Common Troubleshooting

Quick fixes for the most common issues.

The assistant won't chat

• This usually means no AI provider is connected. Open Integrations, choose AI Agents, and connect OpenAI or Anthropic with a valid key.

Calls are not going out

• Confirm your campaign is active and within calling hours.
• Confirm a telephony provider is connected and you own at least one phone number.

Number purchase fails

• Make sure a telephony provider is connected under Integrations.
• Try a different area code if none are available in the one you chose.

A2P is still pending

• Registrations take time to be reviewed. Confirm your business profile is complete and your details are consistent, then wait for approval.

Tips

• If a problem persists, the assistant can create a support task so the team can help.

Connecting Telephony and AI Providers

Before you can call, you need two kinds of providers connected: an AI provider to power your agents and the assistant, and a telephony provider to place calls.

Connect an AI provider

1. Open Integrations and choose AI Agents.
2. Select OpenAI or Anthropic and enter your API key.
3. Save. This key powers your agents and the in-app assistant.

Connect a telephony provider

1. Open Integrations and choose Telephony.
2. Select your provider, such as Twilio, Telnyx, SignalWire, Plivo, or Sinch.
3. Enter the credentials it asks for and save.

Tips

• You need a telephony provider connected before you can buy numbers.
• If chat or calls fail with a key error, reconnect the relevant provider.

Getting Started with VoiceUni

This guide walks you through the first steps to make your first calls with an AI agent.

Steps

1. Connect an AI provider (OpenAI or Anthropic) under Integrations so your agents and the assistant can work.
2. Connect a telephony provider (such as Twilio, Telnyx, SignalWire, Plivo, or Sinch) under Integrations.
3. Buy at least one phone number on the Phone Numbers page.
4. Import your contacts and save them as a lead list on the Leads page.
5. Build an agent in the AI Agent Studio.
6. Create a campaign, attach the agent, choose your numbers and lead list, and set your calling hours.
7. Start the campaign during your calling hours and watch results in Analytics.

Tips

• Complete your business profile and compliance steps before large campaigns.
• The in-app assistant can answer questions along the way and help you build a campaign.

Working with Multiple Locations

If your business has more than one location, you can switch between them and keep data separate.

Switch locations

1. Use the location selector at the top of the app.
2. Choose the location you want to work in.
3. The pages you view, such as Campaigns and Leads, now show that location's data.

Tips

• Lead lists, campaigns, and integrations can be set up per location.
• The assistant respects your active location, so its answers and any campaign it builds apply to the location you have selected.

A2P Steps After the Assistant Builds Your Campaign

When your campaign includes SMS, you must complete A2P registration before texting at scale. The assistant prepares the registration copy for you but never submits it.

What to do

1. Open the A2P page under Compliance.
2. Review the description and sample messages the assistant prepared.
3. Confirm your business profile details are complete.
4. Submit the registration yourself and wait for it to be reviewed.

Tips

• The assistant creates a task reminding you to submit A2P, with a link to the right page.
• Approval can take time, so submit early and plan your SMS launch around it.

Build a Campaign with the Assistant

The in-app assistant can build a campaign with you, end to end. You describe what you want, answer a few questions, review a preview, and confirm.

How it works

1. Open the assistant and describe the campaign, for example: "Build an outbound solar campaign in area code 305 with 2 numbers."
2. The assistant asks clarifying questions, including which channels to use (voice, SMS, or both) and which lead list or tag to target.
3. It drafts an agent, finds available numbers with prices, and assembles the campaign.
4. It shows you a preview with the agent, the numbers and total cost, the channels, and the lead targeting.
5. You confirm to build, or cancel. Nothing is purchased until you confirm.

What happens after you confirm

• The numbers are purchased and the campaign is created, but it stays inactive.
• You start the dialer yourself from the Campaigns page when you are ready.

Tips

• Connect your telephony and AI providers first, or the assistant cannot complete the build.
• Ask for exactly the numbers you want; the assistant will not add extras.

What the Preview Screen Means

Before the assistant buys anything or creates a campaign, it shows a preview so you can check everything first.

What's on the preview

• The drafted agent and its purpose.
• The phone numbers it will buy, each with its price, plus an estimated total.
• The campaign summary: name, channels, and calling details.
• The lead list or tag it will target.
• An A2P notice when messaging needs registration.

Your choices

• Confirm and build: the assistant purchases the numbers and creates the campaign (inactive).
• Cancel: nothing is purchased and the draft is discarded.

Tips

• Review the total cost and the number count before confirming.
• If something is wrong, cancel and tell the assistant what to change.

Business Admin

Business Admin is where you manage your business settings, team members, and their access.

Common tasks

1. Open Business Admin from the left navigation under Administration.
2. Review your business details and team.
3. Invite team members and set what each can access.

Tips

• Give people only the access they need.
• Keep your team list current as people join or leave.

Location Management

Location Management lets you set up and manage the locations within your business. Many parts of VoiceUni can be scoped to a location.

Common tasks

1. Open Location Management from the left navigation under Administration.
2. Add a location or edit an existing one.
3. Assign team members and settings to the location.

