Frontivo.io Demo & User Guide

1. 1Go to frontivo.io and click Start free trial.
2. 2Enter your Work email and choose a password.
3. 3If you like, add your Website (it's optional). We use it to personalize your setup.
4. 4Tick the box to agree to the Terms of Service and Privacy Policy.
5. 5Click Start free trial.

Prefer not to use a password? Use one of the buttons under or continue with instead, if they're shown for your account type.

Your trial includes 20 AI voice minutes, 75 conversations, 30 AI text replies and 20 automated texts in total, for the whole 14 days.

Learn more: Get started with your free trial

You confirm your email right after you sign up. A Check your email page opens, and setup starts as soon as you click the link.

1. 1Open the email from Frontivo.io that we sent when you signed up.
2. 2Click Confirm my email. The link works for 24 hours.
3. 3Setup opens by itself. Opened the email on your phone? Go back to the tab where you signed up. It continues on its own in a few seconds, or you can log in on your phone.

If you signed up with Google, Microsoft or Facebook, your email is already confirmed and you go straight to setup.

No email? Check your spam, junk or Promotions folder. Still nothing? Click Resend email on the Check your email page (up to 3 new links an hour). Typed the wrong address? Click Use a different email and enter the right one.

1. 1Go to frontivo.io/login.
2. 2Enter your Email and Password.
3. 3Click Log in. Or use the Google, Microsoft or Facebook button if you signed up that way.

Forgot your password? Click Forgot password? under the password box and we'll email you a link to set a new one.

Right after you sign up, a short setup guide opens. It has 7 steps. Click Next to move on, Back to go back, and Skip for now on the steps you'd rather finish later.

1. 1Let's personalize Frontivo.io: enter Your name, your Business name and Industry, then answer a few quick questions like What are your goals? (pick all that apply) and Where do customers reach you?
2. 2Your business: check your Country and Timezone, add where you are, and set your opening hours.
3. 3Your services: add the services customers can book or ask about. You can skip this and add them later.
4. 4Teach your AI: add answers to the questions customers ask most, or paste a Page address from your website. You can skip this too.
5. 5Meet your AI receptionist: name your AI receptionist, choose its look and set the Tone of voice.
6. 6Connect your channels: choose the places your customers already reach you. You can skip this and connect them later.
7. 7Test it: chat with your AI receptionist the way a customer would. Then click Go to my dashboard.

Skipped something? Getting started in the menu shows what's left.

The menu on the left is grouped the same way every time. What you see depends on your plan and your role: team members see fewer setup pages than owners, co-owners and admins, and items that aren't on your plan show a lock and an upgrade option.

The bell at the top of every page shows notifications, like a customer asking for a person or a missed call.

Every plan includes two receptionist voices (AI agents in your dashboard): one female and one male. Name them and pick one for calls; on your website, visitors can choose which one to talk to. They share the same knowledge and settings.

1. 1Click AI receptionist in the menu, then the Setup tab.
2. 2Under Your live AI agents, use the switch on each agent to turn them on or off. At least one always stays live.
3. 3Type a new name in Display name if you'd like.
4. 4Under Chat avatar, pick a ready-made avatar or click Upload image (PNG, JPEG or WebP, up to 10 MB).
5. 5On plans with phone answering, choose who answers under Answers phone calls.
6. 6Click Save changes.

With both agents live, website visitors can choose who they talk to.

Learn more: Your two receptionist voices: female and male

1. 1On the AI receptionist page, open the Setup tab and write the first line of every call, chat and message under Greeting. Returning callers are greeted by name automatically.
2. 2Under Language and personality, pick a Tone: Friendly and professional, Warm and casual, Formal, or Upbeat and energetic.
3. 3Pick an Answer length. Short is best for phone calls.
4. 4Under Personality, add a few words separated with commas, like warm, professional, confident.
5. 5Under Language and accent, choose the language and accent for calls and website voice.
6. 6Click Save changes.

Customers who write or speak another language are answered in it automatically: chat and text in most languages, and phone calls in 30+ languages.

Your AI answers from your settings and your knowledge base, so start with the basics.

