Frequently Asked Questions

Find answers to the most common questions about using Asisto.

Getting Started#

How long does setup take?#

Most businesses complete setup in under 5 minutes. The onboarding wizard walks you through everything step by step.

Do I need any technical knowledge?#

No technical skills required. If you can fill out a form, you can set up Asisto.

Can I try before I buy?#

Yes! Start with our Pay Per Appointment plan (free to set up) and only pay when you book appointments.

Calling & AI#

Will callers know they're talking to an AI?#

Most callers don't realize it. Our AI uses natural speech patterns, appropriate pauses, and human-like responses. We've designed it to sound professional and helpful, not robotic.

What happens if the AI can't answer a question?#

The AI will either:

• Offer to transfer the caller to a team member
• Take a message for callback
• Provide your contact information for follow-up

You control this behavior in your settings.

Can the AI handle accents and different speaking styles?#

Yes! The AI is trained to understand a wide variety of accents, speaking speeds, and communication styles.

What languages does the AI support?#

Over 50 languages, including English, Spanish, French, Mandarin, Hindi, Arabic, Portuguese, German, Japanese, Korean, and many more.

Can I make outbound calls from Asisto?#

Yes! The built-in Dialer lets you make calls directly from your browser. You can even hand off a live call to the AI mid-conversation.

Messages & SMS#

Can I send text messages from Asisto?#

Yes! The Messages section lets you send and receive SMS and MMS messages with customers directly from your dashboard.

Does Asisto support picture messages (MMS)?#

Yes. You can send and receive images, documents, and other media attachments. Media previews appear inline in the conversation.

What happens if a customer texts STOP?#

Asisto respects TCPA regulations. When a customer replies STOP, they're automatically opted out and no further messages will be sent. They can opt back in by replying START.

Can I tell if the AI or a team member sent a message?#

Yes. Every message is labeled with a sender badge — AI, Human, or Customer — so you always know who said what.

Dialer#

What do I need to make calls from Asisto?#

Just a modern web browser and a microphone. The first time you make a call, your browser will ask for microphone permission.

Can I choose which phone number appears as my caller ID?#

Yes. When making a call, select which of your provisioned phone numbers to dial from.

What is "Give to AI"?#

During a live outbound call, you can press Give to AI to hand the conversation to your AI receptionist. The AI takes over seamlessly. Press Take Back any time to rejoin the call.

Appointments#

How do I view and manage appointments?#

The Appointments section shows all bookings in a filterable table. You can filter by date range, staff, location, and status, and update appointment statuses directly.

Can I see only my appointments or everyone's?#

Use the Mine / All toggle. Providers see their own appointments by default, while admins and managers can view all appointments across the organization.

What happens when I cancel an appointment?#

The appointment status is updated to Cancelled and the event is automatically removed from the connected external calendar (Google, Outlook, or Apple Calendar).

How does calendar integration work?#

Connect your Google Calendar, Outlook, or Apple Calendar. The AI checks real-time availability and books directly to your calendar.

Can I set which times are available for booking?#

Yes! Configure your business hours and the AI will only offer times within those hours. You can also block off specific times or days.

What if someone needs to cancel or reschedule?#

The AI can handle cancellations and rescheduling. It will update your calendar automatically and notify you of changes.

Do customers receive confirmation?#

Yes, customers automatically receive SMS and/or email confirmation with appointment details.

Phone Numbers#

Do I get a new phone number?#

Yes, we provision a phone number for your AI receptionist. You can also port an existing number or forward calls from your current number.

Can I keep my existing phone number?#

Absolutely! You can either:

• Port your number to Asisto
• Forward your existing number to your Asisto number

What if I have multiple locations?#

You can have a phone number for each location. Each number can have its own settings and routing rules.

Billing & Plans#

When am I charged?#

• Pay Per Appointment: Charged when an appointment is successfully booked
• Unlimited: Billed monthly on your signup anniversary
• Enterprise: Custom billing terms

Can I change plans?#

Yes, upgrade or downgrade anytime from your dashboard. Changes take effect immediately.

What if I go over my plan limits?#

On Pay Per Appointment, there are no limits—you just pay per booking. Unlimited has no limits by design.

Is there a contract?#

No. All plans are month-to-month with no long-term commitment.

Security & Privacy#

Is my data secure?#

Yes. We use bank-level 256-bit encryption for all data. Your information is stored on secure, SOC 2 compliant servers.

Do you support two-factor authentication?#

Yes! You can enable two-factor authentication (2FA) from Settings > Account > Security. We support authenticator apps like Google Authenticator, Authy, and 1Password. Recovery codes are provided in case you lose access to your authenticator.

Are call recordings private?#

Call recordings are only accessible to you and your authorized team members. We never share or sell your data.

Is Asisto HIPAA compliant?#

We're HIPAA-ready for healthcare practices. Contact us for a Business Associate Agreement (BAA) if needed.

Who owns my customer data?#

You do. You have full ownership of all call recordings, transcripts, and customer information.

Troubleshooting#

The AI isn't answering calls#

Check these common issues:

1. Is your phone number active in settings?
2. Are your business hours configured correctly?
3. Is call forwarding set up properly (if using your existing number)?

Callers are complaining about call quality#

Ensure callers are using a stable phone connection. Call quality depends on both ends of the connection.

Appointments aren't showing in my calendar#

1. Check that your calendar is connected in settings
2. Verify the calendar sync is active
3. Make sure you're looking at the correct calendar

I need to change my business information#

Go to Settings > Organization Information to update your business details, hours, and contact information.

I can't hear anything when using the Dialer#

1. Make sure you've granted microphone permission in your browser
2. Check that your microphone is not muted at the system level
3. Try refreshing the page and making the call again

Still Have Questions?#

Can't find what you're looking for? We're here to help:

• Email: support@asisto.com
• Contact Form: /contact
• Response Time: Within 24 hours (faster for Unlimited and Enterprise plans)