Tips

• Use the location selector at the top of the app to work within a single location.
• Lists, campaigns, and integrations can be scoped per location, so set them up where they belong.

Agent Scheduling

Agent Scheduling lets you control when agents are active so calling lines up with your team's coverage and your customers' availability.

Common tasks

1. Open Agent Scheduling from the left navigation under Agent Management.
2. Set the days and hours an agent should be active.
3. Save the schedule so dialing only happens during those windows.

Tips

• Align agent schedules with your calling hours and time zones.
• Avoid scheduling outside the hours your team can handle transfers or follow-ups.

Agent Scripts

Scripts let you save and reuse the wording your agents follow on calls. A good script keeps your messaging consistent across campaigns.

Common tasks

1. Open Scripts from the left navigation under Agent Management.
2. Create a new script or edit an existing one.
3. Write the opening, the key questions, and how to handle common responses.
4. Save, then attach the script to an agent or campaign.

Tips

• Keep the opening short and natural so it sounds human.
• Write clear branches for the most common answers, like "interested" and "not now."
• Reuse a proven script as a starting point for similar campaigns.

Agent Skills

Agent Skills are reusable abilities you can give an agent, such as booking an appointment or transferring a call. Adding a skill lets the agent do more without rewriting its instructions.

Common tasks

1. Open Agent Skills from the left navigation under Agent Management.
2. Browse the available skills and what each one does.
3. Add a skill to an agent and configure any options it needs.
4. Save and test the agent to confirm the skill works.

Tips

• Only add the skills an agent actually needs for its job.
• Test a skill like call transfer before using it in a live campaign.

Agents Overview

Agents are the AI voices that handle your calls. The Agents page lists the agents in your account and lets you create and edit them.

Common tasks

1. Open Agents from the left navigation under Agent Management.
2. Review your existing agents and what each one is for.
3. Click an agent to edit its name, voice, and instructions.
4. Create a new agent when you need a different script or personality.

Tips

• Give each agent a clear name that matches its job, such as "Solar Appointment Setter."
• Test an agent on a few calls before attaching it to a large campaign.
• Use the AI Agent Studio for a guided way to build and refine an agent.

AI Agent Studio

The AI Agent Studio is a guided workspace for building and improving an AI agent. It helps you shape how the agent speaks, what it asks, and how it handles common situations.

Build an agent

1. Open AI Agent Studio from the left navigation under Agent Management.
2. Describe the agent's job, audience, and goal.
3. Review the generated instructions and edit anything you want to change.
4. Choose a voice and adjust the greeting and key questions.
5. Save the agent so it is ready to attach to a campaign.

Improve over time

• Review real calls and refine the agent's wording where it stumbles.
• Apply changes and watch the next set of calls to confirm the improvement.

Tips

• Keep instructions focused on one clear goal per agent.
• Small, frequent edits work better than large rewrites.

AI Prompt Builder

The AI Prompt Builder helps you write strong instructions for your agents. It can generate a first draft from a short description and suggest improvements based on how your calls perform.

Generate instructions

1. Open AI Prompt Builder from the left navigation under Agent Management.
2. Describe the campaign, the audience, and the goal of the call.
3. Generate a draft, then read it through and edit the wording.
4. Save the result and apply it to your agent.

Improve instructions

• Ask for suggested improvements when an agent is not converting well.
• Review the suggestion, keep what fits, and apply the change.

Tips

• Be specific about the goal and the audience for the best draft.
• Compare results before and after a change so you keep what works.

Groups

Groups let you organize agents or team members together so you can manage and assign them more easily.

Common tasks

1. Open Groups from the left navigation under Agent Management.
2. Create a group and give it a clear name.
3. Add members to the group.
4. Use the group when assigning work or routing calls.

Tips

• Name groups by purpose, such as a region or a campaign type.
• Keep groups up to date as your team changes.

Analytics

Analytics shows how your calling and campaigns are performing over time so you can see trends and make decisions.

Common tasks

1. Open Analytics from the left navigation under Analytics & Reporting.
2. Choose a date range and, if you manage more than one, a location.
3. Review measures like calls, connects, conversions, and appointments.
4. Compare campaigns to see which are working best.

Tips

• Look at trends over a week or month, not just a single day.
• Use the location selector to compare performance across locations.

Dashboard Builder

Dashboard Builder lets you create your own view of the numbers that matter most to you by choosing and arranging cards.

Common tasks

1. Open Dashboard Builder from the left navigation under Analytics & Reporting.
2. Add cards for the measures you want to track.
3. Arrange them into a layout that works for you.
4. Save your dashboard so it is ready next time.

Tips

• Build a focused dashboard for each goal, such as appointment setting.
• Keep it simple so the key numbers stand out at a glance.

Real-Time Analytics

Real-Time Analytics shows what is happening right now across your active campaigns, so you can react while calls are in progress.

Common tasks

1. Open Real-Time Analytics from the left navigation under Analytics & Reporting.
2. Watch live numbers for calls in progress, connects, and outcomes.
3. Spot a problem, such as a drop in connects, and pause or adjust the campaign.