1. 1Click Settings in the menu.
2. 2On Profile, check your Business name, Address, Country and Timezone, and add a short Description of what you do.
3. 3On Hours, set your opening hours and click Save hours.
4. 4On Services, click Add service and add the name, how long it takes and the price. Repeat for each service.

Your AI answers 24/7, but only offers appointment times inside your opening hours.

Anything specific your AI should always follow, like "We don't service mobile homes", goes under Special instructions on the AI receptionist page (Setup tab). Facts like prices and policies belong in the knowledge base.

Learn more: Appointments, Google Calendar and Outlook Calendar

Your AI answers only from your knowledge base and settings, and never makes up facts. Before every reply it searches your knowledge base and uses what it finds (this is called retrieval-augmented generation, or RAG). You can add up to 1,000 entries.

1. 1Click Knowledge base in the menu.
2. 2Click Add an entry, pick a type, add a title and the answer, then click Add to knowledge base.
3. 3To add many at once, use Bulk import from text: paste a question on one line and its answer below, with a blank line between entries, then click Import (up to 50 at a time).
4. 4To add a page from your website, paste its full address under Add a web page and click Add.
5. 5To add a document, use Upload a file (PDF, DOCX, TXT, CSV or Markdown, up to 8 MB).
6. 6Check your work: type a customer's question into Test a question, then click Ask the AI to see the answer it would give.

When a customer asks something your knowledge base doesn't cover, it's saved under Questions your AI couldn't answer. Click Add answer to fill the gap, or Dismiss if it doesn't need one.

Changes apply right away. There's nothing to retrain.

Learn more: Train your AI with your knowledge base

1. 1Click Channel tester in the menu.
2. 2Pick a channel at the top: Website chat, Phone call, Text message, WhatsApp, Instagram DM, Messenger or Email (you'll see the ones your plan includes and you've connected; Website chat is always there).
3. 3Type a message as a customer and press Enter.
4. 4For a voice test, open Phone call, click Start test call, allow the microphone, talk, then click Hang up.
5. 5Click Reset conversation to start fresh.

Voice test calls need your phone number connected first. Test calls end after 5 minutes.

The Email tab shows how your AI would write an email reply, but nothing is really emailed. To check your real email forwarding, click Send a test email on the Email page (see Email).

During the free trial, tests count toward your trial allowance. On a paid plan they're free.

Learn more: Test your AI with the Channel Tester

When your answers look right, put your AI receptionist in front of customers:

1. 1Make sure the account owner has confirmed their email.
2. 2Add the chat widget to your website (see Website widget).
3. 3Connect Instagram and Messenger from Integrations if your plan includes them.
4. 4Forward your business email to your AI from the Email page if your plan includes it (see Email).
5. 5Choose a plan on Plan & Billing, then connect your phone number, and WhatsApp if your plan includes it, on the Integrations page (see Phone number).
6. 6Forward your business line to your Frontivo.io number, then call it from another phone to test.

These are built in and can't be turned off. Your AI always hands off when:

• The customer asks for a person, for example "Can I talk to a human?"
• There's an emergency, including any of your Emergency words.
• The customer has a billing or legal question.
• The message includes one of your Words that bring in your team.

On the AI receptionist page, in the Calls & messages tab under When a customer wants a real person, you can also choose whether it hands off when it doesn't know the answer (Hand off when the AI doesn't know the answer) and when a customer is upset (Hand off upset customers). With these off, it takes the customer's details instead.

1. 1Click AI receptionist in the menu, then the Settings tab.
2. 2Under Words that bring in your team, type words or phrases separated with commas, like refund, cancel my order, speak to Maria.
3. 3Under Emergency words, add words that mean something is urgent, like flooding, gas leak, no heat.
4. 4Click Save changes.

When a customer's message includes a handoff keyword, your team takes over right away and the AI stops replying.

• A text to your team's number. Add a real person's phone, like a cell phone, under Your mobile number (under When a customer wants a real person) on the AI receptionist page (Calls & messages tab). When a chat or message needs a person, we text that number a link to reply from the Inbox.
• The bell. The bell at the top of the dashboard shows who's waiting.
• Desktop alerts. Click the bell, turn on Desktop alerts, and click Allow when your browser asks. Turn on Play a soft sound if you like, and click Send a test alert to check it.

