Help & FAQ

She picks up on ring 1 with: "Thanks for calling [your business] — this is [her name]. How can I help?" The exact greeting was captured at signup and is editable in your dashboard.

Every call begins with a recording disclosure ("This call may be recorded for quality and scheduling purposes"). This plays automatically and is required by law in some states. You can customize the wording in your dashboard.

By default Violet collects: name, phone number, and what they're calling about (service). You can add or remove fields in your dashboard under "Intake fields" — for example dental practices often add insurance, plumbers add address, salons add stylist preference.

She always asks the caller to confirm their phone number for SMS — even if we already have it from caller ID. This is a TCPA compliance requirement and a respect-the-customer thing.

She never says "I don't know" and hangs up. Instead she does one of three things, depending on the situation:

1. Promises a follow-up. "I want to make sure I get this right — let me have [your name] follow up within an hour. What's the best number?"
2. Texts you the transcript. She SMS's you the call summary and the caller's question with one tap to call them back.
3. Books a callback window. "Would late afternoon work? I'll have him call you between 4 and 5."

She never invents prices, hours, services, or staff names. If it isn't in your knowledge base, she asks you.

Yes. There's a Pause toggle on your dashboard. While paused, every call goes straight to voicemail with a custom message you record (e.g. "We're closed for the holiday weekend — please leave a message and we'll call you back Tuesday").

Resume any time. Violet starts answering again on the next ring.

Two ways:

• Set business hours in your dashboard — outside those hours, calls go to a Violet-recorded voicemail with the next-open time.
• Toggle "Force voicemail" on — instant override regardless of hours. Useful for snow days, family emergencies, or "I just need a quiet hour."

In your dashboard there are three text fields:

• Words to use — e.g. "neighbors" instead of "customers", "studio" instead of "shop"
• Words to avoid — e.g. don't say "cheap," don't say "discount" (we say "investment")
• Escalation phrase — what she says before texting you, e.g. "Let me get the owner involved"

Changes take effect on the next call. No redeploy.

Every voicemail produces three things:

1. An email to you with the transcript, audio file link, and caller details
2. An SMS summary to your owner phone with caller name + reason for calling + tap-to-call
3. A dashboard entry you can search, replay, or text back from

You can mute either the email or the SMS in dashboard settings — but we don't recommend muting both.

Yes. When the same number calls again, Violet greets them by name ("Hi Maria, welcome back to Sunset Plumbing — last time we booked you for the kitchen sink, what's up today?") and pulls up their last booking. This is tied to the phone number, not a login — so it works for any caller, no setup needed.

She escalates instantly. The caller hears "Let me get [you] on the line right away — staying on?" while she pings your phone with a one-tap-to-join SMS. If you don't answer in 30 seconds she takes a careful voicemail and texts you the transcript marked URGENT.

You can configure which keywords trigger urgent escalation in your dashboard (e.g. "leak," "pain," "lawyer," "refund").

Three ways:

• Manually — type their email, first name, last name in the form on the Campaigns page
• Auto from calls (rolling out next week) — Violet adds anyone who shares an email during a call, with consent
• CSV import (coming soon) — upload your existing list

Subscribers can unsubscribe with one click in any broadcast. We honor it instantly.

On the Campaigns page:

1. Write a subject (under 50 chars works best on mobile)
2. Write the message — plain English, sounds like a real person
3. Use {{firstName}} for personalization
4. Click "Send to N subscribers"

The send happens from your branded address (e.g. Sarah at Sunset Plumbing <[email protected]>). Replies go straight to your real inbox — no Violet middleman.

Add yourself as a subscriber and send a real broadcast — it counts as 1 send. Native test-send mode is shipping with the next deploy. For now: keep your subscriber count at "your email + 0 customers" until you've previewed once.

The "Recent broadcasts" panel on the Campaigns page shows sent / failed / recipients per send. Per-recipient open + click tracking is rolling out in v2 (next 30 days). Bounce notifications come to your inbox immediately if Resend rejects an address.