Tips

• Keep this page open during a launch so you can respond quickly.
• If activity stalls, check that your campaign is active and within calling hours.

Reports

Reports let you pull together the results you need to share, such as campaign performance over a period.

Common tasks

1. Open Reports from the left navigation under Analytics & Reporting.
2. Choose the measures, date range, and filters you want.
3. Generate the report and review it.
4. Export or share it with your team.

Tips

• Save the filters you use often so you can rerun a report quickly.
• Match the report's measures to the goals you committed to.

Automation History

Automation History shows when your automations ran and what they did, so you can confirm they are working.

Common tasks

1. Open History from the left navigation under Automations.
2. Review recent runs and their results.
3. Open a run to see details if something looks off.

Tips

• Check history after turning on a new automation to confirm it runs as expected.
• Investigate failed runs and adjust the automation if needed.

Automations

Automations let you set up actions that run on their own when something happens, so routine work takes care of itself.

Create an automation

1. Open Automations from the left navigation.
2. Create a new automation.
3. Choose what starts it and the actions it should take.
4. Turn it on.

Tips

• Start with one simple automation and confirm it behaves as expected.
• Use templates as a starting point for common workflows.

Automation Templates

Templates are ready-made automations you can use as a starting point instead of building from scratch.

Common tasks

1. Open Templates from the left navigation under Automations.
2. Browse the available templates.
3. Pick one and customize it for your needs.
4. Turn on your new automation.

Tips

• Review what a template does before turning it on.
• Rename your copy so it is easy to find later.

Webhooks

Webhooks let other tools notify VoiceUni when something happens, so you can trigger automations from outside the app.

Common tasks

1. Open Webhooks from the left navigation under Automations.
2. Create a webhook and copy the address it gives you.
3. Add that address in the other tool so it sends events to VoiceUni.
4. Use the incoming events to trigger an automation.

Tips

• Send a test event to confirm the connection works.
• Keep your webhook addresses private so only trusted tools use them.

Billing Usage

The Usage page shows what you have used and the costs that come with it, so there are no surprises.

Common tasks

1. Open Usage from the left navigation under Billing.
2. Review your current usage and charges.
3. Switch periods to compare across months.

Tips

• Check usage regularly during heavy campaigns.
• If you need access and cannot see this page, ask an admin to grant billing access.

Invoices

The Invoices page lists your past charges so you can review and download them for your records.

Common tasks

1. Open Invoices from the left navigation under Billing.
2. Browse your invoices by date.
3. Open or download an invoice you need.

Tips

• Download invoices for your accounting records.
• Billing access is required to view invoices; ask an admin if you cannot see them.

Payment Methods

Payment Methods is where you manage the card or payment details used for your subscription and usage.

Common tasks

1. Open Payment Methods from the left navigation under Billing.
2. Add or update your payment details.
3. Set a default method if you have more than one.

Tips

• Keep a valid method on file so service is not interrupted.
• Billing access is required; ask an admin if you cannot see this page.

Subscription

The Subscription page shows your current plan and lets you change it.

Common tasks

1. Open Subscription from the left navigation under Billing.
2. Review your current plan and what it includes.
3. Upgrade or change your plan if you need to.

Tips

• Pick a plan that matches your expected call and message volume.
• Billing access is required to view or change the subscription; ask an admin if you cannot see it.

Answering Machine Detection (AMD)

Answering machine detection helps VoiceUni tell the difference between a live person and voicemail before connecting your AI agent. When detection is on, the telephony carrier classifies each answered call. Live answers can bridge to your AI agent; detected voicemail ends without bridging.

Calls classified as voicemail are typically labeled Voice Mail in your dispositions and reports.

Where to configure AMD

Location-wide defaults live under Settings → AMD. Per-campaign options live under Campaign → Advanced on outbound campaigns.

Campaign overrides apply only when you fill them in. Leave a campaign field empty to use your location default from Settings → AMD.

On Settings → AMD you can set sync or async mode, tune detection parameters, review change history, and restore a previous configuration.

On Campaign → Advanced you can turn Detect Voicemail on or off, choose whether to treat uncertain results as voicemail, and optionally override AMD mode and tuning parameters for that campaign only.

Enable or disable detection

Turn on Detect Voicemail on Campaign → Advanced for outbound campaigns that should use AMD.

An agent-level Detect Voicemail setting can also apply when enabled on the agent. If either the campaign or the agent has detection on, AMD runs for that dial.

When detection is off, answered calls are treated as live and can bridge to your AI agent without running AMD first.

Sync vs async mode

Choose the mode on Settings → AMD. Campaign → Advanced can override the mode for a single campaign.

Sync AMD waits for detection to finish before connecting. Voicemail calls do not bridge your AI agent. Use sync when you want to avoid brief AI connections on voicemail.

Async AMD may connect the customer while detection still runs in the background. Pickup can feel faster, but voicemail may briefly bridge before the call ends. If voicemail is connecting when it should not, switch to sync mode.

Treat unknown as voicemail

When the carrier cannot decide between human and machine, the result is unknown.

