Skip to main content
DocumentationAPI ReferenceVideo Tutorials

Frequently Asked Questions

Find answers to the most common questions about the Hanc.AI platform.

General Questions​

What is Hanc.AI?​

Hanc.AI is a platform for creating AI-powered voice agents that can handle phone calls automatically. Your voice agent can answer customer questions, book appointments, transfer calls, and more — 24/7, without human intervention.

Do I need technical skills to use Hanc.AI?​

No. The platform is designed for business users without programming experience. You configure agents through a visual interface, write instructions in plain language, and upload documents to create a knowledge base.

What languages does Hanc.AI support?​

The platform supports multiple languages including:

  • English
  • German
  • French
  • Spanish
  • Italian
  • And more

You can set the language for each agent independently. The agent can also automatically switch languages during a call to match the caller.

How does the AI understand callers?​

The system uses Speech-to-Text (STT) technology to convert spoken words into text, then a Large Language Model (LLM) processes the text to understand intent and generate appropriate responses. Finally, Text-to-Speech (TTS) converts the response back to natural-sounding voice.

Account & Billing​

How do I create an account?​

  1. Visit the Hanc.AI website
  2. Click "Sign Up" or "Get Started"
  3. Enter your email and create a password
  4. Verify your phone number via SMS
  5. Complete your profile

What plans are available?​

PlanPriceCreditsBest For
FreeFree€10 one-timeTesting the platform
Starter€30/month€30/monthSmall businesses
Pro€250/month€250/monthGrowing businesses
Agency€800/month€800/monthAgencies managing multiple clients

All plans include unlimited voice agents.

How does credit-based billing work?​

Each plan includes monthly credits. All usage — calls, phone numbers — is deducted from your credit balance:

  • Web calls: €0.11/min (Pro), €0.10/min (Agency)
  • Call forwarding: €0.06/min
  • Phone numbers: €5/month each

Unused credits roll over to the next billing period.

Can I change my plan?​

Yes. Upgrades take effect immediately (prorated). Downgrades take effect at the next billing cycle. Go to Settings → Billing to change your plan.

What payment methods are accepted?​

  • Credit/Debit cards (Visa, Mastercard, American Express)
  • SEPA Direct Debit (EU customers)
  • Bank transfer (Enterprise)

Do unused credits roll over?​

Yes. Unused credits carry over to the next billing period. They never expire while your account is active.

Voice Agents​

What is a voice agent?​

A voice agent is an AI-powered virtual assistant that handles phone conversations. It answers calls, understands what callers need, provides information from your knowledge base, and can perform actions like booking appointments or transferring calls.

How many agents can I create?​

Voice agents are unlimited on all plans, including Free. There is no cap on the number of agents you can create.

Can one agent handle multiple phone numbers?​

Yes. You can assign multiple phone numbers to a single agent if they should all behave the same way.

Can I have different agents for different purposes?​

Yes. Many businesses use separate agents for:

  • Sales inquiries
  • Customer support
  • Appointment booking
  • After-hours reception

Can I duplicate an agent?​

Yes. Use the duplicate function to clone an existing agent with all its settings, prompt, and configuration. This is useful for creating variations or testing changes.

How do I test my agent before going live?​

  1. Use the "Talk to Agent" button in the dashboard
  2. Allow microphone access in your browser
  3. Speak naturally and test various scenarios
  4. Review the transcript after each test call

Can callers tell they're talking to an AI?​

Modern voice agents sound very natural, but we recommend being transparent with callers. Many businesses include a brief mention in the greeting: "Hi, you've reached our virtual assistant..."

Knowledge Base​

What is a knowledge base?​

A knowledge base is a collection of information your agent uses to answer questions. It contains your business details, FAQs, product information, policies, and anything else callers might ask about.

What file formats can I upload?​

Supported formats:

  • PDF (.pdf)
  • Word documents (.docx, .doc)
  • Excel files (.xlsx, .xls)
  • Text files (.txt)
  • Markdown (.md)
  • HTML (.html)
  • CSV (.csv)
  • RTF (.rtf)
  • JSON (.json)

How big can my knowledge base be?​

  • Individual files: up to 10 MB each
  • Up to 10 files per knowledge base

How often should I update my knowledge base?​

Update your knowledge base whenever:

  • Prices change
  • Business hours change
  • New products/services are added
  • Policies are updated
  • You notice the agent giving outdated information

Can I import knowledge bases in bulk?​

Yes. Use the ZIP import feature to upload multiple knowledge base files at once. See Import Knowledge Base for details.

Why isn't my agent using the knowledge base?​

Check these common issues:

  1. Knowledge base not connected to agent (Agent Settings → Knowledge Base)
  2. Information not clearly structured
  3. Content doesn't match how customers ask questions
  4. File upload failed or is still processing

Phone Numbers & Calls​

Do I need my own phone number?​

You have three options:

  1. Buy a number — Purchase directly through the platform
  2. Import from Twilio — Connect your existing Twilio account
  3. Connect SIP — Use your existing SIP trunk provider

What is Twilio?​

Twilio is a telecommunications service that powers phone calls on the platform. You can connect your existing Twilio account or buy numbers directly through Hanc.AI.

Can I use SIP trunks?​

Yes. SIP trunk integration is available on all plans including Free. Connect your existing PBX or telephony system via SIP.

Can agents make outbound calls?​

Yes. Outbound calling is available on all plans including Free. Assign an outbound agent to a phone number to enable agent-initiated calls.

