Frequently Asked Questions

Yes, Voxd can run on a wide range of Large Language Model (LLM) providers. This flexibility allows you to choose the model that best fits your business needs, whether you prefer leading commercial providers or want to use your own self-hosted models.

Some common examples of supported model providers include:

• OpenAI (such as GPT-4, GPT-3.5)
• Google (like Gemini)
• Anthropic (Claude)
• Microsoft Azure OpenAI Service
• Mistral and other open-source models
• Self-hosted models (using platforms like Hugging Face, vLLM, or your own infrastructure)

Within each provider, you can select from multiple model versions and configurations based on your requirements for speed, accuracy, or privacy.

Voxd's flexible architecture means you’re not locked into a single AI provider. You can switch models or even run different agents on different models, helping you optimize for performance, cost, or compliance.

If your upstream provider (such as your chosen LLM provider) changes their policies, pricing, or rate limits, this does not directly impact Voxd’s service. Here’s how it works:

• You pay your LLM provider directly for their services. Voxd does not handle billing, pricing, or subscriptions for your LLM account.
• You control your LLM account and manage your own agreements, usage limits, and pricing with your provider.
• Voxd operates independently of your provider’s terms, since we do not resell or manage your LLM subscription.
• Any changes, restrictions, or additional costs from your provider will be handled between you and them, separate from Voxd’s platform.

If you need help adjusting your LLM integration or run into issues because of provider changes, Voxd’s team is ready to support you and ensure your service continues running smoothly.

Yes, we understand how important reliability is for your business. Like most SaaS providers, Voxd aims to deliver high service uptime and a stable experience for all our customers. Our systems are built on robust infrastructure with multiple safeguards to ensure your WhatsApp chatbot is available whenever your customers need it.

• We monitor our service 24/7 to minimize downtime and resolve issues quickly.
• Our goal is to maintain a high level of uptime in line with industry standards for SaaS platforms.
• In the rare event of planned maintenance or an outage, we work to notify affected customers as early as possible.

Please note: While we strive for excellent uptime, occasional interruptions can occur due to factors outside our control (e.g., third-party platform outages or internet disruptions).

For support response times and details about how we handle service issues, we follow our internal support SLA. If you have specific questions about support or need urgent assistance, please contact our team directly - we’re always happy to help!

Voxd takes uptime, monitoring, and reliability very seriously to ensure your WhatsApp chatbot services are always available and performing well.

We use a suite of custom-built monitoring tools that provide 24/7 monitoring, detailed logging, and real-time alerts. These tools continuously check the health of our systems, track conversation flows, and watch for any issues in message delivery or processing. Many of these monitoring dashboards and logs are also available to our clients, so you can stay informed about your chatbot's performance at any time.

In addition to our own tools, we use industry-standard monitoring and reliability solutions provided by our hosting partners. This ensures multiple layers of protection and rapid detection of any potential issues.

If any problem is detected, our team is alerted immediately and can respond quickly to maintain high uptime and smooth service for your business.

You can trust Voxd to deliver a reliable, always-on WhatsApp experience, backed by robust monitoring and fast support.

Voxd’s services and all data we retain are securely hosted in the United Kingdom, using AWS’s Europe (London) region (eu-west-2). This means your business data and conversations stored by Voxd remain within UK data centers.

For extra peace of mind: We do not move or store your retained data outside the UK.

However, please note:

• WhatsApp messages are processed through Meta’s infrastructure and may be handled in other regions as part of WhatsApp’s global network.
• AI responses use a third-party Large Language Model (LLM) provider. Depending on the provider, message data sent for processing may temporarily leave the UK.

We are committed to following UK data protection standards and keeping your data secure. If you need more details about data handling or have compliance questions, please contact our support team.

Yes, Voxd’s AI can easily hand off conversations to a human whenever needed. Here’s how it works:

• Human Takeover: At any point, a staff member can take control of a conversation via the Voxd admin area.
• AI Alerts: The AI can automatically trigger alerts - such as emails - with a direct link to the conversation if it detects that a user is unhappy or needs special attention.
• Seamless Transition: A human can pause the AI, interact directly with the user, and then hand the conversation back to the AI when ready.
• Flexible Control: This handoff can happen instantly and at any time, ensuring users always get the right level of support.