On Campaign → Advanced, Treat unknown as voicemail controls what happens next. When this option is on, unknown answers follow voicemail rules and do not bridge. Turn it off only if you want uncertain answers connected like a live person.

Tuning parameters

Settings → AMD holds location defaults for the four tuning fields below. Campaign → Advanced can override each value per campaign. Defaults shown are typical starting points.

Machine detection timeout (default 3 seconds, range 3–59 seconds)

Maximum time the carrier spends on detection before returning a final result. Shorter values decide faster but may produce more unknown results. Longer values wait longer before giving up.

Speech threshold (default 1200 milliseconds, range 1000–6000 milliseconds)

How long speech must last before it is treated as a greeting pattern. Increase this if long human hellos are wrongly flagged as voicemail. Decrease this if short voicemail greetings are missed, understanding that very low values can increase false machine results.

Speech end threshold (default 600 milliseconds, range 500–5000 milliseconds)

How much silence after speech ends before the carrier considers the greeting complete. Increase this to catch short voicemail greetings. Decrease cautiously if you need faster human detection, since very low values can increase false human connections.

Silence timeout (default 2000 milliseconds, range 2000–10000 milliseconds)

How long to wait on initial silence before returning unknown. Increase to wait longer on silent answers. Decrease to return unknown sooner.

After changing parameters, place a few test calls and review dispositions and recordings before rolling changes out broadly.

If voicemail is connecting when it should not

1. Confirm Detect Voicemail is on for the campaign.
2. Prefer Sync AMD over Async AMD.
3. Turn on Treat unknown as voicemail if borderline answers should not bridge.
4. Adjust speech threshold and speech end threshold using the guidance above.
5. Use AMD parameter history on Settings → AMD to revert a change that made results worse.

Campaign strategies and retries

Campaign Strategies can define retry rules for voicemail and other call outcomes. Attach a strategy to a campaign when you want follow-up dials after voicemail instead of handling every outcome manually.

Provider support

Twilio, Telnyx, and SignalWire support the full set of AMD tuning options in VoiceUni.

Plivo supports machine detection timeout only. Speech and silence thresholds from Settings → AMD are not sent on Plivo outbound calls.

Sinch outbound calls do not use VoiceUni AMD settings today.

Tips

• Start from the default parameters and change one setting at a time.
• Sync mode plus Treat unknown as voicemail is the most conservative setup when you want to minimize AI connections to voicemail.
• Keep notes in the AMD history on Settings → AMD when you change values so your team can restore a known-good configuration later.

Call Coaching

Call Coaching helps you review calls and improve how your agents perform, using feedback and highlights from real conversations.

Common tasks

1. Open Call Coaching from the left navigation under Call Management.
2. Select a call to review its highlights and feedback.
3. Note what worked and what to improve.
4. Update your agent's instructions or script based on what you learn.

Tips

• Coach against a few calls regularly rather than waiting for a big review.
• Share strong examples with your team so everyone follows the best approach.

Call Dispositions

A disposition is the label that describes how a call ended, such as "Interested," "Not interested," or "Voicemail." Consistent dispositions keep your reports meaningful.

Common tasks

1. Open Dispositions from the left navigation under Call Management.
2. Review the disposition labels available to your agents.
3. Add or edit labels so they match how your team works.

Tips

• Keep your list short and clear so calls are labeled consistently.
• Map dispositions to the outcomes you report on, like booked appointments.

Call Quality

The Call Quality page helps you see how well your calls are connecting and sounding so you can fix problems early.

Common tasks

1. Open Call Quality from the left navigation under Call Management.
2. Review connection and audio quality measures across your calls.
3. Spot numbers or campaigns with weak quality and dig in.

Tips

• Low connect rates can mean your numbers need a rest or replacement; check the Phone Numbers page.
• If many calls have poor audio, review your telephony provider settings under Integrations.

Campaign Strategies

Campaign Strategies let you define how a campaign behaves over time, such as how and when to retry leads and what steps to take based on call outcomes.

Common tasks

1. Open Campaign Strategies from the left navigation under Call Management.
2. Create a strategy or open one to edit it.
3. Define the steps and retry rules you want.
4. Attach the strategy to a campaign.

Tips

• Start simple: a clear retry rule often beats a complex flow.
• Review results and adjust the strategy as you learn what works for your audience.

Recordings

Recordings let you listen back to calls for quality, coaching, and compliance.

Common tasks

1. Open Recordings from the left navigation under Call Management.
2. Browse recent recordings or search for a specific call.
3. Play a recording to listen to the conversation.

Tips

• Listen to a sample of recordings each week to keep your agents on message.
• Be mindful of local rules about recording calls and disclosing it to the other party.

Transcriptions

Transcriptions turn your calls into readable text so you can search and review conversations without listening to every recording.

Common tasks

1. Open Transcriptions from the left navigation under Call Management.
2. Find a call and open its transcript.
3. Read or search the text to find what was said.

Tips

• Use transcripts to quickly confirm outcomes and spot common objections.
• Pair a transcript with the recording when you want to verify tone as well as words.

