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FAQ
Common questions about HVAC AI OS capabilities, billing, security, and reliability.
Can AI book appointments?
Yes. The AI voice agent collects customer details, understands the service request, and creates a scheduled job in your dashboard. Appointments respect your configured business hours and technician availability.
Can it handle emergency calls?
Yes. The agent detects emergency intent and prioritizes urgent calls. Emergency jobs can be dispatched to on-call technicians based on your availability configuration.
Can I upload my own service knowledge?
Yes. Upload FAQs, manuals, policies, pricing sheets, and other documents to the Knowledge Base. The AI uses this content to answer caller questions accurately via semantic search.
Does it replace dispatchers?
HVAC AI OS augments your dispatch team — it automates routine call handling, booking, and initial dispatch recommendations. Your team retains oversight via the dashboard and can intervene on complex jobs.
How does billing work?
Usage is metered per call, SMS, dispatch, and AI action. View usage and limits on the Billing dashboard. Plans include defined limits; wallet top-up and subscriptions are available for on-demand billing.
Is customer data tenant-isolated?
Yes. Every tenant has fully isolated data — customers, jobs, calls, knowledge documents, and billing are scoped to your company. No cross-tenant data access is possible.
What happens if Qdrant or OpenAI is down?
If the knowledge search service is unavailable, the AI may fall back to general responses without company-specific context. Voice calls continue to work. Failed knowledge documents can be retried from the Failed / Recovery tab once services recover.
Can I use SMS and WhatsApp?
Yes, on Growth plans and above. Configure SMS and WhatsApp webhook URLs on the Channels page. Inbound messages trigger the same AI orchestration as voice calls.