an extra charge?

Channel types are not charged on any package: you can connect WhatsApp, Instagram, Telegram and web chat at the same time. The package price is set by the monthly message count, voice minutes and storage. On the official WhatsApp (Cloud API) line, Meta bills its own per-message fee to your business directly; from October 1, 2026 replies are charged too, with the first 1,000 replies per number each month free. Lines connected by QR have no Meta fee. Every package includes 1 WhatsApp line; if you want a separate WhatsApp number per branch or team, each extra line is $19/mo ($15/mo if your main plan is yearly), up to 10 lines in total.

E-mail is not a conversation channel today. inTusell can send the parent an e-mail, but the parent’s reply to it does not reach the panel yet; this is coming soon. You cannot connect your own corporate e-mail inbox, and the parent cannot start a conversation by writing to you by e-mail.

What is an agency account?

An agency account lets you manage several client businesses from one dashboard. Your account becomes an agency account once your partner application is approved.

How is security handled when you enter a client's dashboard?

Every access session is limited to 30 minutes, and throughout the session a banner at the top of the dashboard shows which client account you are in. Every entry and exit is written to the agency account's audit log.

How is the partner commission calculated?

As long as the customer you referred keeps an active subscription, you earn 30% of the monthly subscription fee (excluding VAT) as commission every month. To open your first payout request, at least 3 customers must have moved to a paid plan, and a 30-day approval period runs from each customer's first payment. Details are in the Partner Agreement.

How is CSV used to add contacts in bulk?

Click the "Import CSV" button on the Contacts page. The columns read (not case-sensitive) are name, phone, email, channel, tags (comma-separated), company, address_city and address_district; their Turkish names are recognised too. First and last name are split from the name column. Files can be up to 10 MB and 10,000 rows. Every contact that is added or updated gets an import entry in its history.

Can I merge two contacts?

Yes. Use the "Merge with Another Contact" button on the contact card, or select two contacts in the Contacts list and choose "Merge Selected". When you merge from a contact card, the open contact stays as the main record. Tags are combined, and conversations, appointments, orders, notes and deals move to the main record. The merge is written to the contact's history.

What does the contact history show?

Every event about the customer in one stream:

• Messages and voice calls (made, missed)
• Appointments (created, completed, cancelled)
• Orders (placed, paid, refunded)
• Notes, tag and score changes
• Segment changes, handover to your team and its resolution
• Details the AI picked up from the conversation, consent records, e-mails sent and opened

It appears in the Notes tab of the contact card.

How does UTM tracking work?

The chat bubble you add to your site records the ad parameters in the page address (utm_source, utm_medium, utm_campaign, utm_content, utm_term) together with the visitor. When the visitor starts a chat, this information moves to the contact card: empty ad fields on the card are filled in and you can see which ad the customer came from.

Why is the number empty for some contacts on a QR-connected WhatsApp line?

For some accounts WhatsApp sends a hidden ID instead of the real phone number. inTusell does not save that ID as a phone number: it creates the contact with its name and leaves the number empty. If the real number becomes known later, it is filled in automatically.

How do segments work?

Every day, contacts are grouped automatically by last interaction, number of conversations and total paid orders: VIP, Loyal, Active, At Risk, Dormant, New and Lost. The segment badge shows on every row of the Contacts list, and the Segment Filter lists the customers in a group.

Can the team add internal notes to a conversation?

Yes. You can add notes to any conversation that only your team sees; mention a teammate with @ and they get a notification. The customer never sees these notes. When you close a conversation that was handed to your team, you also record its outcome and a note.

When is the satisfaction survey (CSAT) sent?

The survey goes out once a day (16:30 UTC) to closed conversations. The conversation must have been closed as won or lost, at least 24 hours and at most 7 days ago. The customer must have written at least two messages, and two hours must have passed since their last one. If there is an open handover or an unpaid order, no survey is sent. A 1-5 star link is added to the message; WhatsApp, Instagram, Telegram and web chat are supported (on Instagram only if the customer wrote in the last 24 hours). You switch the survey on and off in the Satisfaction survey (CSAT) card on the Advanced AI Settings page; results appear in the CSAT score card on the Sales Funnel page.

