Everything on your mind, on a single page.

How long does setup take?

Sign-up + the onboarding flow take 5 minutes. Connecting WhatsApp/Instagram adds another 2 min. Uploading the knowledge base (PDF/URL) varies with content size — AI indexing takes 1-5 min.

How long is the free trial?

14 days with all features open, limit: 100 messages + 5 minutes of voice conversation.

Is a credit card required?

No for the trial. Choosing a plan is mandatory when the trial ends.

Which calendar views are there?

5 modes: List, Day, Week, Month and Agenda (the next 30 days, grouped day by day). In the Month view, each day shows the appointment count + a summary of the first 3 records. In the Day view you can postpone an appointment by dragging and dropping its card onto another hour (drag & drop).

Do I have an online booking page?

Yes — automatic for every tenant: intusell.com/book/{business-slug}. The customer picks the service type + date + time, and the AI automatically checks conflicts and working hours. You can put the link in your WhatsApp bio, on your Instagram profile or in your e-mail signature.

How is a one-off private booking link created?

You generate a token with the Private Booking Link button on the Appointments page. The URL format is /book/{slug}?token=XXX, valid once (or for as many max_uses as you specify) and until the expiry date you set. Ideal for sending a link meant for a single person during a sales conversation.

Can the customer cancel/postpone on their own?

Yes. The cancellation_token generated automatically for every appointment is added to the reminder message. When the customer clicks it, they can cancel or postpone from the /manage-appointment/{token} page.

What does the AI do when the customer cancels?

The AI automatically suggests 1-2 alternative slots at nearby hours over WhatsApp/Instagram. If the customer's tags contain reservations_paused, dnc, do_not_contact or opted_out, no message is sent (respect for privacy).

What is the iCal feed?

You can subscribe to your calendar from Google Calendar / Apple Calendar / Outlook. You get the URL with the "Copy iCal URL" button on the Settings > Appointments page — all appointments up to 90 days ahead sync automatically.

How does the AI suggest a suitable time?

During the messaging the AI understands phrases such as "are you available tomorrow?" / "would next Monday at 14:00 work?" and suggests 3-5 suitable slots by calculating working hours + existing conflicts + buffer in the tenant time zone. If the chosen day is full, the AI moves forward by up to 7 days.

Are no-shows marked automatically?

Yes. A cron runs at 18:15 every day — records whose time passed more than 2 hours ago but are still scheduled/confirmed are automatically set to missed. An entry is written to the contact timeline.

What does the booking funnel analytics show?

/api/analytics/appointments for the last 30 days:

• Landing page open count
• Slot views
• Bookings (public booking)
• Conversion rate between the three stages
• 7×24 heat matrix — which hour/day is busy
• No-show rate (missed / (attended + missed))

Does it synchronise with Google Calendar?

Yes — 2-way sync. All appointments taken from the online booking page and from the dashboard land in your Google Calendar automatically, and cancellations/updates made on the Calendar side are reflected back to us.

When is the reminder message sent?

Automatic reminders 1 day before and 2 hours before via QStash — over WhatsApp, Instagram DM, Telegram or e-mail. The message is personalised with the tenant's AI persona. Every reminder also contains a cancel/postpone link.

How does colouring by type work?

You assign a separate colour to each type from Settings > Appointment Types. In the Day / Week / Month / Agenda views the left border line of the cards shows this colour — you see at a glance which type is busy.

How does Voice AI work?

The AI holds real-time phone conversations with your customers — natural voice in 90+ languages. The 30-second demo you can listen to in the browser runs on Gemini Live technology. When the customer joins the line, the AI greets them, answers questions, books appointments and writes the record into the CRM.

How are inbound calls connected?

Enter your credentials from the Settings > Phone > Twilio or NetGSM tab. For Twilio: Account SID + Auth Token + Phone Number; for NetGSM: usercode + password + header + DID number. The webhook URL is registered automatically, and subsequent inbound calls are answered by the AI.

How does outbound (the AI starts the call) work?

The "Call with AI" button on the contact detail page — write the purpose (e.g. "price quote follow-up") + "Call now" or "Schedule". An instant call goes through Twilio; for a future date it is triggered with a delay via QStash. All calls are recorded in the voice_sessions table + deducted from the minute quota.

Which modules are there?

8 modules — open depending on the plan:

1. Recording & Transcript — text with OpenAI Whisper after the call + Claude summary + sentiment
2. Voice Analytics — minutes, conversion, customer score
3. Outbound AI Calling — the AI calls the customer
4. Voice Message Processing — WA/IG voice messages transcribed with Whisper
5. Live Handoff — the "agent" keyword → a real <Dial> transfer
6. IVR Menu — DTMF + speech routing
7. Multi-language — 90+ languages
8. Custom Voice Profile — voice character selection

How is the IVR menu set up?

You define the options from the Voice AI > IVR Menu page (e.g. "Press 1 for Sales, 2 for Support"). If the tenant's ivr module is on, the menu plays first on an inbound call and, according to the digit the customer presses, the AI routes to a specific department or, if action=transfer, connects directly to an agent.

How does Live Handoff work?

