Account Q and A
| Questions | Answers |
| Are the Agencies accounts charged per minute? |
We can turn on Pay as you go on to your account if you would like, please reach out to sales and let us know! For sub accounts you can turn on Usage based pricing in the pricing plans section 
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| How can I add more minutes to my plan? | The Starter Plan provides 50 minutes. If you require more, upgrading to the Pro Plan is necessary. Starting from the Pro Plan, the Pay-as-You-Go feature becomes available, enabling you to use additional minutes beyond your plan's allowance at a rate of $0.13 per minute. |
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How many calls can I make in a minute? |
Your specific concurrency limits depend on your plan all concurrency numbers can be found on the pricing page. |
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All of my agents are stuck on Berlin time how do I fix this? |
We are currently working on this but for right now we do have a workaround here. |
| What languages does Synthflow support? |
Synthflow AI currently supports English (American, British, Australian, Indian), Portuguese (Brazilian), Spanish (General and Argentine), French, German, Italian and Dutch. |
| How do I change my subscription to a different plan? |
To change your subscription, go to Settings and select Plan & Billing. If applicable, you’ll only be charged the difference between your current plan and the new plan for the remaining subscription period until the renewal date. |
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What does the error message "We will be back soon. Try again later" mean? |
This message typically indicates that you may have used up all the available minutes on your account. Please check your plan to ensure you still have minutes remaining. |
Assistants Q and A
| Questions | Answers |
| If I give an assistant a name on the configure page is that the name its going to use on the phone? | The assistant's name in the configure page and the name used on the phone are different, you name the assistant in the prompt. This means the assistant's name on the configure page can be "John AI" or "AI Call assistant for ACME" but inside the prompt you can name the assistant "Derrick" and it will greet your customers as "Derrick" |
| Do I have to a voice that matches the language? | Yes currently the voice must match the language you are using. So if you are using an English US Language the voice must be English. |
| If I change the advanced voice settings around why does the assistant sound better sometimes and worse some times? | The advanced settings are tweaked from us to sound the best in most scenarios. We suggest leaving them as is unless you need to make adjustments, then we only suggest making small adjustments as to not completely break the voice. |
| Why is my assistant talking to the voicemail of the customer or client I am calling? | The Voicemail detection rate is quite high for our assistants but sometimes with specific voicemails, especially ones with the customer own voice speaking. If you would like a better experience with voicemail you can switch your Voicemail Detection to "Time based"
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| Why does my inbound assistant not allow for variables? |
Yes we do have few prompt templates in the template section, you can also use the Copilot to build a prompt as well.
You can also find the Prompting Q and As here |
| Do I have to buy a number from Synthflow or can I use my own telephone app? | We do not currently offer custom telephone apps for customers on plans lower than the Enterprise level. |
| Is it possible to use the API to query sub accounts to find the minutes? | At this time it is not possible to query sub accounts to find the minutes used |
| Are sub accounts sharing the main accounts minutes or can they put any number of minutes and will it work and just charge the account? | Sub accounts do share the minutes of the Agency account and are set by the Agency, you can put the sub account on Pay as you go by changing this setting when creating the pricing plan. |
| What is the concurrent calls per account, sub account and does the agency and all sub account share the total? | Concurrency is set by your plan and your accounts and sub accounts share the total number of on the main account. For agencies that's is now 100. You can reach out to sales if you would like more concurrent calls on your plan. |
| Is the billing at the start or the end of each month? | Billing happens on your renewal date, you can find this in settings > Plan and billing under the “Next billing” section. |
| Is it possible to port a sub account from one account Agency to another? | At this time it is not possible to import or export entire Sub accounts. |
| How does the knowledge base work? | The knowledgebase works by adding information into it that the assistant can pull from when the customer asks about it. This is used for large amounts of information that you don't want to put into the prompt. |
