The questions that come up most often, and the ones that do not belong to any single tab.
6 min read
The bot is not replying
Work through these in order — it is almost always one of the first three.
1Inbox → is the Bot ON switch at the top of the chat list on? That one covers everything.
2Is that particular chat on manual? Its own switch is at the top of the open chat.
3Channels → is that channel's switch on, and its dot green?
4Billing → have you run out of messages for the period?
5AI Engine → if you run on your own key, has it stopped working?
About the bot's answers
The bot said something wrong.
Fix it in Bot Training. Use Teach it more for a single fact, or redo the interview if a lot has changed. It takes effect immediately.
It invents things.
It fills gaps when asked about something your training does not cover. The cure is more complete training, not different wording.
It replies in the wrong language.
Bot Training → Behavior → Customer languages. *Follow the customer's language* is nearly always what you want.
It is too formal, or too casual.
Bot Training → Behavior → Tone: Friendly and helpful, Professional and formal, or Casual and fun.
Can I stop it discussing something entirely?
Write the rule in Teach it more — for example *never discuss wholesale prices in chat; ask them to call the office*. The bot follows rules written in plain words.
About the 24-hour rule
Facebook, Instagram and WhatsApp all close the messaging window 24 hours after the customer's last message. After that you cannot write to them until they write to you again.
This is Meta's rule and it applies to every business tool, not only getvoicium. It explains three things people often ask about: why a broadcast reaches fewer people than expected, why the follow-up message caps at 23 hours, and why some private replies to comments fail.
About your customers' privacy
Who can see my conversations?
You, and anyone you give your login to. Every tenant's data is isolated at the database level — no other business on getvoicium can reach yours.
Does getvoicium post on my Page?
Only what you have switched on: replies to messages, and public replies to comments if comment automation is on. It never writes a post.
What happens if I disconnect a channel?
All processing for that channel stops at once. Your history stays in the dashboard until you delete it.
How do I delete everything?
Conversations, orders and files can be deleted from their tabs. For the whole account, email us and it is done within 30 days.
About phones and computers
Is there an app?
The dashboard works in a phone browser and is built for it. On iPhone use Share → *Add to Home Screen*, and on Android use the browser menu → *Add to Home screen*; it then opens like an app.
Can two people use one account?
Yes — share the login. Bear in mind that switches are shared too: if one person turns the bot off for a chat, everyone sees it off.
Do I need to keep the dashboard open for the bot to work?
No. The bot runs on our servers and answers whether you are logged in or not. You only open the dashboard to watch, take over, or change something.
Still stuck
Write to us. Include what you did, what you expected, and what happened instead — and a screenshot if you can. A real person answers.