Frequently Asked Questions
Section Navigation
Quick Answers
| Question | Answer |
|---|---|
| How do I check my resource balance? | View your balances on the Wallet page or the main dashboard. |
| Why won’t my campaign start? | Most common causes: insufficient resource balance, unconfigured provider, or no active phone number. See Common Issues. |
| Do I need my own Meta account for WhatsApp? | Yes. You need a Meta Business Manager account with a WhatsApp Business Account (WABA) and registered phone number. |
| How does billing work? | Voxvaani uses a plan-based resource balance model. Each account has separate balances for voice minutes, WhatsApp messages, email credits, and CRM leads. |
| Can I export my data? | Yes. Export contacts as CSV, download campaign reports, or request a full account export from support. |
General
What is Voxvaani?
Voxvaani is a unified communication platform that enables businesses to manage voice calls, WhatsApp messaging, email campaigns, and conversational AI from a single dashboard.
What are the supported browsers?
Chrome 90+, Firefox 88+, Safari 14+, and Edge 90+.
Is there a mobile app?
Yes, Voxvaani companion app is built using React Native (Expo) and available for iOS and Android via the respective app stores.
Account & Billing
How do I create an account?
Visit the login page and click Create Account. You can also be onboarded by your administrator.
How does billing work?
Voxvaani uses a plan-based resource balance model. Each account has separate balances for voice minutes, WhatsApp messages, email credits, and CRM leads. You can purchase plans and resource packs through Razorpay.
Do unused resources roll over to the next billing cycle?
Plan-allocated resources reset each billing cycle and do not roll over. However, resources purchased via Resource Packs do not expire and remain available until consumed. If you anticipate needing extra capacity across cycles, resource packs offer the best value.
What payment methods are accepted?
Razorpay processes payments via credit/debit cards, UPI, net banking, and other Indian payment methods.
Can I get a refund?
Contact support with your transaction details for refund inquiries. Refunds are evaluated on a case-by-case basis. Refund eligibility depends on the nature of the transaction and time elapsed since purchase.
What happens when my resource balance reaches zero?
When a resource balance hits zero, active campaigns using that resource will pause. Outbound calls, WhatsApp messages, and emails will be blocked until you top up. Inbound communications (incoming WhatsApp messages, incoming calls) are not affected. You will see low-balance warnings on the dashboard well before depletion.
What happens when my plan expires?
When your plan expires without renewal, your account enters a grace period of 14 days during which data access remains available but campaign execution is paused. If the plan is not renewed within the grace period, account access may be restricted. Historical data (contacts, campaigns, logs) is retained for 30 days after plan expiry. Contact your administrator or support to renew before data retention limits apply.
How do I reset my password?
From the login page, click Forgot Password and enter your registered email address. You will receive a password reset link valid for 24 hours. If the email does not arrive within 5 minutes, check your spam folder and ensure you are using the correct email. If you are already logged in, change your password from Settings .
Are there API rate limits?
Currently, the Voxvaani API does not enforce hard rate limits. However, excessive usage may trigger platform stability safeguards. For bulk operations, use the bulk-send endpoints which are designed for high throughput and return immediately for asynchronous processing.
Features
Do I need to connect my own Meta account for WhatsApp?
Yes. You need a Meta Business Manager account with a WhatsApp Business Account (WABA) and registered phone number. Voxvaani uses Meta OAuth for secure connection.
Can I use my own phone number for calling?
Yes. You can purchase or port numbers through Voxvaani’s phone number inventory, or configure your own SIP credentials.
What AI models are supported?
Voxvaani supports OpenAI and Gemini for AI Agents and Chatbot features. Configure your API keys in Settings .
Can I send WhatsApp messages without templates?
For proactive (outbound) messages, you must use approved templates per Meta’s WhatsApp Business API policy. The Bulk Messaging channel provides an alternative.
How are duplicate contacts handled during imports?
When importing contacts via CSV or Excel, Voxvaani detects duplicates by phone number. You can choose to skip duplicates, update existing records, or create duplicates with a warning. The import preview screen shows a summary of new, updated, and skipped entries before you finalize the import.
How do I export my data?
You can export data from multiple areas of the platform:
| Data Type | Export Path | Format |
|---|---|---|
| Contacts | Contacts page > Export button | CSV |
| Campaign Reports | Campaigns > Select campaign > Export | CSV, PDF |
| Call Logs | Campaigns > Call Logs > Export | CSV |
| Transaction History | Billing > Transactions > Export | CSV |
| Full Account Export | Contact support with your request | CSV (compiled) |
All exports respect your currently applied filters. For compliance or data portability requests, use the full account export option.
Is bulk contact deletion or tag assignment supported?
Yes. On the Contacts page, you can select multiple contacts using checkboxes and apply bulk operations such as assigning/removing tags, adding to a segment, or exporting. Bulk deletion is available but requires confirmation.
Troubleshooting
Why won’t my campaign start?
Check: resource balance, provider configuration, contact list, and campaign schedule. See Common Issues for details.
How do I check my resource balance?
View your balances on the Wallet page or the main dashboard.
Who do I contact for help?
Contact Support or your platform administrator.
Campaign Best Practices
What is the best time to launch campaigns?
Optimal times vary by audience and channel:
- Voice campaigns: 10 AM to 12 PM and 3 PM to 6 PM on weekdays. Avoid early mornings (before 9 AM) and late evenings (after 8 PM) per DND guidelines.
- WhatsApp campaigns: Business hours only per Meta’s policy. Avoid weekends unless your audience is primarily B2C.
- Email campaigns: Tuesday through Thursday mornings (9 AM to 11 AM) show the highest open rates.
How can I improve campaign delivery rates?
- Verify contact phone numbers using Truecaller enrichment
- Segment audiences into smaller, targeted groups
- Use personalized template variables instead of generic text
- Test with a 50-contact batch before full launch
- Schedule campaigns during appropriate hours
- Monitor and clean bounced/failed contacts after each campaign
Should I warm up a new WhatsApp number before bulk campaigns?
Yes. Meta’s quality rating system favors numbers that send consistently over time rather than in bursts. Start with smaller campaigns (50-100 messages/day) for the first week after connecting a new number, then gradually scale up to maintain a GREEN quality rating.
Privacy & Security
How is my data protected?
All data transmitted between your browser and Voxvaani is encrypted over HTTPS. API keys are hashed at rest and never exposed after creation. Role-based access control ensures users only see features and data relevant to their permissions.
Is Voxvaani GDPR compliant?
Voxvaani provides tools to support GDPR compliance, including:
- Data export capabilities for contacts, campaigns, and transactions
- Contact deletion with confirmation workflow
- Opt-in/opt-out tracking for WhatsApp and email recipients
Contact your administrator or support for a Data Processing Agreement (DPA) if required.
Where is my data stored?
Your data is stored on servers managed by your Voxvaani instance provider. Contact your administrator for details about data residency and infrastructure.