| How do I buy an Australian number from Synthflow? | You will need to provide a valid Address in Australia, and once you had entered that information you will be able to buy an Australian number. |
| Can I stop the assistant from recording calls? |
You can stop automated call recording by visiting the 'Configure' tab for your Assistant. Scroll down to find the 'Enable Recordings' toggle. |
| Can I use Calendly to book appointments during calls? |
Whilst we don't have a native or pre-built Calendly integration, you can use our Custom Actions function to make requests to the Calendly API before-or-during a call in order to book appointments. |
| Can I use HubSpot to book appointments during calls? |
Whilst we don't have a native or pre-built HubSpot integration, you can use our Custom Actions function to make requests to the HubSpot API before-or-during a call in order to book appointments. |
| What languages can your assistant be configured in? |
Synthflow AI currently supports English (American, British, Australian, Indian), Portuguese (Brazilian), Spanish (General and Argentine), French, German, Italian and Dutch. |
| Can the assistant leave a voicemail? |
No, your AI assistant is designed to detect voicemails and disconnect the call in such cases. Leaving a voicemail is not supported. |
Knowledge Base Q and A
| Questions | Answers |
| How does the knowledge base work? | The knowledgebase works by adding information into it that the assistant can pull from when the customer asks about it. This is used for large amounts of information that you don't want to put into the prompt. |
| What is RAG? | Retrieval augmented generation, or RAG, is an architectural approach that can improve the efficacy of large language model (LLM) applications by leveraging custom data. This is done by retrieving data/documents relevant to a question or task and providing them as context for the LLM. |
| If I put in a PDF will it always work? | Some Structured PDFs might have issues being read, especially PDFs will Columns. |
| Does the assistant scrape or look at my entire website when I add a URL to the Knowledge base? |
No, the Knowledge base will not scrape the entire website only the URL page you give to it. |
| Why can't I connect my Knowledge Base to my Voice Assistant using Voice Engine 2.0/V2? |
Right now Assistants can only be connected to a Knowledge Base when the assistant is using Version 1.0 of our Voice Engine. We are working on bringing Knowledge Base support to Version 2.0. |
Actions Base Q and A
| Questions | Answers |
| Can I have more than 1 SMS action per assistant? | At this time we do not support more than 1 SMS per Assistant. |
| Is it possible to use multiple calendars on one assistant? | Currently we do not support more than 1 calendar per assistant, if you would like to use more than one calendar you will need to do this via some form of automation. |
| How do transfers work and what does the assistant say? | Transfers create a conference call between you and the customer when the customer requests the transfer. The assistant can say what ever you would like it to and can be changed in the Transfer settings. |
| How does a warm transfer work? | A warm Transfer informs the person the call is being transferred too that they are receiving a call from (insert persons name here) This allows your call centre or yourself to know who is being transferred so you have context. |
| If I put in the information extractor where does the information go? | The information is sent in the webhook after the call. |
| How do I use Custom Actions? |
Contact and Phone numbers Q and A
| Questions | Answers |
| If you are specifically using Twilio to import phone numbers you can find the Twilio Q and As page here? | |
| What is the Difference between Synthflow Numbers and Twilio Numbers? |
Both numbers are based in Twilio but Synthflow numbers have not completed the A2P Compliance and therefore cannot be used to make SMS messages. These numbers are used for testing calls only at this time. It is best practice to get your own Twilio account. |
| Can I use the same number on multiple assistants? | Yes but specifically you can use 1 phone number for 1 inbound and many outbound. No two inbounds can use the same number. |
| Can I use my GoHighLevel (GHL) number? | You cannot use your GoHighLevel (GHL) number at this time, we only allow Twilio numbers right now. |
| Can we use different telephony providers? | Enterprise customers have the ability to use Elastic Sip Trunking that will allow them to use other telephone providers. |
| How do I purchase a phone number? | You can purchase an American, Canadian, or Australian number directly from Synthflow, or alternatively, buy one through Twilio and integrate it with Synthflow. Purchasing a number via Twilio provides greater control over the number's configuration and international usage settings. |