How can we help?
Short, plain answers for setting up Vocenya, forwarding your calls, connecting chat and texting, and managing your plan.
Most people start here
- Set up your AI receptionistSign up, enter your business and website, and Vocenya drafts a receptionist for you. Review it, hear it on a test call, start your free trial, then pick your Vocenya number.
- How to forward your business calls to VocenyaKeep your number and forward its calls to your Vocenya number. Most carriers use a short dial code; RingCentral and Google Voice use a setting. Codes for each carrier are below, ready to copy.
- Check that forwarding worksCall your business number from a different phone. If your Vocenya receptionist answers, forwarding works. In Vocenya, you can also open Forwarding and tap Test my forwarding.
- Plans and the free trialEvery plan starts with a 14-day free trial, once per account, with no card needed to start. Plans are month to month. Calls keep being answered past your included minutes; extra minutes go on your next invoice.
Getting started
Set up your AI receptionist, hear it on a test call, get your Vocenya number and go live, step by step.
- Set up your AI receptionistSign up, enter your business and website, and Vocenya drafts a receptionist for you. Review it, hear it on a test call, start your free trial, then pick your Vocenya number.
- Hear it before you go liveDuring signup, Vocenya can call your mobile so you hear your receptionist answer as your business. Test calls are free, last up to 3 minutes and are never saved or sent anywhere.
- Choose and claim your Vocenya numberAfter your free trial starts, search by area code and pick a local US number. Your trial includes one number. Your receptionist answers it as soon as it is set up.
- Go live: add a cardGoing live means forwarding your business number to Vocenya. Add a card in Billing first; then the forwarding steps appear on your Overview page. Nothing is charged until your free trial ends.
- Teach it your businessYour receptionist learns from your website, your Google listing and what you add at signup. After that, edit what it knows on the Receptionist page. Changes apply to the next call.
Phone and forwarding
Keep your business number and forward it to Vocenya: steps and dial codes for each carrier, testing, turning it off and moving your number.
- How to forward your business calls to VocenyaKeep your number and forward its calls to your Vocenya number. Most carriers use a short dial code; RingCentral and Google Voice use a setting. Codes for each carrier are below, ready to copy.
- How to forward calls on AT&T to VocenyaFrom your AT&T phone, dial **21*1, then your 10-digit Vocenya number, then #, and press call. Wait for the confirmation, then hang up. Dial ##21# to stop forwarding.
- How to forward calls on Verizon Wireless to VocenyaFrom your Verizon phone, dial *72, then your 10-digit Vocenya number, and press call. Wait for the confirmation, then hang up. Dial *73 to stop forwarding.
- How to forward calls on Verizon Fios or Business landline to VocenyaFrom your Verizon Fios or Business landline, dial *72, then your 10-digit Vocenya number, and press call. Wait for the confirmation, then hang up. Dial *73 to stop forwarding.
- How to forward calls on T-Mobile to VocenyaFrom your T-Mobile phone, dial **21*1, then your 10-digit Vocenya number, then #, and press call. Wait for the confirmation, then hang up. Dial ##21# to stop forwarding.
- How to forward calls on Comcast Business to VocenyaFrom your Comcast Business phone, dial *72, then your 10-digit Vocenya number, and press call. Wait for the confirmation, then hang up. Dial *73 to stop forwarding.
- How to forward calls on Spectrum to VocenyaFrom your Spectrum phone, dial *72, then your 10-digit Vocenya number, and press call. Wait for the confirmation, then hang up. Dial *73 to stop forwarding.
- How to forward calls on RingCentral to VocenyaIn the RingCentral admin portal, open your number’s Call Handling & Forwarding, add your Vocenya number as a forwarding number and put it first.
- How to forward calls on Google Voice to VocenyaOn voice.google.com, open Settings, then Calls. Add your Vocenya number as a linked number and turn on forwarding to it.
- Ring first vs answer every callAnswer every call: all calls go straight to Vocenya. Ring first: your phone rings, and only calls you don’t pick up go to Vocenya. Ring first uses a different kind of forwarding from your phone company.
- Check that forwarding worksCall your business number from a different phone. If your Vocenya receptionist answers, forwarding works. In Vocenya, you can also open Forwarding and tap Test my forwarding.
- Stop forwardingDial your carrier’s undo code from your business phone, or remove the forward in RingCentral or Google Voice. Calls then ring your business phone again. Turn forwarding off before you cancel Vocenya.