A2P and 10DLC Registration

A2P (application-to-person) and 10DLC registration tells carriers about your business and your messaging so your texts are delivered reliably. You complete this before running SMS at scale.

Register

1. Open A2P from the left navigation under Compliance.
2. Confirm your business profile details are complete.
3. Provide your campaign description, sample messages, and how contacts opt in.
4. Submit the registration and wait for it to be reviewed.

Tips

• The assistant can prepare your registration copy for review, but it never submits it for you — you submit it here.
• Approval can take time; plan your SMS launch around it.
• Keep your opt-in and message samples honest and consistent with what you actually send.

Business Profile

Your business profile holds the legal and contact details used for compliance registrations like carrier and A2P. Accurate details help registrations get approved.

Common tasks

1. Open Business Profile from the left navigation under Compliance.
2. Enter your legal business name, address, website, and contact details.
3. Save and keep these details up to date.

Tips

• Use your exact legal business name to avoid registration rejections.
• Update the profile whenever your business details change.

Calling Hours

Calling hours control when your campaigns are allowed to dial, helping you stay within the rules and reach people at appropriate times.

Common tasks

1. Open Calling Hours from the left navigation under Compliance.
2. Set the allowed days and hours, respecting the recipient's local time.
3. Save so campaigns only dial within those windows.

Tips

• Set calling hours before starting a campaign; dialing pauses outside the window.
• Be conservative with early and late hours to avoid complaints.

Carrier Registration

Carrier settings cover the registrations that let carriers trust your calls and reduce the chance of being flagged as spam.

Common tasks

1. Open Carrier from the left navigation under Compliance.
2. Review your current carrier registration status.
3. Complete any pending steps or details requested.

Tips

• Registrations can take time to be approved; start early.
• Keep your business details consistent across carrier and A2P registrations.

Consent Rules

Consent rules help you respect who has agreed to be contacted, so you only call and message people who have opted in.

Common tasks

1. Open Consent rules from the left navigation under Compliance.
2. Review the rules that apply to your campaigns.
3. Adjust them to match how you collect consent.

Tips

• Keep proof of consent for your contacts where you can.
• Honor opt-outs immediately across calls and messages.

Trust Center

The Trust Center gives you a single view of your compliance standing across carrier, business profile, and messaging registrations.

Common tasks

1. Open Trust Center from the left navigation under Compliance.
2. Review your overall status and any outstanding items.
3. Follow the links to complete pending steps.

Tips

• Check the Trust Center before a major launch to confirm you are in good standing.
• Resolve outstanding items early, since approvals can take time.

Notifications

Notifications keep you informed about important activity. This page shows your recent notifications and lets you manage them.

Common tasks

1. Open Notifications from the left navigation.
2. Review recent notifications.
3. Mark them as read or clear them.

Tips

• Check notifications regularly so you do not miss important updates.
• Adjust your notification preferences in Settings if you get too many or too few.

Settings

Settings is where you manage your profile, preferences, and entry points to integrations.

Common tasks

1. Open Settings from the left navigation.
2. Update your profile and preferences.
3. Use the links here to reach Integrations, where you connect telephony, AI, email, and other providers.

Tips

• Connect your AI provider under Integrations before using the assistant or AI features.
• Choose which AI provider powers the assistant here or under Integrations when you have more than one connected.

Calendars and Booking

Calendars let your agents book appointments during calls and let you manage availability and bookings in one place.

Common tasks

1. Open Calendars from the left navigation under Core Operations.
2. Review upcoming appointments and their details.
3. Adjust availability so agents only offer times you can cover.
4. Open an appointment to see contact details and reschedule or cancel if needed.

Connecting your own calendar

• You can connect a Google calendar so bookings sync to and from your personal calendar.
• After connecting, new bookings appear on both calendars automatically.

Tips

• Set your working hours and buffer times before launching a campaign that books appointments.
• If bookings are not appearing, confirm your calendar connection is still active under Settings.

Creating and Running Campaigns

A campaign is how you dial a list of leads with an AI agent. You choose who to call, which agent answers, and which numbers to call from.

Create a campaign

1. Open Campaigns from the left navigation under Core Operations.
2. Click New Campaign.
3. Give it a name and choose the direction (usually outbound).
4. Attach an AI agent so calls are handled automatically.
5. Choose the phone numbers to call from and the lead list to target.
6. Save. New campaigns start inactive.

Start and stop

• Open a campaign and use the Start control to begin dialing during your calling hours.
• Use Pause or Stop to halt dialing at any time.

Tips

• Confirm your calling hours and lead list before starting so you reach people at the right time.
• Watch the campaign's live stats to see connect and conversion rates, and adjust as needed.

Managing Leads and Lists

Leads are the people your campaigns call. You can import them, organize them into lists, and tag them so the right campaign reaches the right people.

Import leads

1. Open Leads from the left navigation under Core Operations.
2. Choose to import, then upload your contacts.
3. Map your columns to fields like name and phone number.
4. Save the import into a list.

