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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?​

The platform supports multiple languages including:

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

You can set the language for each agent independently.

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 email address
  5. Complete your profile

What plans are available?​

PlanBest ForKey Features
Free TrialTestingLimited calls, 1 agent
StarterSmall businessMore calls, 2-3 agents
ProfessionalGrowing businessHigher limits, priority support
AgencyMultiple clientsWhite-label, unlimited agents

How is billing calculated?​

Billing is typically based on:

  • Number of agents
  • Call minutes used
  • Features enabled
  • Plan tier

Check your dashboard for current usage and billing details.

Can I change my plan?​

Yes. You can upgrade or downgrade your plan at any time from Settings → Billing. Changes take effect at the next billing cycle.

What payment methods are accepted?​

  • Credit/Debit cards (Visa, Mastercard, American Express)
  • Bank transfer (for annual plans)

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?​

This depends on your plan:

  • Free Trial: 1 agent
  • Starter: 2-3 agents
  • Professional: 5-10 agents
  • Agency: Unlimited

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

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)
  • Text files (.txt)
  • Markdown (.md)
  • HTML (.html)
  • CSV (.csv)

How big can my knowledge base be?​

File size limits depend on your plan. Generally:

  • Individual files: Up to 10-25 MB
  • Total knowledge base: Varies by plan

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

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 two options:

  1. Use your existing number — Configure call forwarding to Hanc.AI
  2. Get a new number — Purchase a number through the platform (via Twilio)

What is Twilio?​

Twilio is a telecommunications service that powers phone calls on the platform. You need a Twilio account to connect phone numbers. The platform guides you through setup.

How do I connect Twilio?​

  1. Create a Twilio account at twilio.com
  2. Get your Account SID and Auth Token
  3. In Hanc.AI, go to Integrations → Twilio
  4. Enter your credentials
  5. Connection is automatic

Can I use my existing business phone number?​

Yes. You can:

  • Port your number to Twilio
  • Set up call forwarding from your current provider
  • Use Twilio as a backup when lines are busy

Are calls recorded?​

Recording is optional and configurable. 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
  • Take a message for callback
  • Provide alternative contact information
  • Schedule a callback

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?​

  • Twilio — Phone calls (required)
  • Google Calendar — Appointment booking
  • Webhooks — Custom integrations
  • API — Build custom solutions

Can the agent book appointments?​

Yes, if you:

  1. Enable the Calendar Tool
  2. Connect Google Calendar
  3. Configure booking rules in your prompt
  4. Define available time slots

Can the agent send SMS or email?​

Yes, these tools can be enabled:

  • Send SMS — Text confirmations to callers
  • Send Email — Email notifications or confirmations

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 is active
  4. First message is configured
  5. Your plan has available call minutes

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:

  • Encrypted connections (HTTPS/TLS)
  • Secure cloud infrastructure
  • Regular security audits
  • Access controls and authentication

Who can access my call recordings?​

Only users with appropriate permissions in your organization can access recordings. You control who has access through team management settings.

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

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
  • Response time: Within 24 hours (faster for paid plans)

Where can I find tutorials?​

  • This documentation
  • 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