Contact us: Or want a setup review? Message us.
We're based in Toronto and support customers across Canada and the U.S. Billing, usage, numbers, flows, and logs are managed inside the portal.
COMMON QUESTIONS
Quick answers about
setup, billing, and flows.
Where do I change my plan or payment method? (Portal)
Login and go to Billing to update your plan, payment method, and invoices.
How do included minutes work? (Monthly)
Your plan includes a monthly pool of minutes. Once used, overage is billed at your plan’s locked per-minute rate.
Do you bill overage during the month or at month-end? (Both)
Usage can be billed automatically during the month or at the end of the billing period, depending on your billing configuration.
Can I use my existing phone number? (Yes)
Yes. Forward your existing number to HiBell so callers still reach your business line.
Can I buy a new local number? (Yes)
Yes. Purchase numbers inside the portal, including specific area codes when available.
Do you support inbound and outbound? (Yes)
Yes. Your account can support inbound, outbound, or both depending on your setup.
How do call flows work? (No-code)
Flows are no-code logic paths that control what the agent asks, says, and does based on intent.
Can the AI transfer to a human? (Yes)
Yes. Configure transfers for business hours, intent types, VIP callers, or escalation keywords.
Can I set business hours and holidays? (Yes)
Yes. Define hours, holidays, and after-hours behaviour inside your flow settings.
Can HiBell capture leads and sync to a CRM? (Yes)
Yes. Capture contact details and push them into CRMs via integrations or automations.
Where do I see call logs and summaries? (Dashboard)
Inside the portal dashboard. You’ll see each call, outcomes, summaries, and key fields.
Do you provide call recordings and transcripts? (Configurable)
Recording/transcripts depend on your configuration and compliance settings for your business.
Can I turn off retention or logging? (Yes)
Yes. Configure retention and logging settings to match your compliance requirements.
Is customer data used to train models? (No)
No. Customer data is processed to run your workflows and is not used to train public models.
Can I connect Google Calendar for bookings? (Yes)
Yes. Sync calendars so the agent can book, reschedule, and confirm appointments during calls.
Can the assistant send SMS confirmations? (Yes)
Yes. Send confirmations, follow-ups, and reminders via SMS based on call outcomes.
What should I include when contacting support? (Best practice)
Tenant name, account email, flow name, and a rough time window of the call you’re referring to.
How quickly can we go live? (Fast)
Basic inbound handling can go live the same day. More complex flows depend on requirements.
Can you help build my first workflow? (Yes)
Yes. Send your industry and top call reasons and we’ll suggest a clean first flow.
What if I don’t see an integration I need? (Webhook/Zapier)
Use webhooks or automation tools to integrate with almost any platform.