> ## Documentation Index
> Fetch the complete documentation index at: https://docs.anny.co/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ, Tips, Privacy, and Billing

> Answers to the key questions about anny AI: privacy, costs, languages, tips for daily use, and technical details.

# General

<AccordionGroup>
  <Accordion title="How does anny AI work?">
    anny AI is an AI-powered phone assistant that takes calls and handles them fully automatically. It can make bookings, answer common questions, provide information about your offering, and transfer to real employees when needed. The assistant knows your resources, booking options, and prices, and works with the same rules as your online booking page.
  </Accordion>

  <Accordion title="Which languages does anny AI speak?">
    anny AI supports over 20 languages and automatically recognizes the caller's language. Switching languages mid-conversation is also possible. Currently supported languages:

    • German (de-DE)

    • English – US (en-US)

    • English – India (en-IN)

    • French (fr-FR)

    • Spanish – US (es-US)

    • Italian (it-IT)

    • Portuguese – Brazil (pt-BR)

    • Dutch (nl-NL)

    • Polish (pl-PL)

    • Romanian (ro-RO)

    • Ukrainian (uk-UA)

    • Russian (ru-RU)

    • Turkish (tr-TR)

    • Arabic (ar-EG)

    • Hindi (hi-IN)

    • Bengali (bn-BD)

    • Marathi (mr-IN)

    • Tamil (ta-IN)

    • Telugu (te-IN)

    • Indonesian (id-ID)

    • Japanese (ja-JP)

    • Korean (ko-KR)

    • Thai (th-TH)

    • Vietnamese (vi-VN)
  </Accordion>

  <Accordion title="Can anny AI make mistakes?">
    Yes, anny AI can make mistakes during a conversation, for example misunderstanding a date or a name. The assistant usually recognizes misunderstandings itself and corrects them. Regardless, a booking that violates your configured rules can never happen. All availability and prices are checked in real time.
  </Accordion>

  <Accordion title="Can anny AI handle multiple calls at once?">
    That depends on your anny AI package. In the smallest package, only one call can be handled at a time, like a normal phone. In larger packages, up to three parallel conversations are possible. If you need more, contact anny support.
  </Accordion>

  <Accordion title="How quickly does anny AI respond in a conversation?">
    anny AI responds with a natural conversational pause so it doesn't cut callers off prematurely. There is no noticeable or awkward delay. When the assistant checks something in the system (e.g. availability), you can hear typing sounds, similar to a human employee looking something up.
  </Accordion>

  <Accordion title="Is there a maximum call duration?">
    There is no fixed upper limit on call duration. Very long calls (e.g. over 30 minutes) are charged like any other call, to the second. The assistant does not end the call automatically after a certain time, only when the request is resolved or the conversation clearly becomes pointless (provided the "End the call" tool is enabled).
  </Accordion>

  <Accordion title="What happens during a technical outage of anny AI?">
    If anny AI is unreachable, a forwarded call either rings without an answer or falls back to your regular voicemail, depending on your phone provider's configuration. An outage does not affect your existing phone number or your anny booking system.

    <Tip>
      If you use conditional forwarding "on no answer", calls in such a case go back to your phone.
    </Tip>
  </Accordion>

  <Accordion title="Can I disable anny AI temporarily?">
    You can disable call forwarding on your phone anytime (e.g. via the GSM code ##002#). anny AI stays technically active but no longer receives calls. This lets you switch between personal availability and AI operation.
  </Accordion>

  <Accordion title="What happens if a caller hangs up during a booking?">
    If the conversation ends before the booking is completed, no booking is created. No incomplete or "hanging" bookings arise in the system.
  </Accordion>

  <Accordion title="What happens if an employee doesn't pick up during a transfer?">
    If the employee is unreachable, anny AI returns to the conversation and informs the caller. Depending on the configuration, the assistant can then offer alternative help (e.g. make a booking, take a message, or try another person).
  </Accordion>

  <Accordion title="Can anny AI also make outbound calls?">
    No. anny AI only takes incoming calls. Active outbound calls (e.g. reminder calls or callbacks) are not possible at this time.
  </Accordion>

  <Accordion title="Does anny AI also work with a withheld number?">
    Yes, anny AI also takes calls from withheld numbers. In that case, however, automatic person recognition cannot take place. The caller is not greeted by name and has no access to existing allowances or bookings.
  </Accordion>