Desktop alerts work while Frontivo.io is open in a browser tab, even in the background. Turn them on in each browser you use.

1. 1Open the conversation in the Inbox.
2. 2Click Take over. The AI stops replying to this customer.
3. 3Type your reply and press Enter. It goes out on the same channel the customer used.

Sending a reply also takes the conversation over, so the AI won't answer the customer's next message.

Each conversation has a short AI summary at the top. Click Summarize to make one now, or Refresh to update it.

Learn more: Use the inbox, take over and AI summaries

1. 1Open the conversation in the Inbox.
2. 2At the top of the conversation, find Assigned to.
3. 3Choose a teammate, or yourself. Choose Unassigned to clear it.

Owners, co-owners and admins can assign conversations to anyone on the team. Team members can assign conversations to themselves.

1. 1When you're done, click Hand back to AI in the conversation.
2. 2Click Resolve once the conversation is handled. Click Reopen if you need it again.

After a handoff, the AI stops replying so your team can answer. You choose what happens if nobody does.

1. 1On the AI receptionist page, open the Settings tab.
2. 2Under If no one on your team replies, keep Keep waiting for my team, or pick a time after which the AI takes back over.
3. 3Click Save changes.

If you pick a time and nobody on your team has replied by then, the AI answers the customer's next message and tells them your team will still follow up. It never takes back over once someone on your team has replied.

On plans with phone answering (Phone Only, Starter and Growth), callers who ask for a person during opening hours are put through to you (live call transfer): first the people you add, then Your mobile number (under When a customer wants a real person). You hear who's calling and press any key to accept. If nobody answers, the caller leaves a voicemail and you get a text. Time on a transferred call counts toward your minutes. Full guide: live call transfer.

If nobody picks up, the caller leaves a message instead, and we text your team's number so you can call them back.

Phone calls can't be taken over from the Inbox. Anything you type on a call is saved as an internal note, so call the customer back instead.

1. 1Click Chat widget in the menu (under Setup).
2. 2Under 1. Add the widget to your website, click Copy.
3. 3Paste the code on every page of your website, just before the closing </body> tag, or in your website builder's footer or custom code settings.
4. 4Open your website in a private window and check for the chat button in the corner.
5. 5Go back to Chat widget and click I've added it.

When we spot the widget, the status turns green and shows Live on and your website address. Change its color, theme, side, font, welcome message and suggested questions under 2. Customize how it looks, then click Save changes.

Someone else looks after your website? Use Someone else looks after your website? and click Email instructions.

Learn more: Steps for Shopify, WordPress, Wix, Squarespace and Webflow

Phone numbers come with Starter, Growth, Phone Only and Text Only, and aren't part of the free trial. You get your number yourself from the Integrations page.

In some countries a local number costs more to keep, so it has a monthly local-number fee. If yours does, the exact amount is shown to you first, and the number is only set up once you confirm it.

1. 1Subscribe on Plan & Billing.
2. 2Click Integrations in the menu.
3. 3Click the Phone calls tile (under Channels), then click Get my phone number on its card. In the US, Canada and Puerto Rico the number is yours in seconds; elsewhere the card asks for business documents first (1-3 business days) or offers a US number.
4. 4Want customers to keep calling the number they already know? Click Forward my existing line and follow the steps in the pop-up.
5. 5Call your business number from another phone to test.

Some countries need business documents before a local number can be issued - the card shows Send your documents and exactly what to send. If our phone provider sells no numbers in your country yet, the card offers Get a US number instead.

Learn more: Get your phone number and forward calls

Your AI answers texts sent to your Frontivo.io number. Call forwarding doesn't forward texts, so give customers your Frontivo.io number if you want them to text it.

A normal text to the US or Canada counts as 1 from your allowance. Texts to other countries count as more, because carriers there charge more. Outside the US and Canada, WhatsApp is often cheaper and more popular.

Learn more: How texts are counted

WhatsApp is on Growth or WhatsApp Only. It runs inside Frontivo.io's own WhatsApp Business account, so you don't create one or install any app.

