> ## Documentation Index
> Fetch the complete documentation index at: https://docs.avidra.net/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ

> Answers to the most common questions about Avidra's missed-call recovery, AI SMS, billing, and setup.

## Getting started

<AccordionGroup>
  <Accordion title="What is Avidra?" icon="circle-help">
    Avidra is an AI receptionist that recovers missed calls for local service businesses. When a customer calls and you cannot answer, Avidra sends an instant text-back, captures what they need through AI-powered SMS, and delivers a qualified lead to your dashboard.
  </Accordion>

  <Accordion title="How long does setup take?" icon="timer">
    Most teams finish setup in under 10 minutes. You create an account, connect your phone number, configure call forwarding, and run a test call. See [Onboarding](/getting-started/onboarding) for the full walkthrough.
  </Accordion>

  <Accordion title="Do my customers need to install anything?" icon="smartphone">
    No. Customers interact entirely through standard phone calls and SMS — no app downloads or account creation required on their end.
  </Accordion>

  <Accordion title="Can I keep my existing business number?" icon="phone">
    Yes. Most teams use forwarding mode, which routes unanswered calls from your existing number to Avidra. Your customers keep calling the same number they always have. See [Phone Setup](/configuration/phone-setup).
  </Accordion>
</AccordionGroup>

## Missed-call recovery

<AccordionGroup>
  <Accordion title="How fast does the text-back go out?" icon="zap">
    Typically under 10 seconds after the missed call is confirmed. The caller receives an SMS from your Avidra number with your business name and a natural opening.
  </Accordion>

  <Accordion title="What if the same person calls multiple times?" icon="repeat">
    Avidra groups repeat callers under a single lead. Call history, conversation threads, and pipeline status all stay consolidated — no duplicate entries.
  </Accordion>

  <Accordion title="Will Avidra text back every missed call?" icon="filter">
    Not always. Avidra checks several conditions first: the call must be in a confirmed missed state, the number must map to an active workspace, and the caller must not have been recently processed. See [Missed Call Recovery](/how-it-works/missed-call-recovery) for the full list.
  </Accordion>

  <Accordion title="Does it work after hours?" icon="moon">
    Yes. Missed-call recovery runs 24/7 regardless of your business hours. You can customize after-hours messaging in [Business Hours](/configuration/business-hours).
  </Accordion>
</AccordionGroup>

## AI SMS conversations

<AccordionGroup>
  <Accordion title="What does the AI actually say?" icon="message-square">
    The AI sends contextual, natural-language replies that collect service details, assess urgency, and keep the caller engaged. You can customize the AI persona and tone in [AI Behavior](/configuration/ai-behavior). See a full example in [AI SMS Conversations](/how-it-works/ai-sms-conversations).
  </Accordion>

  <Accordion title="Can I jump into a conversation manually?" icon="hand">
    Yes. You can reply manually in the [Conversations](/using-avidra/conversations) view at any time. When you send a manual reply, the AI steps back and lets you take over.
  </Accordion>

  <Accordion title="What happens if the AI detects an emergency?" icon="alert-triangle">
    Messages mentioning gas leaks, flooding, electrical hazards, or medical emergencies are flagged immediately. Your team is notified so they can respond directly.
  </Accordion>

  <Accordion title="Is there a limit on AI replies per conversation?" icon="hash">
    Yes. Each conversation has a max AI turn count to prevent runaway threads. Once the limit is reached, the thread continues in manual-only mode. Check your limits in [Usage and Limits](/configuration/usage-and-limits).
  </Accordion>
</AccordionGroup>

## Billing and plans

<AccordionGroup>
  <Accordion title="Is there a free plan?" icon="badge-check">
    Yes. The Free plan includes 5 leads per month with no credit card required. It is a good way to test the full recovery flow on your real business number.
  </Accordion>

  <Accordion title="What counts as a lead?" icon="user-plus">
    A lead is created when a new missed caller is detected and processed. Repeat calls from the same number do not count as additional leads — they are grouped under the existing record.
  </Accordion>

  <Accordion title="What happens if I hit my lead limit?" icon="shield-alert">
    New missed calls will still be logged, but text-back and AI recovery will pause until the next billing cycle or until you upgrade your plan. See [Billing and Plan](/configuration/billing-and-plan).
  </Accordion>

  <Accordion title="Which plan includes AI SMS?" icon="bot">
    AI SMS conversations are available on the Pro plan and above. The Free and Starter plans include text-back but not AI-powered follow-up.
  </Accordion>
</AccordionGroup>

## Phone and routing

<AccordionGroup>
  <Accordion title="Which carriers work with Avidra?" icon="radio-tower">
    Avidra works with any carrier that supports conditional call forwarding — including AT\&T, Verizon, T-Mobile, and most VoIP providers. See carrier-specific instructions in [Onboarding](/getting-started/onboarding).
  </Accordion>

  <Accordion title="What is the difference between forwarding mode and Avidra number mode?" icon="arrow-right-left">
    **Forwarding mode** routes unanswered calls from your existing number to Avidra — you keep your current number. **Avidra number mode** uses the Avidra number directly as your business-facing line. Most teams use forwarding mode.
  </Accordion>

  <Accordion title="Can I use Avidra with a VoIP system?" icon="phone-forwarded">
    Yes. Configure the "No Answer" action in your VoIP/Twilio call flow to forward to your Avidra number. The setup varies by provider — see [Phone Setup](/configuration/phone-setup).
  </Accordion>
</AccordionGroup>

## Troubleshooting

<AccordionGroup>
  <Accordion title="I missed a call but no text went out — what happened?" icon="circle-x">
    The most common causes: call forwarding was not completed at your carrier, the call did not reach a final missed state, or billing is inactive. Start with [Troubleshooting](/support/troubleshooting) for a step-by-step diagnosis.
  </Accordion>

  <Accordion title="AI is not replying to customer messages" icon="message-circle-off">
    Check these in order: AI is enabled in [AI Behavior](/configuration/ai-behavior), your plan includes AI SMS (Pro+), billing is active, and the daily SMS cap has not been reached. See [AI SMS Conversations](/how-it-works/ai-sms-conversations) for the full checklist.
  </Accordion>

  <Accordion title="I need help that is not covered here" icon="life-buoy">
    Email [team@avidra.net](mailto:team@avidra.net) with your workspace name and a description of the issue. The team typically responds within one business day.
  </Accordion>
</AccordionGroup>