FAQ
Frequently asked questions for setup, integrations, hours behavior, notifications, and billing.
What this page is for
Use this page to quickly answer common customer questions and jump to the right setup guide when you need more detail.
Quick jump
Steps
- Find the question section that matches your issue.
- Try the short answer first.
- If you need full instructions, open the linked guide.
Setup basics
Do I need to complete every setup page before going live?
No. Complete required items first: Instructions, Hours, Notifications, Phone forwarding, and Billing.
Guide: Setup Checklist
Which page should I start with?
Start on the Instruction page to define business details and AI behavior.
Link: https://ai.i118.com/app/instruction
How do I change my organization type?
Go to Additional Settings and update Configuration Type.
Link: https://ai.i118.com/app/voice
Notifications and Order Monitor
Can I use both SMS and the Order Monitor app?
Yes. You can enable both so your team has redundant notifications.
Guide: Notifications and Order Monitor
I rotated the app access code and notifications stopped on old devices. Is that expected?
Yes. Rotating the code invalidates previous links. Re-scan the new QR code on each device.
If I am on desktop, how do I install the app on my phone?
Keep Notifications open on desktop and scan the QR with your phone to open the download/access flow.
POS
Which POS providers are supported?
Square, Clover, and Toast.
Guide: POS Integrations
When should I run refresh/resync?
Run resync after provider-side menu/catalog/order setting changes, or if synced data looks stale.
Will disconnecting POS delete my historical orders in this app?
Disconnecting stops active sync and provider linkage. Existing history visibility may depend on your current account data and retention behavior.
Appointments
Which appointment providers are supported?
Google Calendar, Outlook Calendar, and Calendly.
Guide: Appointments Integrations
I changed Calendly event types. Why is nothing new showing?
Use refresh/resync on the Appointments page so event-type changes are pulled again.
Why is a time slot unavailable even though my calendar looks open?
Availability depends on your app hours/settings plus provider-side rules. Check both Hours settings and provider config.
Hours and Call Behavior
What is the difference between Hours of Operation and AI Hours?
Hours of Operation are business working hours. AI Hours are an optional AI-specific schedule override. If not set separately, AI follows Hours of Operation.
Guide: Hours and Availability
Why does AI say we are closed when we are open?
Usually separate AI Hours are enabled with narrower times, or there is a special-day/holiday override.
Do appointment/POS checks use AI Hours?
Customer-facing availability checks follow business-hours behavior from your Hours configuration.
Billing
Where do I update payment details?
On the Billing page.
Link: https://ai.i118.com/app/billing
What happens if billing is inactive?
Some setup or operational features may be limited until billing is active again.
I paid, but access still looks blocked. What should I do?
Refresh Billing, confirm status is active, then retry the blocked action.
Common issues
- Answers here are quick guidance only; use the deep guides for full steps.
- If an issue continues after one clean retry, use the troubleshooting matrix and collect escalation details.
Related docs
8. Account-Related Settings
Q. How do I change my account settings and login password?
A: Log in to your online account portal, locate your name in the lower-left corner, and select Profile. From there, click on Account Settings to update your account information, change your login details, and reset your password.
Q. What if I accidentally unsubscribed from phone or email notifications?
A: If you unsubscribed from phone text notifications by sending “STOP,” simply text “START” to resubscribe and begin receiving messages again. If you accidentally unsubscribed from account-related emails, log in to your online account portal, locate your name in the lower-left corner, select Profile, and click the “Resubscribe to Emails” button in your account settings to restore your email notifications.
Q. What if I forget my login password?
A: It’s very important to save the welcome email we sent you when your account was first set up, as it contains a direct link to log in. If you’ve already changed your password and can’t remember it, simply click the “Forgot Password” option on the login page, and a password reset link will be emailed to you. Follow the instructions in the email to create a new password and regain access to your account.
Last updated 1 week ago