1. 1Subscribe to a plan with WhatsApp.
2. 2Click Integrations in the menu.
3. 3Click the WhatsApp tile (under Channels), then click Turn on WhatsApp on its card. It's usually Connected within a few minutes.
4. 4Want WhatsApp on a number your customers already know instead? Click Use my existing number and follow the steps on screen.

Customers can send voice messages. Your AI listens, replies in text, and the transcript appears in your Inbox.

Learn more: Set up WhatsApp for your AI receptionist

1. 1Click Integrations in the menu.
2. 2Click the Facebook Messenger tile (under Channels), then click Connect Messenger on its card.
3. 3Log in to Facebook, choose your business's Page, and allow the permissions.

The card shows a green Connected badge with your Page name. You need to be an admin of the Page.

1. 1In the Instagram app, make sure your account is a Professional account.
2. 2In Instagram, go to Settings > Messages and story replies > Message controls > Connected tools and turn on Allow access to messages.
3. 3On Facebook, link your Instagram account to your Page: Page > Settings > Linked accounts > Instagram > Connect account.
4. 4In Frontivo.io, click Integrations, click the Instagram DM tile (under Channels), then Connect Instagram on its card.

The card then shows Connected with your @username.

Email is on Growth and Email Only, and in the free trial. Your AI answers the emails customers send you, and customers keep emailing the address they already know.

1. 1Click Integrations in the menu, under Setup, click the Email tile (under Channels), then click Set up email on its card. Email has no menu item of its own.
2. 2Click Copy next to Your AI's email address.
3. 3Check the box shows the email address your customers write to (type it in if not), then click Find my steps. The page shows the steps for your email service: Gmail, Google Workspace, Outlook, Microsoft 365, Hostinger, Zoho, GoDaddy, iCloud, Yahoo or another one.
4. 4Click the button that opens your email settings, for example Open Gmail forwarding settings.
5. 5Follow the steps on the Email page to forward your email to your AI, keep a copy for yourself, and save.
6. 6Click Send a test email. Within about a minute the status changes to Working.

Using Gmail? Frontivo.io confirms Gmail's forwarding request for you. If it can't, the code shows on the Email page and in your notifications (the bell) as Gmail forwarding code. Type it into Gmail and click Verify.

Someone else looks after your email? Type their email under Need someone else to do this? and click Send them the steps.

Use the AI replies to emails switch to pause AI replies. Emails still arrive in your Inbox. To let the AI email customers from chats, texts and calls, turn on Email customers in AI receptionist > What it can do.

Still stuck? Email support@frontivo.io.

Learn more: Set up email: steps for Gmail, Outlook, Zoho, iCloud and more

Booking works without a connected calendar, using the built-in one. Connecting Google Calendar or Outlook Calendar (Microsoft 365, Outlook.com) keeps both in step: bookings, new times and cancellations sync, and times you're busy there aren't offered. You can connect one calendar at a time.

1. 1Click Integrations in the menu, then the Google Calendar or Outlook Calendar tile (under Calendar).
2. 2Click Connect Google Calendar or Connect Outlook Calendar on its card.
3. 3Sign in with Google (click Allow) or with your Microsoft account (click Accept).

The card shows Connected. If it ever says Needs attention, click Reconnect Google Calendar or Reconnect Outlook Calendar.

Learn more: Appointments, Google Calendar and Outlook Calendar

Connect your online store and your AI can answer "Where's my order?" on every channel, on every plan. It only reads orders, and shares one only when the customer gives the order number plus the email or phone number on the order, and both match.

1. 1Open Integrations and click Store orders in the list on the left.
2. 2Click the Shopify or WooCommerce tile, then Connect Shopify or Connect WooCommerce on its card.
3. 3Follow the steps in the window to create a read-only key, then paste it in.
4. 4Click Connect Shopify (or Connect WooCommerce) to finish.

Your AI never changes, cancels or refunds orders, and never sees payment details.

Learn more: Answer order questions (Shopify, WooCommerce)

On Growth, webhooks send new leads, bookings and calls to your other software the moment they happen. Whoever set up that software (often your developer) gives you a web address to paste in.