Organize leads

• Group leads into lists so a campaign can target a specific audience.
• Add tags to mark segments, such as a vertical or a source.
• Mark a lead as do-not-call to keep them out of future dialing.

Tips

• Clean your list before a campaign: remove duplicates and obviously bad numbers.
• When building a campaign with the assistant, it will ask which list or tag to target.

Managing Tasks

Tasks help you and your team keep track of follow-ups and to-dos. Each task has a title, an optional description, a status, a priority, and an assignee.

Create a task

1. Open Tasks from the left navigation under Core Operations.
2. Click New Task.
3. Enter a title, and add a description, due date, priority, and assignee if you need them.
4. Save. The task appears in the list with a status of Pending.

Work through tasks

• Change a task's status as you progress: Pending, In Progress, Blocked, Completed, or Cancelled.
• Reassign a task to another team member using the assignee field.
• Filter or sort the list to focus on what is due or high priority.

Tips

• When the assistant cannot answer a question from the help docs, it can create a support task for you so the team can follow up.
• Use priority and due dates so the most important work rises to the top.

Phone Numbers

The Phone Numbers page is where you search for, buy, and manage the numbers your campaigns call from.

Buy a number

1. Open Phone Numbers from the left navigation under Core Operations.
2. Click to add or search numbers.
3. Search by area code or locality to find available numbers.
4. Select the numbers you want and confirm the purchase.

Manage your numbers

• Review which numbers you own and which campaigns use them.
• Release a number you no longer need.
• Check a number's health and recent activity to keep call quality high.

Tips

• You need a connected telephony provider (such as Twilio, Telnyx, SignalWire, Plivo, or Sinch) before you can search and buy numbers. Connect one under Integrations.
• Buy local numbers in the area codes you call most so your calls look familiar to recipients.

Reviewing Calls

The Calls page shows the calls your agents have made and received so you can review outcomes and listen back.

Common tasks

1. Open Calls from the left navigation.
2. Browse the list of recent calls with their outcome and duration.
3. Open a call to see its details, including the disposition and any recording or transcript.
4. Use filters to narrow by campaign, date, or outcome.

Tips

• Use dispositions to label what happened on each call so your reports stay accurate.
• Listen to a sample of calls regularly to confirm your agent is on message.

Using the Dashboard

The Dashboard is your home screen and the first page you see after signing in. It gives you a live overview of what is happening across your account so you can decide where to focus.

What you'll see

• Key numbers for the day, such as calls placed, calls connected, and appointments booked.
• Recent activity from your campaigns and agents.
• Quick links to the areas you use most.

Common tasks

1. Open the Dashboard from the top of the left navigation (it is the Home item).
2. Use the date or location selector, when shown, to change the time range or switch which location you are viewing.
3. Click any summary card to jump to the full page for that area, such as Campaigns or Calls.

Tips

• If the numbers look empty, make sure you have an active campaign and that your calling hours allow dialing right now.
• Switch locations using the location selector at the top if you manage more than one location; the Dashboard then shows data for that location only.

Using the Unibox

The Unibox brings conversations from different channels into one place so you can read and reply without jumping between pages.

What you'll see

• A list of recent conversations, with the most recent at the top.
• The full message history for the conversation you select.
• A reply box to respond directly.

Common tasks

1. Open Unibox from the left navigation under Core Operations.
2. Select a conversation from the list to read its history.
3. Type a reply and send it.
4. Use search or filters to find a specific contact or channel.

Tips

• Keep an eye on the Unibox during active campaigns so you can respond quickly to replies.
• If a conversation needs a follow-up later, create a task so it is not forgotten.

Email Accounts

Email Accounts are the addresses you send from. Connect at least one before sending campaigns or sequences.

Connect an account

1. Open Email Accounts from the left navigation under Email Management.
2. Add an account and follow the steps to connect it.
3. Confirm the account shows as connected.

Tips

• Use a sending address that matches your brand so recipients recognize you.
• Warm up a new sending account gradually before large sends.

Email Campaigns

Email Campaigns let you send a message to a list of contacts and track how it performs.

Create an email campaign

1. Open Email Campaigns from the left navigation under Email Management.
2. Click New Campaign.
3. Choose your audience, write the subject and message, and pick the sending account.
4. Send now or schedule it for later.

Tips

• Send yourself a test first to check how it looks.
• Make sure your sending account is connected and your suppression list is up to date before sending.

Email History

Email History shows what has been sent and how it performed, so you can review past campaigns and sequences.

Common tasks

1. Open Email History from the left navigation under Email Management.
2. Browse past sends with their results.
3. Open a send to see details like opens and replies.

Tips

• Compare subject lines across sends to learn what gets opened.
• Use history to confirm a campaign actually went out as planned.

Email Inbox

The Email Inbox brings replies to your campaigns and sequences into one place so you can read and respond.

Common tasks

1. Open Email Inbox from the left navigation under Email Management.
2. Select a message to read the conversation.
3. Reply directly from the inbox.

Tips

• Respond to interested replies quickly while they are still warm.
• Create a task if a reply needs a longer follow-up.