Calls and handoffs
What your AI receptionist does on a call, how it passes callers to you, your team or GH Live agents, call summaries, alerts and languages.
- What happens on a callYour receptionist greets the caller, answers from what it knows about your business, takes their name and number, books if a calendar is connected, passes them to a person when needed, and sends you a summary.
- Hand calls to a person: your team or GH Live agentsWhen a caller needs a person, your receptionist tries a free GH Live agent (if you have GH Live), then your team list, then your transfer number. Whoever answers hears a short briefing first. If nobody answers, it takes a message.
- Call summaries and notificationsAfter each call you get a short summary by app notification and email. In Settings, Notifications you choose which alerts you get, and how: phone app, browser or email. Quiet hours make alerts silent.
- LanguagesStudio voices answer in many languages and switch to the caller’s language automatically; the Value plan and HIPAA mode answer in English and Spanish. Set your main language on the Receptionist page.
Chat, WhatsApp and texting
Put your AI receptionist on your website chat, connect your WhatsApp number and set up business texting with carrier registration.
- Website chatWebsite chat puts your receptionist on your website. Customise it on the Chats page, paste one line of code (or use the WordPress plugin), and reply yourself when a visitor asks for a person.
- WhatsAppConnect your own WhatsApp number through Meta, and your virtual assistant answers WhatsApp messages. Replies within 24 hours are free; Meta bills its template message fees to you directly. Not available in HIPAA mode.
- Texting (SMS)If your plan includes texting, customers can text your Vocenya number and your assistant replies. US carriers first have to approve your business, which usually takes 3 to 10 business days. Anyone who replies STOP is never texted again.
Account and billing
Plans and the free trial, add-ons and the bundle discount, your card, invoices and cancelling, failed payments and HIPAA mode.
- Plans and the free trialEvery plan starts with a 14-day free trial, once per account, with no card needed to start. Plans are month to month. Calls keep being answered past your included minutes; extra minutes go on your next invoice.
- Add-ons and the bundle discountAdd-ons extend your plan: GH Live agents, HIPAA mode, GH Phone, website chat and your own voice. Buy several and the bundle discount takes a percentage off the add-ons. Change them in Billing.
- Update your card, see invoices or cancelIn Billing, tap Manage card, invoices and cancellation. Stripe’s secure page lets you change your card, download invoices and cancel. Cancelling ends your plan at the end of the period you paid for.
- What happens when a payment failsIf a payment fails, we email you and your receptionist keeps answering while the card is retried. Update your card soon: if it is still unpaid after 21 days, service stops until you pay.
- HIPAA modeHIPAA mode is for healthcare practices. We sign a business associate agreement (BAA) with you, your receptionist uses BAA-covered voices, and alerts leave out callers’ details. It is $150 a month.
Integrations
Connect your calendar so the receptionist books appointments, send callers to your CRM or field-service software, and post alerts to Slack.
- Connect your calendarConnect Google Calendar, Microsoft Outlook, Acuity Scheduling, Calendly or Cal.com on the Integrations page. Your receptionist then offers callers open times and books them in.
- Connect your CRM or field-service softwareConnect HubSpot, Salesforce, Jobber, Housecall Pro or ServiceTitan on the Integrations page and turn on Push new callers. Every caller your receptionist captures is created there automatically.
- Zapier, Make and PipedreamAutomation platforms connect Vocenya to other apps. You connect with an API key from the Developers page. Triggers include new lead, call completed, missed call and new booking. The Zapier app is coming soon.
- Slack and NotionSlack posts alerts to one channel: new leads, missed calls, chats waiting for a person, bookings and messages taken. Notion adds a row to a database for new leads, completed calls and bookings.
Mobile app
Sign in to the Vocenya app on your phone, take the calls your receptionist hands to you, and choose which notifications you get.
- Install and sign in to the appSign in to the Vocenya app with the same email and password you use on the website, or with Apple or Google where the app offers them. The app shows your calls, leads, bookings and chats.
- Take handed-off calls in the appAdd yourself to Team calls with Ring in the Vocenya app, then open the Calls tab in the app once. When your receptionist passes you a caller, the app rings while it is open. Accept, and you hear a short briefing first.
- App notificationsThe app alerts you to missed calls, new leads, call summaries, chats waiting for a person and more. Choose them in Settings, Notifications. Quiet hours make alerts silent, except urgent ones if you allow them.
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