Voxd combines the efficiency of AI automation with the reassurance of human support, so your customers always get the best possible experience.

Yes, Voxd can connect your WhatsApp chatbot to almost any 3rd party or external system, allowing both reading and writing of data.

Here’s what this means for your business:

• Voxd can read data from external systems to provide users with up-to-date information (like order status, account details, or product availability).
• Voxd can also write data back to your systems - capturing information from the conversation, updating records, or creating new entries.

Examples of systems Voxd can integrate with include:

• CRM platforms (such as Salesforce, HubSpot, Zoho CRM) - for retrieving customer info or logging new leads
• Accounting software (like QuickBooks, Xero, or Sage) - for checking invoices, payment status, or creating new transactions
• Microsoft 365 - for managing calendars, sending emails, or accessing contact lists
• Google Workspace - such as adding events to Google Calendar, sending emails, or accessing Google Sheets
• Custom databases or back-office systems - Voxd can connect via APIs to almost any modern software you use

Voxd’s flexible integration means your WhatsApp bot can do more than just answer questions - it can automate real business processes, keep your systems updated, and deliver a seamless experience for your customers.

If you have a specific system in mind, our team can discuss your requirements and set up the right integrations for your needs.

Voxd connects to WhatsApp by securely integrating with the official Meta (WhatsApp) Business API. Here’s how the process works:

• You keep full ownership and control of your Meta and WhatsApp Business accounts at all times.
• If you don’t have a WhatsApp Business Account (WABA) yet, Voxd can help you set one up.
• Add Voxd as a partner to your WABA - this simply gives us permission to integrate, but you stay in charge of your account and can remove access at any time.
• Voxd uses the official Meta API to connect your WhatsApp Business Account to our platform. This allows us to send and receive messages on your behalf in a secure and compliant way.
• We configure secure webhooks so that customer messages are instantly delivered to Voxd for processing.
• When a message arrives, our AI processes it using your business’s information, conversation history, and any connected systems, then sends a personalized reply back to your customer via WhatsApp.

Your data and conversations remain private and secure. Voxd never takes ownership of your accounts or customer information.

You don’t need any technical knowledge - just add Voxd as a partner, and we’ll handle the setup and ongoing management so you can easily automate and enhance your customer conversations on WhatsApp.

If you ever decide to leave Voxd and move to another provider, we’ll make the transition straightforward and safe. You won’t be “locked in,” and you keep full access to everything needed to continue operations elsewhere.

You’ll receive a complete export of:

• The full underlying prompt(s) we built and used to power your agent(s) (including any business rules, tone, and guardrails)

• All stored data, such as:

• Raw WhatsApp conversation history

• User/customer details (e.g., names, past interactions, order references where available)

• Stats, message logs, and processing/audit logs (where applicable)

• Any knowledge or data you uploaded, provided either as:

• The raw source files/content (documents, FAQs, menus, policies, product lists, etc.), and/or

• For more technical teams, the same knowledge base with vector embeddings (if you want to keep the embedded format for a faster migration)

• Your WhatsApp phone number(s) - you keep them. We can help coordinate the handover so your WhatsApp Business Account (WABA) setup continues with your new provider.

> Tip: If you tell us your target provider and desired go-live date, we can help plan a clean cutover to minimize downtime and avoid missed messages.

After you confirm the migration is complete, Voxd will securely and permanently delete your data from our systems (including stored conversations, user records, knowledge documents, logs, and configurations) and we will confirm the deletion in writing.

If you’d like, we can also agree upfront on the export format(s) and timeline so your team (or your new provider) can import everything smoothly.

Yes, both prompts and responses are stored by Voxd, but how long they are kept is completely configurable by you as the client. You can choose to store messages for as short or as long a period as your business requires.

Tip: Keeping a history of previous conversations helps the chatbot provide more personalized and accurate responses, as it can reference past interactions and user details.

If your business has specific data retention policies, we can adjust storage settings to meet your compliance needs. Just let us know your preferences, and we’ll configure the system accordingly.