On the Social page, click "Connect" next to each platform (Instagram, Facebook, X, LinkedIn). You'll be sent through that platform's OAuth flow — no password sharing, no token copying.

You can revoke access at any time from the same page or directly from the platform's app settings.

Type a one-liner about what you want to post ("Memorial Day weekend special — 20% off cleanings"), pick the platforms, and Violet drafts a tailored version for each (different lengths, hashtag styles, CTA wording). You review, edit, and approve.

Nothing goes live without your approval click — even scheduled posts can be edited up to 5 minutes before publish.

Yes. Pick a date and time per post. We recommend mornings on weekdays (Tue/Wed/Thu 9–11 AM tend to perform best for SMB audiences). Violet shows you a forecast based on your past performance once you have 4+ weeks of data.

Because your reputation is on the line. We never auto-publish AI-drafted content to your social accounts. The "approve" step is one tap and takes 2 seconds, but it's your final brand check.

If you want a faster flow, you can mark certain post types (e.g. "weekly check-in", "appointment reminder") as auto-approve. Coming soon.

Tell Violet your goal ("get 5 new patients next month"), your budget ("$500"), and your audience ("families within 5 miles"). She generates:

• 3 headline variants
• 2 body copy variants
• Suggested target audience parameters
• Recommended budget split per day
• Creative directions (ask Designer to make the image)

You review on the Ads page and tweak anything.

One tap "Launch on Meta" or "Launch on Google" deep-links you to the ads platform with everything pre-filled — copy, audience, budget. You hit "publish" inside the platform.

This is intentional: ad platforms are aggressive about who can spend money on their behalf, and we'd rather you stay in control of the final click than risk a suspension.

Violet won't suggest a budget above what you set. The hard cap is enforced on the ad platform (Meta / Google), not by us — so set your daily/lifetime cap when you publish and the platform will stop spending when you hit it.

We recommend starting at $20–50/day for the first 3 days, then scaling what works.

Common SMB needs: appointment reminders, seasonal promos, holiday greetings, "we're hiring" posts, before/after showcases, testimonial cards, opening hours updates. We're adding new templates weekly based on what customers request.

Your brand colors and logo are pulled from your website at signup (via the auto-crawl). On the Designer page you can:

• Override colors (HEX picker)
• Upload a different logo
• Pick a font pairing
• Edit any text directly on the canvas

Saves apply across all future templates.

Yes. From any finished design, click "Send to Campaigns" — it attaches to a fresh broadcast draft on the Campaigns page. Or click "Download PNG" for use anywhere.

Email [email protected] from the address on your account. We'll send you a one-time secure link to update your card via Stripe — we never see or store your card number directly.

Self-serve card update in the dashboard ships within 30 days of launch.

Email [email protected] from the address on your account. We confirm within 1 business day. Cancellation takes effect at the end of your current billing period — you keep access until then.

Within your first 30 days? See "money-back guarantee" below.

If Violet isn't right for your business in your first 30 days — for any reason — email [email protected] and we refund the full $399.99. No questions, no exit interview, no "are you sure?" loop. Full details on our refund page.

There's currently one plan: $399.99/mo. The Brand add-on (+$199.99/mo for website + promo materials creation) launches Q3 2026 and will be opt-in from the dashboard.

Stripe sends a receipt to the email on file every month, automatically. To download past invoices: email [email protected] and we'll send a PDF for any month. Self-serve invoice download in dashboard within 60 days.

Up to 1,500 voice minutes/month are included — that's about 100 calls of average length, comfortably more than most SMBs use. Above 1,500, additional minutes are $0.05 each.

We email you when you cross 80% so there are no surprises. Most customers never hit the cap.

The fastest setup. Your existing business number stays yours — calls to it ring through to Violet behind the scenes.

Look up your dedicated Violet number on your dashboard (under "Phone"), then dial these codes from your business phone:

• Always forward all calls: **21*[Violet number]# then call
• Forward only when busy or unanswered: **61*[Violet number]# then call
• Cancel forwarding: ##21#

Codes are GSM standards — they work on Verizon, AT&T, T-Mobile, most carriers. If yours uses different codes, the carrier's app or website always has a "call forwarding" setting.

