Support

We read every message. Here is how to reach us, what to expect, and answers to the most common questions.

What is Vocarel

Vocarel is an AI communication platform for small businesses. One signup deploys an AI agent trained on your business across web chat, SMS, WhatsApp, and voice. It handles customer questions, books appointments, collects payments, and hands off to you when a human is needed — without an engineer babysitting it.

Contact

Email us at [email protected]. We reply within 24 hours on business days (Monday through Friday, excluding US public holidays). Urgent production outages are triaged within 4 hours whenever we are online.

Please include your organization name, a description of what happened, and any error text or screenshots you have.

Frequently Asked Questions

  1. How do I update my billing information?

    Go to Settings → Billing in the dashboard. You can update your card, view invoices, and download receipts. Changes take effect on your next billing cycle.

  2. How do I cancel my subscription?

    Go to Settings → Billing and click Cancel Subscription. Your plan stays active until the end of the current billing period, and you can restart any time before then without losing data.

  3. How do I export my data?

    You can export conversations, contacts, and documents from Settings → Data. For a full account export (per Privacy Policy GDPR obligations), email [email protected] and we will deliver the archive within 30 days.

  4. How accurate is the AI agent?

    The AI answers from the knowledge base you train it on, not from general internet knowledge. Accuracy depends on how complete your documents, FAQs, and site content are. You can review every conversation in the Inbox and correct the AI's answers — the system learns from your feedback.

  5. Why didn't my customer receive an SMS?

    SMS delivery through Vocarel requires A2P 10DLC registration with your carrier. New Twilio numbers are unregistered by default; we start the registration process automatically when you provision a number, but carrier approval can take 1–7 business days. Until approval, SMS may be filtered or rate-limited. Check Settings → Channels for registration status.

  6. How do I report an outage or performance issue?

    Email [email protected] with a description of what you saw, the time (with timezone), and any affected conversation IDs. We monitor status 24/7 and will reply within the SLA window.

Privacy & Terms

Read our Privacy Policy and Terms of Service for details on data handling, subprocessors, and acceptable use.

About Vocarel

Vocarel is built by a small team that cares about getting small businesses their time back. We read every support email personally and ship fixes weekly. If you bump into something that feels off, we want to know — it is how we make the product better.