If the customer says a word such as "agent", "supervisor" or "manager" during the conversation, the AI detects it automatically. If the handoff module is on and a Handoff Number is set, they are routed directly to that number with the Twilio <Dial> command. If there is no number, the AI says "I have made a note, we will call you as soon as possible" and hangs up.

What is the minute limit?

Plan-based: Starter 10 min, Growth 30 min, Scale 90 min, Business 180 min, Enterprise unlimited. When it runs out, extra minute packs (100/300/1000 min) can be purchased with Stripe checkout. The atomic reservation system (reserve_voice_minute RPC) makes parallel calls safe.

How is a custom voice profile chosen?

From the Voice AI > Voice Profiles page, "+ New Profile" — Gemini voice ID (default/nova/shimmer/echo/onyx/fable), language, sample text, description. When you say "Make default", this voice is used on all new calls. The persona description is injected into the system prompt automatically.

Where do I see the recordings?

The Voice AI > Recordings tab — for every call: recording link (mp3), transcript, AI summary, sentiment (positive/neutral/negative), duration, cost. Recording URLs are automatically downloaded with Twilio Basic Auth and run through Whisper — you only see the result.

Security — are webhooks verified?

Yes. All Twilio webhooks (inbound + outbound + recording callback) are verified with HMAC-SHA1 through the X-Twilio-Signature header. For NetGSM there is the NETGSM_WEBHOOK_TOKEN shared secret. Polluting the mesh with a fake webhook request is impossible.

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?

In school and nursery setups, WhatsApp, Instagram DM, Messenger and Telegram replies fall into the approval queue as drafts; your authorised person reads them and sends.

The approval queue works on these four channels. Web chat and e-mail do not enter this queue: the AI answers a question coming from the chat bubble on your site directly, and the e-mail reply also goes out without waiting for approval. If you want to keep web chat under the control of your authorised person as well, you need to keep the widget switched off and direct the parent to WhatsApp.

You can switch off approval mode and move to instant replies with "AI Reply Approval Mode" under Panel > AI > Advanced Settings. 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.

Promises about capacity and place in the queue are held to the same line: this rule is taught to the AI as an instruction that cannot be changed, and it is not trimmed even if the prompt budget gets tight. 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 write openly that this is a prompt rule: it is not a deterministic filter that cuts 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. Health and allergy detail is not collected in the chat, it is left to the enrolment meeting. Bulk communication passes through a consent filter based on 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, KPIs 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 broad 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 DM and Messenger in one click (Meta OAuth); WhatsApp by scanning a QR code from your phone or with the official Cloud API; web chat by adding a single <script> line to your site; Telegram by pasting the bot token you get from BotFather into the panel — Telegram is not one-click. Setup takes 5 minutes on average. When you choose the institution type, the enrolment funnel, the introductory tour appointment type and the working hours arrive ready; you train the AI on your own institution by uploading your website or your documents to the knowledge base.

Can I change the institution type later?

The institution type (private school, nursery-kindergarten, tutoring-study centre, language school, general course) is chosen during setup. You can change your industry from the panel: Settings > Company Settings > Industry, then "Apply industry defaults". The preview that opens shows what will change in the AI persona, sales flow, custom fields, templates and the menu; the customisations you made by hand are preserved. To change the institution type after setup, writing to our support team is enough — there is not yet a separate institution type selector in the panel.

Do introductory tour appointments land in our calendar?

If Google Calendar is connected, the one-to-one appointments the AI opens inside the conversation and the ones you create by hand from the panel (school tour, enrolment meeting) are copied to your calendar.

Two situations are currently out of scope: when the parent books an appointment themselves from your public booking link (/randevu/...), that appointment is not copied to Google Calendar, and when the parent postpones from the appointment management link, the existing event on the calendar is not updated. In both cases the appointment record and the reminders in the panel are correct; the one left behind is Google Calendar. If most of the tours come from that link, treat the panel screen as the real source. Group sessions with capacity (introductory meeting, trial lesson) do NOT arrive ready in the setup — you define the weekly session schedule from the panel yourself, and only then does the AI start suggesting sessions. Session occupancy and the participant list are visible on the appointments 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 primary record.

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

The number of channels is not charged on any package. The price depends only on the monthly message count and the voice minutes; you can connect WhatsApp, Instagram DM, Messenger, Telegram and web chat at the same time.

E-mail stands apart: it is not a channel connected from the panel. When the parent replies to the e-mail inTusell sent them, that reply falls into the same conversation and the AI continues from there. You cannot connect your own corporate e-mail inbox, and the parent cannot start a conversation by writing to you by e-mail from scratch.

What is an agency account?

An agency account lets you manage more than one customer tenant from a single panel. It is activated automatically when you join the partner programme.

How is security ensured when accessing customer data with impersonate?

Every session is limited to 30 minutes. The tenant banner and the audit_logs table leave a permanent trace — the customer can see every access if they want.

How is the partner commission calculated?

A lifetime 30% commission is processed for every month the newly registered customer pays. In monthly periods it is calculated at the month-end close and paid on the 15th.

How is CSV used to add contacts in bulk?