Email Sequences

A sequence is a series of emails sent over time, so contacts receive a planned set of follow-ups automatically.

Common tasks

1. Open Email Sequences from the left navigation under Email Management.
2. Create a sequence and add steps, each with its own message and delay.
3. Choose who enters the sequence.
4. Turn it on so contacts move through the steps.

Tips

• Keep the first message short and useful so people keep reading.
• Set sensible delays between steps so you are not sending too often.

Email Suppression List

The suppression list holds addresses that should not receive your emails, such as people who unsubscribed or bounced. Keeping it current protects your sending reputation.

Common tasks

1. Open Suppression List from the left navigation under Email Management.
2. Review suppressed addresses.
3. Add an address manually when needed.

Tips

• Never email addresses on the suppression list; doing so can hurt deliverability.
• Honor unsubscribe requests promptly to stay compliant.

Email Templates

Templates let you save email layouts and wording so you can reuse them across campaigns and sequences.

Common tasks

1. Open Email Templates from the left navigation under Email Management.
2. Create a template or edit an existing one.
3. Save it so you can pick it when building a campaign or sequence.

Tips

• Build a few reliable templates for your common messages.
• Keep personalization fields, like first name, in your templates so messages feel tailored.

Audit Logs

Audit Logs record important actions taken in your account, so you can see who did what and when.

Common tasks

1. Open Audit Logs from the left navigation under Enterprise.
2. Search or filter by user, action, or date.
3. Open an entry to see its details.

Tips

• Use audit logs to investigate unexpected changes.
• Viewing audit logs requires the right access; ask an admin if you cannot see them.

Enforced Settings

Enforced Settings let an organization set rules that apply across its businesses and locations, so standards stay consistent everywhere.

Common tasks

1. Open Enforced Settings from the left navigation under Enterprise.
2. Review the settings being enforced.
3. Adjust them to match your organization's policies.

Tips

• Use enforced settings to keep compliance and calling rules consistent across locations.
• Changes here can affect many locations, so review carefully before saving.

Enterprise Compliance

Enterprise Compliance gives organizations a consolidated view of compliance status across their businesses and locations.

Common tasks

1. Open Compliance from the left navigation under Enterprise.
2. Review compliance standing across the organization.
3. Identify businesses or locations with outstanding items.

Tips

• Use this view to make sure every location is in good standing before large campaigns.
• This view requires enterprise access; ask an admin if you cannot see it.

Enterprise Dashboard

The Enterprise Dashboard gives organizations a high-level view across their businesses and locations, with oversight tools in one place.

Common tasks

1. Open Enterprise Dashboard from the left navigation under Enterprise.
2. Review the cross-business summary.
3. Drill into a business or location for detail.

Tips

• Use this view to compare performance and compliance across your organization.
• Enterprise features require the right access; ask an admin if you cannot see them.

AI Agent Providers

To power your agents and AI features, connect an AI provider such as OpenAI or Anthropic with your own key. This is also the key the in-app assistant uses to chat.

Connect a provider

1. Open AI Agents from the left navigation under Integrations.
2. Choose OpenAI or Anthropic and enter your API key.
3. Pick a default model if prompted, then save.

Choosing which provider powers the assistant

• If you connect both OpenAI and Anthropic, you can choose which one the assistant uses.
• The assistant needs at least one connected provider to chat; without one you will see a prompt to connect it here.

Tips

• Keep your key active and funded so calls and the assistant keep working.
• If chat stops with a key error, reconnect your provider on this page.

Compliance Integration

Compliance integrations connect services that help you call and message within the rules, such as consent verification.

Common tasks

1. Open Compliance from the left navigation under Integrations.
2. Connect the compliance service and enter its details.
3. Confirm the connection is active.

Tips

• Set up compliance integrations before running large campaigns.
• Review the business Compliance section as well to complete carrier and A2P steps.

CRM Integration

Connecting a CRM lets you sync contacts and activity between VoiceUni and the tools your team already uses, such as GoHighLevel.

Connect a CRM

1. Open CRM from the left navigation under Integrations.
2. Choose your CRM and follow the steps to connect it.
3. Confirm the connection is active.

Tips

• After connecting, check that contacts and bookings sync as expected.
• If syncing stops, reconnect the integration from this page.

Data Providers

Connect AudienceLab to import third-party audiences into VoiceUni, stage them in the Audiences pool, materialize lead lists, and refresh on a schedule.

Connect AudienceLab

1. Open Integrations → Data (/data-providers).
2. Connect AudienceLab with your API key and location scope.
3. Use Test connection to verify the key.

Users without configure integrations permission must ask an admin to connect the provider.

Import an audience (Leads or Assistant)

1. Choose a data provider connection.
2. Create new audience with filters (intent, location, business, etc.) or use existing AudienceLab audience.
3. Choose update mode: skip existing contacts by phone, or add/update matches.
4. Preview contact count and sample rows — imports with zero matches are blocked.
5. Confirm import — contacts land in Leads → Audiences staging pool (not a dialable list yet).

The in-app assistant can guide the same flow conversationally: connection picker → filters → preview → confirm → progress card → optional list creation and scheduled refresh.