  <Accordion title="Can I exclude certain services from phone booking?">
    Bookability via anny AI follows your public booking page 1:1. There is no separate setting for phone booking. Whatever is bookable on the booking page can also be booked by phone. If resources are visible only to community members, the same restrictions apply: they are only visible to anny AI when the caller is recognized as a community member via their mobile number.
  </Accordion>

  <Accordion title="Can anny AI make group bookings?">
    Yes, anny AI can add multiple bookings to the cart within one conversation, for example several participants for an event or booking series for classes with fixed dates. Recurring bookings (e.g. "every Monday") are not possible via anny AI at this time.
  </Accordion>

  <Accordion title="Can I leave a message for my team with the assistant?">
    There is no separate voicemail function. However, all information callers share with the assistant is captured in the conversation summary. You receive this by email after every call. A call can therefore also be used as "leaving a message".
  </Accordion>

  <Accordion title="Are SMS confirmations and checkout links included in the price?">
    Yes. All SMS that anny AI sends as part of booking confirmations or checkout links are included in the price of your anny AI package and are not charged separately.
  </Accordion>

  <Accordion title="Can I disable telephony and use only the chat?">
    You cannot remove the phone number, but you don't have to use it either. You can use the chat only, by activating the embedding on the booking page.
  </Accordion>

  <Accordion title="How can I test the chat internally without customers seeing it?">
    In the account settings in the admin area, open the anny AI tab. In the chat widget setup, disable the option **Show AI chat on booking page**.

    Now test the chat at the bottom right of your anny admin area. *Important:* In the admin area, you see the guest version of the chat by default, since in this view you are not logged in to the chat AI as a community member.
  </Accordion>

  <Accordion title="How do I make sure different options are offered, instead of suggesting one specific service directly?">
    Turn your booking options into a **service** so it serves as a central entry point and the AI offers a choice. Alternatively, under **anny AI** > **Configure** > **Scenarios** > **Make bookings**, you can set in the **rules** that the AI should first ask about specific criteria (such as the desired length of stay).
  </Accordion>
</AccordionGroup>

# **Privacy**

<AccordionGroup>
  <Accordion title="Do I have to include the AI use in my privacy policy?">
    Yes, customers who use anny AI are required under Art. 13/14 GDPR to add information about the use of the phone assistant to their privacy policy: [here is the template.](/en/anny-ai-privacy-template)
  </Accordion>

  <Accordion title="Does the AI have to identify itself as AI?">
    Yes. Under EU regulation, an AI must clearly identify itself as AI when interacting with people. In anny AI's default configuration, this is already included in the start message. If you customize the start message, make sure this notice is retained.

    <Warning>
      As a user of anny AI, you are yourself responsible for complying with the applicable regulations. The default configuration meets these requirements. Only deviate if you understand the legal implications.
    </Warning>
  </Accordion>

  <Accordion title="Are conversations recorded?">
    By default, full conversation recording (audio) is enabled. This is announced in the start message and is legally required as long as recording is active.

    Recordings are kept for 7 days and then deleted automatically.
  </Accordion>

  <Accordion title="Can I disable recording?">
    Yes, recording can be disabled. In that case:

    * No audio recording is created.
    * The notice about recording can be removed from the start message.
    * The transcript and summary of the conversation are still created (these are based on real-time processing, not on a recording).
    * Callers can also ask during a conversation to stop the recording, provided the corresponding tool is enabled.

    <Note>
      Even without recording, you receive a summary by email after every call.
    </Note>
  </Accordion>

  <Accordion title="Do callers have to actively consent to the recording?">
    No, active consent is not required. It is enough that the start message clearly points out the recording. If callers stay in the conversation after the notice, that counts as implied consent. Anyone who does not want to be recorded can hang up or, provided the tool is enabled, ask during the conversation to stop the recording.
  </Accordion>

  <Accordion title="Is my conversation data used to train the AI?">
    No. Your conversation data (audio, transcripts, summaries) is not used to train the AI models. The data serves solely to document conversations for your business.
  </Accordion>

  <Accordion title="What happens if sensitive data is mentioned during a conversation?">
    anny AI processes all spoken content in real time to conduct the conversation. If callers mention sensitive information (e.g. health data, payment data), it appears in the transcript. It is therefore advisable to specify in your assistant's behavior rules that it should not actively ask for sensitive data such as credit card numbers or health information.