Can the contact history be sent to another app?

There is no outside access to the contact history today; it is shown in the dashboard, in the Notes tab of the contact card. If you use Bitrix24, new contacts and hot leads are also written to Bitrix24 once you turn the connection on; no deals are created. The Bitrix24 connection is in beta.

When does someone who fills in an ad form hear from us?

As soon as a Meta ad form (Lead Ads) arrives, the AI sends the person a first message on WhatsApp; if it cannot be delivered and you have an SMS provider connected, it goes by SMS. The time from form to first message is measured for every person and shown on the Lead Ads page as a 30-day average. People who withdrew consent or said "stop messaging" are not contacted even when a form arrives, and nobody is contacted while your message quota is used up. The row shows "Blocked" with the reason. Requires a Meta Lead Ads connection; Google Ads forms are out of scope.

Does the AI follow up customers who stop replying?

Yes. When a customer goes quiet after the AI's reply, it writes up to three times at intervals that fit your industry. Each message is freshly written from the last topic and never sent outside business hours (09-21 if you have not set hours). The follow-up stops when the customer replies, books, pays for an order or says "stop messaging"; anyone who says "stop" gets no marketing message for 90 days. A customer who shows they are ready to buy is flagged to your team at once. Web chat cannot receive messages on its own initiative, so follow-up runs on WhatsApp, Instagram and Telegram. Follow-up is on for paid plans and does not run on the Free plan.

Who is responsible for my data?

inTusell carries two separate capacities depending on the data set it processes.

inTusell is the data controller for the data belonging to its relationship with its own customer (that is, you): account information (name, e-mail, phone), invoice and payment records, support correspondence, usage data and marketing communication. For this set inTusell determines the purpose of processing, so you deal with inTusell directly.

The data controller is the institution using the service for the end-customer data collected through the platform: contact records, conversation and message content, appointments, sales opportunity and order records, knowledge base content and voice recordings. For this set the school, clinic, pharmacy, agency or shop determines the purpose; inTusell processes the data as a data processor, only on the institution's instructions.

The practical result is this: as a parent, patient or consumer you direct your deletion, access or correction request first to the institution that collects your data. inTusell handles such requests that reach it by informing the institution concerned and following the institution's instructions; it does not decide on the request on its own. If you do not know which institution processes your data, you can write to hi@intusell.com.

Detailed distinction and our processor obligations: KVKK Privacy Notice §1.

Where is my data stored?

In a data centre in the EU (Frankfurt). All institutions share the same database; isolation between institutions is provided not with a separate database but with an access rule applied to every record by institution, plus an institution filter applied again on the server. The list of service providers that process the data is in the KVKK Privacy Notice §5.

How long does a data deletion request take?

It is queued the moment you create the request. The deletion job runs once a day, so the destruction can take at most 24 hours to start. Once it has started, it completes in a single run; if a technical error occurs while deleting an account, it is retried on the following days, at most 3 times.

Can a deletion be undone?

No. The request becomes final the moment it is queued; there is no function on the platform that cancels a deletion request. So be sure before you create the request; deleted data cannot be brought back.

If you want a copy before deleting, you can use the Download My Data (JSON) button on the My business › Business Info page (once a day).

Which data continues to be kept?

Under KVKK art. 28 and GDPR art. 17/3, records the law requires us to keep are not deleted: invoices and commercial records for 10 years, access logs for 3 years (details in the KVKK Privacy Notice §6.2). Statistical data that cannot be linked to a person is kept as well.

Is any data deleted or anonymised automatically?

Yes. Time-based jobs run every night or every week, for example:

• Integration request records are deleted after 30 days
• Notification records from connected services are deleted after 60 days
• Customer memory summaries: in records with no activity for 6 months, details that identify the person are replaced with pseudonyms by a weekly job
• Call records and voice conversation details are cleaned up after 365 days

Voice recording files stay in your Twilio account; you manage them from Twilio. Other data is kept for as long as the service relationship continues and is destroyed on a deletion request. The end of a subscription does not on its own lead to data deletion: the account moves to the Free plan and the records are kept.