Create a lead list from an audience

1. From Leads → Audiences, open Create list from audience (or accept the assistant offer after import).
2. Map provider fields to lead columns — phone mapping is required.
3. Materialization writes leads to the new list.

Refresh / re-import

• Manual refresh from the Audiences tab or assistant subscription picker re-syncs from AudienceLab.
• Scheduled refresh (optional) uses a webhook plus a daily backup poll (~5 AM Eastern).
• If webhook auto-registration fails, copy the webhook URL into AudienceLab and mark it pasted on Data Providers.

Enrichment

Use AudienceLab enrichment on a single contact or list (preview first, then apply). The assistant supports preview-then-confirm for contact enrichment.

Tips

• Confirm audience filters match your calling compliance rules before dialing.
• Refresh audiences periodically so lists stay current.
• Custom intent audiences require the full Get Audience modal in Leads — not yet supported in the assistant.

Email Integration

The Email integration connects the service that sends and receives your email, so campaigns and replies flow correctly.

Common tasks

1. Open Email from the left navigation under Integrations.
2. Connect your email service and enter the details it requires.
3. Confirm the connection is active.

Tips

• A working email integration is required before sending email campaigns or sequences.
• If sends fail, recheck the connection here and confirm your sending account is active.

Telephony Integration

A telephony provider supplies the phone service that places and receives your calls. VoiceUni supports providers including Twilio, Telnyx, SignalWire, Plivo, and Sinch.

Connect a provider

1. Open Telephony from the left navigation under Integrations.
2. Choose your provider and enter the credentials it asks for, such as your Twilio Account SID and Auth Token.
3. Save and confirm the provider shows as connected.

Tips

• You need a connected telephony provider before you can search and buy phone numbers.
• If calls fail to place, recheck your provider credentials on this page.

Reseller Branding

Branding lets resellers apply their own look, such as logo and colors, so the experience matches their brand.

Common tasks

1. Open Branding from the left navigation under Reseller.
2. Upload your logo and set your colors.
3. Save and review how it looks.

Tips

• Use a high-quality logo so it looks sharp everywhere.
• Confirm your branding appears correctly for the businesses you manage.

Reseller Dashboard

The Reseller Dashboard gives resellers an overview of the businesses they manage and how they are performing.

Common tasks

1. Open Reseller Dashboard from the left navigation under Reseller.
2. Review the businesses under your account.
3. Drill into a business for detail.

Tips

• Use this view to keep an eye on the accounts you support.
• Reseller features require reseller access; ask an admin if you cannot see them.

Reseller Margins

Margins let resellers set their pricing markup over base costs for the businesses they manage.

Common tasks

1. Open Margins from the left navigation under Reseller.
2. Set the markup you want to apply.
3. Save so your pricing reflects the margin.

Tips

• Review margins periodically to keep your pricing healthy.
• Confirm the resulting prices look right before sharing them with customers.

SMS Accounts

SMS Accounts are the numbers and sending setups you use to text contacts. Connect at least one before sending SMS campaigns.

Common tasks

1. Open SMS Accounts from the left navigation under SMS Management.
2. Add or review a sending account.
3. Confirm it shows as connected and ready.

Tips

• Use a number registered for messaging to improve delivery.
• Keep your sending numbers healthy by following compliance steps for A2P.

SMS Campaigns

SMS Campaigns let you text a list of contacts and track replies and results.

Create an SMS campaign

1. Open SMS Campaigns from the left navigation under SMS Management.
2. Click New Campaign.
3. Choose your audience, write the message, and pick the sending number or account.
4. Send now or schedule it.

Tips

• Keep messages short and include a clear way to opt out.
• Make sure your messaging is registered for compliance before large sends; see the A2P help.

SMS History

SMS History shows the texts you have sent and how they performed.

Common tasks

1. Open SMS History from the left navigation under SMS Management.
2. Browse past sends and their results.
3. Open a send to see delivery and reply details.

Tips

• Review history to confirm a campaign went out and how it landed.
• Watch for high opt-out or failure rates and adjust your approach.

SMS Inbox

The SMS Inbox collects text replies so you can read and respond in one place.

Common tasks

1. Open SMS Inbox from the left navigation under SMS Management.
2. Select a conversation to read its history.
3. Reply directly from the inbox.

Tips

• Respond quickly to replies so conversations stay active.
• Honor opt-out requests right away to stay compliant.

SMS Suppression List

The SMS suppression list holds numbers that should not be texted, such as people who opted out. Keeping it current keeps you compliant.

Common tasks

1. Open Suppression List from the left navigation under SMS Management.
2. Review suppressed numbers.
3. Add a number manually when needed.

Tips

• Never text a number on the suppression list.
• Process opt-out requests promptly.

SMS Templates

Templates let you save text messages you send often so you can reuse them quickly.

Common tasks

1. Open SMS Templates from the left navigation under SMS Management.
2. Create a template or edit an existing one.
3. Save it for use in campaigns.

Tips

• Keep templates short and include an opt-out line.
• Use personalization, like first name, so messages feel personal.