    <Tip>
      For payment processes, anny AI sends a secure checkout link by SMS. Payment data is never collected over the phone.
    </Tip>
  </Accordion>

  <Accordion title="Who has access to the conversation recordings and transcripts?">
    Only people with admin access in your anny organization can access the recordings and transcripts. anny employees have no access to your conversation data unless you grant explicit permission in a support case.
  </Accordion>

  <Accordion title="Can I delete recordings early?">
    Recordings are deleted automatically after 7 days. Deleting individual recordings manually and early is possible via the conversation log.
  </Accordion>

  <Accordion title="What happens to my data if I cancel anny AI?">
    After your anny AI package ends, your account is archived. After 7 days, all conversation recordings, transcripts, and summaries are deleted. Transcripts and summaries that belong to a booking can still be found in the booking's message feed. Your anny AI phone number is deactivated and cannot be reused.
  </Accordion>

  <Accordion title="Is anny AI GDPR-compliant?">
    Yes. anny AI is designed to operate within the EU. Data processing is GDPR-compliant. The details are governed by the supplementary agreement you confirm at activation.
  </Accordion>

  <Accordion title="How are customers recognized?">
    Callers are identified via their mobile number, provided it is stored for them as a customer in anny. Person recognition is automatic. You don't have to configure anything extra, other than maintaining the mobile numbers in the customer profiles.
  </Accordion>

  <Accordion title="How do I evaluate the bookings made via AI?">
    anny AI has its own analytics, which you can view [<u>here</u>](https://agents.anny.co/analytics).

    In the booking overview, you can use the filter option to select UTM source "anny AI" and then medium "Chat" or "Phone", so exports can also be created.

    <Tip>
      In the dashboard, you can also display daily bookings by UTM source.
    </Tip>
  </Accordion>
</AccordionGroup>

# **Billing**

<AccordionGroup>
  <Accordion title="How much does a call cost?">
    Billing is to the second, based on the actual call duration. The exact price per minute depends on your chosen anny AI package.

    **Key rules:**

    * Only connections that actually take place are charged.
    * Dropped calls (no conversation established) do not count and are not charged.
    * Any unused minute allowance expires at the end of the month and is not refunded.
    * Minutes used beyond the allowance are charged additionally.
  </Accordion>

  <Accordion title="How is billing done?">
    * anny AI usage is billed separately from your existing anny subscription.
    * When you activate an anny AI package, the price is charged pro rata for the current billing period.
    * You can check your current minute usage anytime in the anny AI area.
  </Accordion>

  <Accordion title="Which plan is required?">
    anny AI is available from the Essential Plan. In lower plans, the feature is not accessible.
  </Accordion>

  <Accordion title="What happens when my minute allowance is used up?">
    Your assistant stays reachable. Calls beyond the allowance are billed additionally as overage at the applicable minute price. There is no automatic block.
  </Accordion>

  <Accordion title="Do spam calls or misdials count?">
    Only connections that actually take place are charged. If a person calls and hangs up immediately (before the conversation is established), no costs arise. But if a connection is established, even with spam calls, the call time counts.

    <Tip>
      anny AI ends clearly pointless conversations on its own, provided the "End the call" tool is enabled. This keeps spam costs to a minimum.
    </Tip>
  </Accordion>

  <Accordion title="Can I cancel or pause anny AI?">
    You can cancel your anny AI package at the end of the term. A temporary pause is not provided as a separate feature, but you can disable call forwarding so that no more calls reach anny AI. In that case the number remains.
  </Accordion>
</AccordionGroup>

# **Tips for daily use**

<AccordionGroup>
  <Accordion title="Set up anny cleanly">
    For anny AI to work optimally, your anny system should be fully set up:

    * Resources with correct availability and booking options
    * Current prices and forms
    * Current website information (anny AI reads this at setup)
    * Customer data with mobile numbers (for person recognition)
  </Accordion>

  <Accordion title="Forward only calls that no one answers">
    Want to keep taking personal calls and use anny AI only as a backup? Set up conditional call forwarding:

    Use the GSM code \**\*61\**\[anny AI number]\_\*11\*\_20# so that calls are forwarded to anny AI only after 20 seconds of ringing. This gives you time to pick up yourself.
  </Accordion>

  <Accordion title="Maintain the knowledge base regularly">
    Regularly review the conversation logs and identify questions your assistant couldn't answer satisfactorily. Add matching entries to the knowledge base.
  </Accordion>

  <Accordion title="Keep phone hours up to date">
    Make sure the phone hours in the "Company" area of the anny AI configuration are current. Calls are transferred to employees only within these hours.
  </Accordion>

  <Accordion title="Adjust email notifications">
    If you don't want to receive an email after every call, you can disable the notification in your profile settings in the admin area under Notifications.
  </Accordion>
</AccordionGroup>