Yes — porting takes 5–15 business days depending on your carrier. Email [email protected] with:

• Number to port
• Current carrier
• Account number with current carrier
• PIN (the carrier issues this)
• Recent bill copy (PDF or screenshot)

We handle the rest. Your number works the entire time — no service interruption during the port.

At signup we provision a number in your business's area code automatically. Want a specific area code or a vanity number? Email [email protected] within your first 7 days and we'll swap it.

Coming in v2. For now, one Violet number per account. If you have multiple branches, email us — we can usually set up a routing scheme that works.

Yes — every call is recorded and transcribed. Violet plays a recording disclosure at the start of every call ("This call may be recorded for quality and scheduling purposes") which satisfies most US states. California, Florida, Illinois, Massachusetts and a few others require all-party consent — the standard disclosure covers it.

You control retention: default is 90 days, extendable to 7 years on request, deletable on demand.

You can also disable recording entirely in your dashboard if you prefer transcript-only.

Violet only texts numbers the caller has explicitly given her consent to text. She always asks ("What's the best number to text the confirmation to?") and confirms before sending — even when caller-ID would let her skip the question. Every SMS includes "Reply STOP to opt out."

Standard accounts are not HIPAA-covered. For dental, medical, and mental-health practices we offer a HIPAA tier with a signed Business Associate Agreement — request it at [email protected] before your first patient call.

On the standard tier, Violet is instructed never to discuss medical details, diagnoses, prescriptions, or test results — she stays in scheduling/hours/insurance territory.

No. Never. We don't sell, rent, or share customer data with anyone outside the small set of service providers required to run Violet (Stripe for payments, Twilio for phones, Cloudflare for hosting, your chosen calendar provider). We don't run ad trackers on this site. We don't train AI models on your customer call content.

Three things to check, in order:

1. Forwarding active? Call your business line from a different phone. If it rings on your old phone, forwarding isn't on. Re-dial the forwarding code (**21*[Violet number]#).
2. Pause toggle off? Check the dashboard — if "Pause" is on, calls go to voicemail.
3. Within business hours? If you set business hours and it's outside them, that's by design. Disable hours or extend them.

If all three are correct and it still doesn't work, email us with the time and caller number — we'll trace the call.

Most likely cause: Force voicemail toggle is on, or business hours are too narrow. Check both in your dashboard. Toggle off → next call she answers.

Less common: your forwarding code only forwards when busy or unanswered — change to always forward with **21*[Violet number]#.

Check:

1. Right phone & email on the account? Dashboard → Profile. Make sure it's the number you actually carry, not a landline.
2. Spam folder? Some inboxes flag @iamviolet.com on first send — mark as "not spam" once and you're set.
3. SMS notifications muted? In dashboard settings, "Owner SMS" must be on.
4. Carrier blocking? Some carriers (looking at you, Verizon) flag automated SMS. Email us — we can re-register the number.

If audio quality dropped, it's almost always a network issue. We monitor 24/7 and the status page is at status.iamviolet.com.

If she's sounding flat or wooden in your specific persona — try a different persona variant (warm / professional / energetic / soft-spoken) or different voice gender. Voice character matters more than people expect.

In your dashboard under "Receptionist" → "Pronunciation hints" — type the phonetic spelling. E.g. for "Spar Pet Salon" you might write Spar like 'spar with someone' Pet Salon. Updates apply to the next call immediately.

Reconnect the calendar from your dashboard ("Connect calendar" button) — most often it's a stale OAuth token. Bookings made before reconnect remain valid; new ones go to the freshly-connected calendar.

Double-booking is almost always a calendar-sync delay (your phone's calendar app hadn't synced yet). Refresh and the conflict resolves itself.

That should never happen — strict per-customer isolation. Email us with the caller's number, time of call, and your business name. We'll pull the call recording and trace it. If it's a real bug we credit you a free month and ship a hotfix the same day.

Try in order: refresh the page, sign out and back in, try a different browser, check status.iamviolet.com. Calls keep working even if the dashboard is down — they're on independent infrastructure.