The "Import CSV" button on the Contacts page — accepted columns (case-insensitive): name, phone, email, channel, channel_id, tags (comma-separated), company, first_name, last_name, address_city, address_district. Files up to 10 MB, 10,000 rows. For every successful row a "CSV import" activity is written to the contact timeline.

Can I merge two contacts?

Yes. The "Merge" button on the contact detail page — choose one of the two contacts as "primary" and the other as "secondary". Primary fields are preserved, the fields missing from the primary are filled in from the secondary, tags are combined, total_spent/total_orders/ltv are summed, and conversations and appointments are linked to the primary. The merge log is written to the activity timeline.

What does the contact timeline show?

All customer activities — 22 activity types with coloured icons:

• Message (in/out), voice call (made/missed)
• Appointment (created/completed/cancelled)
• Order (placed/paid/refunded)
• Note added, tag changed, score changed
• Segment transition, handoff started/resolved
• AI extraction, KVKK consent, e-mail sent/opened

It appears automatically under Notes on the contact detail.

How does UTM tracking work?

When the page loads, the widget (intusell.com/widget.js) generates a visitor_id in localStorage and POSTs the UTM parameters in the URL (utm_source, utm_medium, utm_campaign, utm_content, utm_term) + referrer + landing page to the /api/public/track endpoint. When the customer starts the chat, the visitor_id is bound to the contact — the ad attribution appears on the contact record.

Why is the phone number empty on a Baileys (QR-code WhatsApp) connection?

If the senderId coming from the Baileys bridge is in 12345678@lid format, this is WhatsApp's internal LID (Local ID) — it is not a real phone number. Previously the system used to delete the @lid suffix and save it as a "phone number" (wrong). New behaviour: if it detects a LID, phone = NULL is left, and the name and channel_id are saved. If the real phone is resolved by the bridge, it is filled in on the next message.

How do segments work?

Dynamic RFM segmentation (cron 16:00): automatic categories over Recency (last interaction), Frequency (conversation count), Monetary (total_spent) — vip / loyal / active / at_risk / dormant / new / lost. Segment > drill-down shows the list of matching customers. The segment badge is at the top right of the contact card.

Are there conversation-level internal notes?

Yes. internal_notes for every conversation — you can @mention your teammates (mentioned_user_ids) and a notification goes out. The customer cannot see these notes — they are internal only. Adding an outcome + note before closing the conversation writes a record to the handoff_resolutions table.

When is the CSAT (satisfaction survey) sent?

Automatically 1 hour after the conversation becomes status='closed' (daily cron at 16:30). The tenant's csat_enabled flag must be on. A 1-5 star link is added to the message — WhatsApp/Instagram/Telegram/Facebook/Web Chat all supported. The results appear on the dashboard > Analytics > CSAT card.

How is contact activity analytics pulled?

/api/contacts/[id]/activities?limit=50 — a REST endpoint. The ContactDetail page in the dashboard calls it automatically; if you have third-party CRM integrations you can also use it as an API (auth required, tenant isolation automatic).

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 SaaS customer: account information (name, e-mail, phone), invoice and payment records, support correspondence, usage/telemetry data and marketing communication. In this set inTusell determines the purpose of the processing, therefore your counterparty is 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/order records, knowledge base content and voice recordings. In this set the purpose is determined by the school, clinic, pharmacy, agency or store; inTusell processes the data as the data processor, only on the instruction of the institution.

The practical result is this: as a parent, patient or consumer you must direct your deletion, access or correction request primarily to the institution that collects your data. inTusell meets such requests reaching it by informing the relevant institution and in line with the institution's instruction; it does not decide about the request on its own. If you do not know which institution processes your data, you can write to alikemal@intusell.com.

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

Where is my data stored?

Supabase PostgreSQL, in the Frankfurt (eu-central-1) region. All institutions share the same database project; isolation between institutions is provided not with a separate database but with row level security (RLS) and an explicit tenant_id filter on the server side. Backups are kept encrypted for 35 days.

How long does a data deletion request take?

It is written to the queue the moment you create the request. The job that runs the deletion cascade runs once a day, therefore the destruction can take at most 24 hours to start. Once it has started, the operation is completed in a single pass; if there is a technical error, it is retried at most 3 times.

Can a deletion be undone?

No. The request becomes final the moment it is written to the queue — 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 to take a copy before the deletion, you can use the Download My Data (JSON) function on the Panel > Settings screen.

Which data continues to be retained?

Pursuant to Article 28 of the KVKK (Turkish Personal Data Protection Law No. 6698) and Article 17/3 of the GDPR, billing records within the scope of tax legislation are not deleted. Statistical aggregate data is also retained (it cannot be linked to a person).

Is there data that is deleted or anonymised automatically?

Yes, a time-based automatic job runs in three places:

• Integration request records — deleted after 30 days (daily job)
• Webhook event records — deleted after 60 days (daily job)
• Customer memory summaries — on records with no activity for 6 months, the summary and the topic headings are anonymised by a weekly job

Data other than these is retained for as long as the service relationship continues and is destroyed upon a deletion request. The end of the subscription does not on its own lead to data deletion — the account moves to the free/expired state, the records are preserved.