Yes, Voxd is committed to maintaining the highest standards of security for your business and customer data. We are already aligned with key security best practices and are actively working towards formal certification for ISO 27001 (information security management) and ISO 42001 (AI management systems).

To ensure ongoing protection, we regularly:

• Conduct independent penetration testing to identify and address any potential vulnerabilities
• Perform comprehensive security audits on our systems and processes
• Follow industry-recommended guidelines for data handling and privacy

Your data’s safety is our top priority. We continuously invest in security improvements so you can trust Voxd to keep your information protected.

If you have specific security requirements or questions, please let us know - we’re happy to share more about our practices.

Yes, you can export all your data from Voxd through the Voxd admin area. This includes:

• Custom prompts used for your AI agents
• Raw conversation histories with your users
• User WhatsApp details (such as phone numbers and profile information)
• All other related data linked to your WhatsApp chatbot activities

You have full access and control over your data - nothing is locked in or hidden. Simply log in to the Voxd admin area and use the export options to download everything you need.

If you have specific data export requirements or need help with the export process, our support team is always ready to assist.

Voxd provides multiple layers of safety, audit, and validation on top of any safeguards offered by the underlying AI model provider. We do not rely solely on the model provider for content filtering or compliance.

Here’s how Voxd ensures your business conversations are protected and compliant:

• Customizable Safety Filters: Voxd uses advanced filtering and validation tools that can be fully tailored to your company’s needs. You can set rules to block, redact, or modify specific types of messages (such as sensitive data, offensive language, or confidential information) before they ever reach the AI model or are sent to the user.
• Pre-Processing Controls: Messages are scanned and checked before being shared with LLM providers. This ensures that only safe and appropriate content is processed by the AI.
• Post-Processing Validation: Outgoing replies from the AI can be reviewed, validated, and filtered before they are delivered to users. This helps prevent unwanted or non-compliant information from being sent out.
• Comprehensive Audit Trails: Every message and action is logged, providing a clear audit trail for compliance, monitoring, and review.
• Adaptable to Your Policies: All safety and validation rules can be fully customized to match your business’s specific requirements, industry standards, or regulatory obligations.

Voxd’s layered approach means you stay in control of your data security and compliance, while benefiting from the convenience of AI-powered automation on WhatsApp.

If you have special requirements for safety, validation, or auditing, our team can work with you to configure Voxd’s controls to your exact needs.

Portal access on Voxd is secured using a One-Time Password (OTP) sent to your registered email address. When you attempt to log in to the portal, we send a unique OTP to your email. This added layer of security ensures that only authorized users can access the portal, offering a strong balance between security and convenience.

• No password to remember: Simply enter the OTP from your email - no need to manage or remember complex passwords.
• Single-use and time-limited: Each OTP is valid for only one login session and expires after a short period for extra safety.
• Protection for your business: Even if someone knows your email address, they cannot access the portal without the latest OTP.

If you have questions about portal security or would like to discuss additional authentication options, please reach out to our support team. We’re dedicated to keeping your data secure while making access simple for authorized users.

Voxd gives you full control over which AI models power your WhatsApp chatbot experience. You can choose from a wide range of Large Language Models (LLMs), including leading providers like OpenAI, Google, Anthropic, and others. If your business has specific privacy or compliance needs, you can also use self-hosted models so your data stays entirely within your own infrastructure.

Data processing is handled both by Voxd and the LLM you select:

• Voxd securely processes incoming and outgoing messages as part of our platform operations. We store and manage your conversation data to deliver features like conversation history, user analytics, and proactive engagement.
• When a message requires an AI response, Voxd sends the relevant information to your chosen model. For cloud-based LLMs, your data is sent to and processed by the provider under their security policies. If you use a self-hosted model, all processing happens within your own environment for maximum privacy.

Voxd never sells or shares your data. You control where and how your customer data is processed by choosing the AI model that best fits your needs.

To summarize:

• You choose which LLM provider to use (cloud-based or self-hosted)
• Voxd processes and manages your data as part of delivering and enhancing your chatbot service
• AI model processing happens with your selected provider, either in the cloud or on your own systems
• Self-hosted options are available for businesses with strict privacy or compliance requirements

If you have particular data handling needs or need advice on choosing the right model, our team is happy to help you find the best option for your business.