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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?​

Platform UI is available in:

  • English (EN)
  • German (DE)
  • Spanish (ES)
  • French (FR)
  • Italian (IT)
  • Hungarian (HU)

Voice agents support 25+ languages. 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?​

You speak, the AI understands your words, processes the meaning, and responds naturally with voice. The platform handles all the complexity behind the scenes so conversations feel natural and fluid.

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?​

Hanc.AI offers five plan tiers:

  • Free -- One-time credit allocation, 1 agent limit. Ideal for testing.
  • Starter -- Monthly credits, unlimited agents. For small businesses.
  • Pro -- More credits, lower per-minute rates. For growing businesses.
  • Business -- High credit allocation, priority support, 99.9% SLA. For established businesses.
  • Enterprise -- Custom pricing, dedicated manager, white-label, SSO/SAML. For large organizations.

Annual billing is available with a discount compared to monthly. Visit Settings > Billing for current pricing.

How does credit-based billing work?​

Each plan includes monthly credits (package_credits). All usage is deducted from your credit balance across these categories:

  • Phone call credits -- Per-minute charges for phone calls
  • Web call credits -- Per-minute charges for widget calls (typically lower rate)
  • Text message credits -- Per SMS sent as a post-call action
  • Call forwarding credits -- Per call forwarded to a human
  • Phone number credits -- Monthly cost per active phone number

The platform supports USD and EUR currencies. 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) -- via Stripe
  • Bank transfer (Enterprise only)

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?​

  • Free plan: 1 agent
  • Paid plans (Starter, Pro, Business, Enterprise): Unlimited agents

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..."

What call settings can I configure?​

Each agent has configurable call settings:

  • Reminder trigger -- Time before the agent sends a reminder when the caller is silent (default: 30 seconds)
  • Max reminders -- Maximum number of reminders before the agent ends the call (default: 3)
  • End call after silence -- Automatically end the call after sustained silence (default: 10 seconds, must be explicitly enabled)
  • Sentiment analysis -- Analyze caller sentiment during the call (off by default)
  • Call summary -- Generate a summary after the call (off by default)
  • Recording -- Record the call (off by default, check local laws regarding consent)
  • Language -- Set the agent's primary language
  • Opt-out sensitive data storage -- Privacy option for sensitive data

What are data retrieval fields?​

Data retrieval fields let your agent extract structured information from conversations. Supported types:

  • Text -- Free-form text (e.g., caller's name, email)
  • Number -- Numeric values (e.g., budget, quantity)
  • Boolean -- Yes/no values (e.g., "interested in demo?")
  • Selector -- Choice from predefined options (e.g., preferred product)

Extracted data is available in call logs and can be sent to external systems via post-call actions.

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 an existing number -- Connect phone numbers you already own
  3. Connect SIP -- Use your existing SIP trunk provider

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.

Are calls recorded?​

Recording is optional and configurable per agent (recording_enabled setting, off by default). 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

Website Widget​

What widget types are available?​

Three widget types are available:

  • Floating call widget (hanc-ai-floating-call) -- A floating button on the page
  • Pill call widget (hanc-ai-pill-call) -- A compact pill-shaped button
  • Inline call widget (hanc-ai-inline-call) -- Embedded directly in your page layout

What color themes are available?​

The widget supports 12 color themes configurable from the dashboard:

Default, Purple, Blue, Cyan, Emerald, Amber, Tangerine, Rose, Ember, Black, White, and Tangerine Neon.

Set the theme via the theme attribute on the widget element or through the agent's widget settings in the dashboard.

What events does the widget emit?​

The widget emits events you can listen to for integration:

  • status-changed -- Fires when the internal LiveKit connection status changes. Statuses: idle, connecting, connected, agent-connected, disconnecting, disconnected, error
  • call-start -- Fires when a call begins
  • call-end -- Fires when a call ends
  • state-change -- Fires when the widget state changes. States: idle, connecting, active, ending, error
  • error -- Fires on errors
  • audio-track -- Fires when a remote audio track is received
  • local-audio-track -- Fires when the local audio track is created

What are the technical requirements for the widget?​

The widget requires:

  • WebGL 2.0 (for the orb animation)
  • Web Audio API
  • WebRTC (for real-time voice communication)

Actions & Tools​

What tools can agents use during calls?​

ToolPurposePlans
Call ForwardingTransfer to a humanAll plans
Google CalendarCheck availability & book appointmentsAll 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 your Google Calendar and enable the Google Calendar tool. The agent will check your availability and book appointments directly during the call. Available on all plans.

Google Calendar settings include:

  • Slot durations: 15, 30, 45, 60, 75, 90, 105, or 120 minutes
  • Working hours: Configurable start and end times (default 09:00-18:00)
  • Working days: Configurable (default Monday-Friday)
  • Timezone: Configurable per calendar

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: 10 characters (system minimum)
  • Maximum: 15,000 characters (system maximum)
  • Recommended: 500-1,000 words for comprehensive behavior

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
Phone NumbersAvailableAll
SIP TrunkAvailableAll
Google CalendarAvailableAll
API KeysAvailableAll

How many API keys can I create?​

You can create up to 3 API keys per user.

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. Phone 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. Check the platform status page
  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/Business 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