1. 1Open Integrations, click For developers in the list on the left, then click the Webhooks tile.
2. 2Click Add endpoint.
3. 3Paste the Endpoint URL and tick the Events to send.
4. 4Click Add endpoint, then Send test event to check it works.

Events you can send: lead.created, lead.updated, call.completed, appointment.created, appointment.cancelled, appointment.updated, handoff.requested, transfer.missed, customer.waiting. Each request is signed so your developer can check it came from Frontivo.io.

Paying yearly saves 15%. See every detail on the pricing page.

1. 1Click Plan & Billing in the menu.
2. 2Choose Monthly or Annual (save 15%).
3. 3Click Subscribe on the plan you want.
4. 4Complete the secure checkout. Nothing is charged until you confirm, and local VAT, GST or sales tax is added there where it applies.

Your plan updates within a minute. Your first payment is covered by our 14-day money-back guarantee.

Learn more: Plans, billing, invoices and extra usage

1. 1Open Plan & Billing.
2. 2Under Have a coupon code?, type your code and click Apply.
3. 3Check the plan cards: they show your price with the discount where it applies.
4. 4Click Subscribe on the plan you want. To take the code off, click Remove code.

1. 1Open Plan & Billing.
2. 2Click Switch on the plan you want to move to.
3. 3To move to yearly billing, click Switch to annual (save 15%).
4. 4Confirm in the checkout.

If you use more than your plan includes, extra usage costs $0.35 per voice minute, $0.25 per conversation, $0.10 per AI text reply and $0.05 per automated text. It's charged to your card at the start of the next month, and your AI pauses at 3 times your allowance so a bill can never run away.

If your number has a monthly local-number fee (some countries only - we tell you the amount before setting the number up), it's charged at the same time and shows on Plan & Billing.

On a plan Frontivo.io gave you free of charge, nothing is ever billed: your AI pauses at your allowance until next month, and calls go to your team's transfer number or voicemail.

1. 1Open Plan & Billing and find Extra usage.
2. 2Choose Keep answering and pay for extra usage (recommended), or Pause at my plan's allowance.

• Invoices are emailed to you and listed under Invoices on Plan & Billing. Click Download PDF to save one.
• Click Manage billing to update your card or see past payments. It opens our payment partner's secure page.
• If a payment fails, your AI keeps answering for 7 days while we try your card again. Update it with Manage billing to avoid a break.

1. 1Click Plan & Billing in the menu.
2. 2Click Manage billing.
3. 3Choose to cancel your subscription, and confirm.

Your plan stays active until the end of the period you've paid for, and you won't be charged again. Your data is kept, so you can come back later.

Want a refund? Ask within 14 days of your first payment and we'll refund it in full.

Learn more: Cancel your plan or get a refund

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Open pipeline is the value of New, Contacted and Booked leads. Won is the value of finished jobs. Test leads from the Channel Tester aren't counted.

Add prices to your services in Settings > Services, so every lead gets a value automatically.

1. 1Click Leads in the menu.
2. 2Drag the card to another column. On a phone or tablet, tap the ... button on the card and choose the column.

You can also open the lead and change Stage at the top.

1. 1Click the lead's card to open it.
2. 2Under Follow up on, pick a date, or click Tomorrow, In 3 days or In a week.
3. 3Under Assigned to, choose who handles it.
4. 4Click Save changes.

On that morning you get a reminder in the bell at the top of the dashboard (and a desktop alert if you turned them on). If the lead is assigned, only that person gets it.

A New lead nobody has answered after an hour sends one reminder too, and its card shows how long it has been waiting.

1. 1Above the columns, click Delete test leads.
2. 2Click Delete test leads again to confirm.

This removes only the leads (and test bookings) your AI made while you were testing. To delete one real lead, open it and click Delete lead at the bottom.

1. 1Click Analytics in the menu.
2. 2Choose 7 days, 30 days or 90 days at the top, or Custom for your own dates.

Each number is compared with the period just before, so you can see if it went up or down. Times are shown in your business's time zone.

Missing revenue? Add prices to your services in Settings > Services.

1. 1Click Export CSV at the top of the Analytics page.
2. 2Choose what to download: Daily summary, Conversations, Calls, Leads or Appointments.

The file covers the date range you picked.