AI Voice Agent FAQ

An AI voice agent answers the phone and talks naturally with your customers, the way a receptionist would. It understands requests in the caller's own words, answers from your business information, books appointments, and hands off to your team whatever needs a person. It works 24/7, with no breaks.

You choose how the agent introduces itself. We recommend presenting it as your business's virtual assistant: most callers find it reassuring, and it's more transparent. The voice sounds natural, and the agent answers without the long pauses of older automated systems. What matters most to your customers is getting an answer right away.

The agent only answers from your business information and the rules defined with you. When a question falls outside those limits, it doesn't guess: it transfers the call to the right person or takes a complete message. Every call is recorded and summarized, so you can spot a mistake and correct the agent quickly.

No. The agent takes the repetitive calls, like opening hours or bookings, and the ones that come in when your team is busy or away. Your team keeps the conversations that need judgment or a real person. In practice, they spend less time on the phone and more time with customers in front of them.

The agent transfers the call to the right person with a summary of the request, so the customer doesn't have to repeat everything. If nobody is available, it takes a complete message and sends it to you by email or text. You decide who gets transfers, at what hours, and in which cases.

Yes. The agent can call back leads who fill out your form in under 30 seconds, while they're still thinking about you. It can also remind customers of an appointment the day before, offer a freed-up slot to your waitlist, or run a short calling campaign. Calls go out from your current number.

Your agent is live in a few weeks. We start by understanding your calls, then design the agent and connect it to your tools. We test it with you before launch and monitor the first calls to fine-tune it. The timeline mostly depends on how many tools need to be connected.

You mainly provide information about your calls: what customers ask, your hours, your services, and who handles what. Your existing documents, like your website, policies, or price list, become the basis for the agent's answers. For the setup, we also need access to your phone system and the tools to connect.

No. Our team builds and connects the agent for you, and handles testing before launch. If you later want to change an answer or a rule, you can do it yourself in a visual editor, with no code. You can also just ask us to do it.

The agent learns from your web pages, guides, FAQs, and policies. It answers from that content, not from information found elsewhere. When your hours, prices, or services change, you update the content and the agent uses it right away.

Yes. The agent connects to your current phone system, and customers keep calling the same number. You don't have to switch carriers or announce a new number. You simply choose which calls the agent takes: all of them, overflow, or after-hours calls.

Vatel works with most business phone systems, including Webex, Microsoft Teams, Yeastar, 3CX, Asterisk, Bicom, and Twilio. It connects through a direct connection or simple call forwarding, and our team handles the setup. If your system isn't on this list, contact us: there's almost always a way.

Yes. Vatel connects to Salesforce, HubSpot, Zendesk, Freshdesk, Google Calendar, Calendly, and Cal.com, among others, and to any software with an API. During the call, the agent looks up and updates information. After the call, the summary is already in your tool, with no data entry for your team.

The agent takes as many calls as needed at the same time. Unlike a receptionist, who can only talk to one person at a time, the agent never leaves anyone in a queue or on a busy signal. That's how you get through a Monday morning, a storm, or peak season without losing calls.

The agent is multilingual: it speaks French, English, and several other languages. It recognizes the caller's language from their first words and carries the whole conversation in that language, with no language menu. If the caller switches languages mid-call, the agent follows naturally.

Yes. The agent is built to understand Quebec and Canadian accents, including everyday expressions. It also filters out background noise, which helps it understand a customer calling from their car, a job site, or a busy place.

Yes. Vatel is fully compliant with Law 25 and follows PIPEDA. Recordings and transcripts are treated as sensitive personal information: they're encrypted, accessible only to authorized people, and kept for the period you choose. Vatel never sells data to third parties.

Your data is hosted with Google Cloud and Supabase, in data centers in Canada and the United States. These providers are SOC 2 Type II certified, and your data is encrypted in transit and at rest. For details on our subprocessors, visit our Trust Center or contact us.

You choose, from 24 hours to 2 years. After that, recordings and transcripts are deleted. You can also turn off audio recording for sensitive calls and keep only the written summary.

Data that can identify a person is never used to train public models. Vatel may use anonymized, aggregated data to improve its service, meaning data stripped of anything that could identify your customers. You can opt out of this use.

Not yet. Vatel's SOC 2 Type II audit is in progress. Our security controls are already aligned with ISO/IEC 27001:2022, and our infrastructure is hosted with providers that are SOC 2 Type II certified. The report will be available once the audit is complete.

Vatel's pricing depends on your call volume and what the agent needs to do: answer, book appointments, connect to your software. For a first idea of what missed calls are costing you, use our calculator. For pricing based on your actual calls, book a demo.

Yes. You can listen to a sample call on our homepage. During the demo, we then show you the agent with situations taken from your own business, so you hear how it would answer your customers. You decide only after that.

You tell us about your calls: how many you get, what customers ask, and what slips through today. We then show you the agent with examples from your business and answer your questions about setup and pricing. We get back to you within one business day of your request.