Are calls recorded?​

Recording is optional and configurable per agent. If enabled:

  • Recordings are stored securely
  • You can access them in Call Logs
  • Check local laws regarding call recording consent

What happens if the agent can't help?​

You can configure escalation rules:

  • Transfer to a human operator (Call Forwarding tool)
  • Take a message for callback
  • Provide alternative contact information
  • Schedule an appointment

Actions & Tools​

What tools can agents use during calls?​

ToolPurposePlans
Call ForwardingTransfer to a humanAll plans
Book AppointmentSchedule via Cal.comAll plans
API Tool RAGFetch live data from APIsAll plans

What actions can agents perform after calls?​

ActionPurpose
Send EmailEmail notification with call data
Send SMSText message with call data
Send WhatsAppWhatsApp message with call data
API CallSend data to external systems (CRM, webhooks)

Can the agent book appointments?​

Yes. Connect Cal.com (or Google Calendar / Microsoft Outlook) and enable the Book Appointment tool. The agent will check availability and book directly during the call. Available on all plans.

Can the agent send WhatsApp messages?​

Yes. Add a "Send WhatsApp" action to your agent. Configure the message template, recipient numbers, and trigger conditions. WhatsApp messages can include retrieval variables extracted from the conversation.

Prompts & Configuration​

What is a prompt?​

A prompt is the set of instructions that tell your agent how to behave. It defines personality, what information to provide, how to handle situations, and what actions to take.

How long should my prompt be?​

  • Minimum: 200-300 words for basic functionality
  • Recommended: 500-1000 words for comprehensive behavior
  • Maximum: Depends on model, but avoid excessive length

Quality matters more than length. Be specific and clear.

What is "temperature" in agent settings?​

Temperature controls how creative or predictable the agent's responses are:

  • Low (0.1-0.3): More consistent, deterministic responses
  • Medium (0.4-0.6): Balanced (recommended for most uses)
  • High (0.7-1.0): More varied, creative responses

For business use, lower temperatures are usually better.

Can I change the agent's voice?​

Yes. You can select from various voices:

  • Male or female
  • Different ages and styles
  • Various accents
  • Different speech speeds

Match the voice to your brand personality.

Integrations​

What integrations are available?​

IntegrationStatusPlans
TwilioAvailableAll
SIP TrunkAvailableAll
Google CalendarAvailableAll
Microsoft OutlookAvailableAll
Cal.comAvailableAll
API KeysAvailableAll
WebhooksAvailableAll
CRM SystemsComing soon—

How many API keys can I create?​

You can create up to 3 API keys per user.

How do webhooks work?​

Webhooks send data to your systems when events occur:

  1. Configure your webhook URL
  2. Select which events to send
  3. Receive POST requests with event data
  4. Process data in your system

Troubleshooting​

My agent isn't responding to calls​

Check these steps:

  1. Agent is set to "Active" status
  2. Phone number is assigned to the agent
  3. Twilio connection (or SIP trunk) is active
  4. First message is configured
  5. Your credit balance has funds

The agent gives wrong information​

Solutions:

  1. Check knowledge base contains correct information
  2. Verify KB is connected to agent
  3. Add explicit instructions in prompt to use KB only
  4. Lower temperature setting (0.3-0.5)

Call quality is poor​

Try these fixes:

  1. Check your internet connection (5+ Mbps recommended)
  2. Verify Twilio service status
  3. Try a different voice option
  4. For browser testing, use a wired connection

I can't log into my account​

Steps to resolve:

  1. Verify correct email address
  2. Try "Forgot Password" to reset
  3. Clear browser cache and cookies
  4. Try incognito/private mode
  5. Contact support if issues persist

Security & Privacy​

Is my data secure?​

Yes. The platform uses:

  • AES-256 encryption at rest
  • TLS 1.3 encryption in transit
  • Secure cloud infrastructure (EU data centers)
  • Regular security audits
  • Firebase authentication with phone verification

Who can access my call recordings?​

Only users with appropriate permissions in your organization can access recordings. You control access through team management settings and role-based permissions (Owner, Admin, Member).

Is the platform GDPR compliant?​

Yes. The platform complies with GDPR requirements:

  • Data processing agreements available
  • Right to deletion supported
  • Data export available
  • Privacy controls for recordings
  • Opt-out sensitive data storage option

Can I delete my data?​

Yes. You can:

  • Delete individual call recordings
  • Clear knowledge base content
  • Delete agents
  • Request full account deletion

Getting Help​

How do I contact support?​

  • Email: support@hanc.ai
  • Standard response: Within 24 hours
  • Pro/Agency response: Within 4 hours

Where can I find tutorials?​

  • This documentation
  • Setup Guides & Templates — downloadable guides
  • Video tutorials (when available)
  • In-app tooltips and guides

Can I request new features?​

Yes! Send feature requests to support@hanc.ai. We actively consider user feedback for product development.

Is there a community or forum?​

Check the Hanc.AI website for community resources and updates.

Quick Reference​

Use CaseTemperatureResponse LengthVoice Style
Customer Support0.3-0.4ShortCalm, helpful
Sales0.5-0.6MediumEnergetic, friendly
Appointments0.3-0.4ShortProfessional
Reception0.3-0.5Very shortWelcoming

Checklist: Before Going Live​

  • Agent prompt is complete and tested
  • Knowledge base is uploaded and connected
  • First message sounds natural
  • Escalation rules are configured
  • Phone number is assigned
  • Test calls completed successfully
  • Team members have appropriate access