Help Center

Step-by-step: 1) Sign up at kestrelvoice.com/signup and select a plan (Solo $5/mo, Starter $29/mo, Business $499/mo, or Business Plus $999/mo). 2) Complete onboarding at /onboarding/personal/setup — enter your business name, industry, and callback number. 3) Add your emergency address (required for E911). 4) Configure your AI at /settings/ai-agent — choose an industry template (HVAC, Plumbing, Medical, Dental, Legal, Restaurant, etc.), set your greeting, and select a call mode. 5) Purchase a phone number at /settings/phone-numbers. 6) Run a test call at /settings/test-call. You can be live in about 15 minutes.

Visit /connect to link your activated agent to your online account. You will need either: 1) Your card ID and PIN from activation, or 2) Your AI phone number plus email verification. Once linked, your dashboard and settings will be fully accessible.

1) Phone number provisioning — we set up your Twilio number and verify E911. 2) AI configuration — we apply your chosen industry template (HVAC, Plumbing, etc.) and customize greetings, emergency keywords, and business hours. 3) Testing — we run automated test calls to verify appointment booking, emergency routing, and transcript accuracy. 4) Go-live notification — you receive an email and SMS when your agent is active. 5) Dashboard access — your call logs, transcripts, and analytics begin populating immediately.

Emergency handling works in three layers: 1) Keyword detection — the AI listens for emergency phrases (e.g., "gas leak," "no heat," "flooding," "burst pipe") configured in your industry template. 2) Instant transfer — when detected, the AI immediately forwards the caller to your emergency fallback number set at /settings/fallback. 3) Priority logging — the call is flagged as high-priority in your dashboard at /calls with an emergency tag, transcript highlight, and immediate SMS/email alert (if notifications are enabled at /settings/notifications). You can customize emergency keywords at /settings/ai-agent.

Yes. Navigate to /settings/ai-agent and update: 1) Greeting message — the first thing callers hear. 2) System prompt — the core instructions that define the AI's personality and capabilities. 3) Voice type — select from available voice options. 4) FAQs — add business-specific questions and exact answers. 5) Transfer keywords — words that trigger immediate human transfer. 6) Business hours and after-hours behavior. After any change, run a test call at /settings/test-call to verify behavior before going live.

Response time depends on your call mode: Smart Adaptive and Premium Streaming both achieve sub-200ms latency with true barge-in support. Smart Hybrid has moderate latency due to menu-first routing. Basic AI (Gather mode) has low latency because it uses simple DTMF menus. For most businesses, Smart Adaptive is recommended — it combines streaming speed with 25% lower credit cost than full streaming (1.5 credits/min vs 2.0 credits/min). You can change your call mode anytime at /settings/call-mode.

Go to /settings/twilio. Enter your Twilio Account SID and Auth Token. The system will verify the connection and display your available phone numbers. If you do not have a Twilio account, you can purchase a number directly through Kestrel at /settings/phone-numbers without a separate Twilio account. All billing for Kestrel-provisioned numbers is handled through your Kestrel subscription.

Yes. Go to /settings/business-hours. Steps: 1) Set your daily operating hours (open/close times) for each day of the week. 2) Add holiday closures. 3) Choose after-hours behavior: voicemail, transfer to emergency-only line, or continue with AI. 4) Save changes. The AI will automatically adjust its responses based on whether the call occurs during business hours or after hours. You can also configure timezone settings to ensure accurate scheduling.

Navigate to /calls to see your full call history. Each call card shows: duration, status (completed, missed, voicemail), and a transcript preview. Click any call to open the detail view, which includes: 1) Full word-by-word transcript. 2) Sentiment analysis (positive, neutral, negative). 3) AI-generated summary with action items. 4) Recording playback (if call mode supports recording — Smart Adaptive, Hybrid, and Streaming do; Basic AI does not). 5) Caller ID and any captured lead information. You can filter by date range, status, or search by transcript content.

Key metrics available in your dashboard: 1) Call volume — total calls by day/week/month at /analytics. 2) Answer rate — percentage of calls the AI successfully handled vs missed. 3) Average duration — helps identify if calls are too short (missed opportunities) or too long (inefficiency). 4) Sentiment score — caller satisfaction trend from transcripts. 5) Booking conversion rate — percentage of calls that resulted in an appointment (target: 60%+). 6) Credit burn — how many credits you are using per mode at /settings/call-mode. 7) Missed call recovery — follow-up success on unanswered calls. 8) Lead scores — hot/warm/cold qualification from /dashboard/leads.

Call history CSV export is available on the /calls page — click the "Export as CSV" button in the top-right to download call metadata (phone number, duration, status, outcome, timestamp) for your current filtered view. For appointment and lead data, visit /dashboard/leads to view and manage qualified leads with scores. For credit usage breakdown by call mode, check /settings/call-mode. Note: the /analytics dashboard currently does not have a built-in export button — use the /calls CSV export for raw call data analysis in Excel.