Question 1

How does pricing work?

Accepted Answer

You top up with $20, $50, or $100 of voice credit. Voice minutes are billed against that credit at $0.15/min on Starter, $0.12/min on Growth, or $0.10/min on Scale. There are no setup fees, no contracts, and no monthly platform fees beyond your top-up.

Question 2

Do my voice minutes expire?

Accepted Answer

Voice credit is valid for 60 days from the date of purchase. After 60 days any unused balance expires. Top up again at any time to extend — every new top-up gets its own fresh 60-day window.

Question 3

What about phone numbers — do those expire?

Accepted Answer

Phone numbers are billed monthly and renew every 30 days. They don't expire while you're paying for them, but if you cancel a number it's released back to the carrier and the recurring fee stops. Voice credit and phone-number billing are completely separate.

Question 4

Can I top up more than $100?

Accepted Answer

Yes. You can top up multiple times in any combination — Stripe handles every charge. High-volume teams typically run 3–5 Scale top-ups a week.

Question 5

Are there any hidden fees?

Accepted Answer

No. The only line items on your bill are voice credit (one-time) and phone numbers (monthly, only if you provision one). We don't charge for transcription, recording, integrations, or concurrency.

Question 6

Do you offer refunds?

Accepted Answer

If you experience a service issue we'll always make it right. Unused credit purchased within the last 14 days is refundable on request.

Question 7

Do I need to buy a phone number?

Accepted Answer

No. You can use our shared connectivity for free for outbound web-call testing and inbound demos. You only need a dedicated DID if you want a real, persistent inbound or branded outbound number.

Question 8

What does a phone number cost?

Accepted Answer

$2/month for US local numbers, $5/month for Canada, the UK, and most of Europe. Toll-free US numbers are available on request. Phone-number rates renew every 30 days.

Question 9

Which countries can you provision numbers in?

Accepted Answer

Out of the box: USA, Canada, UK, Germany, France, Spain, Italy, Netherlands, Ireland, Belgium, and Portugal. We can provision in 60+ other countries on request.

Question 10

Can I keep my existing number?

Accepted Answer

Yes — both via SIP trunking (point your existing carrier at our SIP endpoint) and via full porting. We'll handle the LOA paperwork.

Question 11

Are calls truly carrier-grade?

Accepted Answer

Yes. We run on Tier-1 carriers in every region, with HD-voice codecs, STIR/SHAKEN attestation in the US, and call-quality monitoring on every leg.

Question 12

How many concurrent AI agents do I get?

Accepted Answer

1 on the Starter plan, 2 on Growth, and 3 on Scale. That means up to 1, 2, or 3 calls happening simultaneously. Need more? Reach out and we'll tailor a higher-concurrency plan.

Question 13

What languages and accents do you support?

Accepted Answer

English (US, UK, Australian, Indian), Spanish (LATAM and Spain), French, German, Portuguese, and Italian — with native-sounding voices and sub-second latency in all of them. More languages on request.

Question 14

Can the agent transfer to a human?

Accepted Answer

Yes. Warm transfers, cold transfers, conference, and IVR-style routing are all supported, and you can define the trigger conditions in plain English.

Question 15

Does it integrate with my CRM and calendar?

Accepted Answer

Yes. We integrate with HubSpot, Salesforce, Pipedrive, Google Calendar, Microsoft 365, ServiceTitan, Housecall Pro, OpenTable, Mindbody, and ~200 others via webhooks and Zapier. Custom integrations are part of the Growth and Scale plans.

Question 16

Can I record and transcribe every call?

Accepted Answer

Yes — included on every plan, with PII redaction options. Recordings and transcripts live in your dashboard and can be pushed to your CRM, Slack, or webhook.

Question 17

Where is my data stored?

Accepted Answer

All call audio, transcripts, and metadata are stored in encrypted regional buckets (US East / EU West) and are accessible only to your account.

Question 18

Are you HIPAA-ready?

Accepted Answer

Yes. We sign BAAs with healthcare and dental customers and offer PHI redaction in transcripts. Reach out before you go live with patient calls so we can configure your account properly.

Question 19

What about TCPA, DNC, and consent?

Accepted Answer

We provide DNC scrubbing, consent capture flows, and configurable calling-window enforcement. You're responsible for your campaign's compliance — we provide the guardrails.

Question 20

How do you handle prompt injection and bad actors?

Accepted Answer

Every agent runs inside a sandbox with allow-listed tools, jailbreak detection, and conversation timeouts. Our trust & safety team monitors for abuse 24/7.

Question 21

Where do I sign in?

Accepted Answer

Your dashboard lives at dashboard.9278.ai/login. You can review usage, top up credit, manage phone numbers, edit agent prompts, and download transcripts.

Question 22

How fast can I be live?

Accepted Answer

Most teams launch their first agent in under 5 minutes from sign-up. Migrating an existing 24/7 inbound flow with full CRM integration typically takes 1–3 days.

Question 23

What support is included?

Accepted Answer

Email support on Starter, priority email + chat on Growth, and a dedicated success manager on Scale. We respond to billing and outage issues 24/7 on every plan.

Everything you wanted to know.

Billing & credit

Phone numbers & connectivity

Agents & capabilities

Compliance & data

Account & support

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