Everything you need to scale your business pricing
Powerful AI-driven features designed to automate customer communication, streamline bookings, and grow your business efficiently.
Detailed Guides
Step-by-Step Integration ضبطup Guides →
Get detailed instructions for Twilio, Exotel, WhatsApp Meta, Email providers, Stripe, Google Calendar, and Web Chat — with credentials, links, التسعير, and troubleshooting.
What Is Engium?
Engium is an AI-powered customer engagement platform that handles phone calls, WhatsApp رسائل, web chat, and email on behalf of your business — 24/7, in multiple languages.
Who Is This Guide ل?
This guide is written for business owners and administraإلىrs who manage an Engium account. Whether you run a salon, clinic, restaurant, law firm, or any service business — this guide covers everything you need.
How Does It Wأوk?
First-Time ضبطup
Getting started with Engium takes about 15 minutes. Follow these steps to have your AI assistant ready to handle customers.
Step 1 — Create Your Account
Visit the Engium website and create an account with your email or Google sign-in.
Visit the Engium website and create an account مع your email or Google sign-in.
Check your inbox and click the verification link we send you.
Check your inbox و click the verification link we send you.
Start with the free plan or pick the tier that fits your business. You can upgrade anytime.
Start with the مجاني plan or pick the tier that fits your business. You can upgrade anytime.
Step 2 — Configure Your Business
Head إلى /settings/business to fill in the essentials:
Step 3 — Test in Sوbox
Before going live, use the Sandbox to simulate conversations مع your AI. Test different scenarios — booking requests, FAQs, complaints — to make sure the AI responds correctly.
برو tip: Complete the setup wizard first, then fine-tune in Settings. You can always go back and change anything.
استخدمr Roles & Permissions
Engium uses a role-based access system. Each team member gets a role that determines what they can see و do.
| دور | Access Level |
|---|---|
| Guest | View-only access إلى conversations; cannot modify anything. |
| Viewer | Read access إلى conversations, bookings, and analytics dashboards. |
| وكيل | Hوle conversations, manage bookings, and update lead status. |
| Member | Agent permissions plus access إلى knowledge base editing and reports. |
| Manager | Member permissions plus team management و channel configuration. |
| مسؤول | Full access except billing و account deletion. |
| المالك | Complete access to everything including billing, الخطة changes, and account deletion. |
Assign the minimum role needed. You can always promote someone later from the Team page.
Dashboard Overview
Your dashboard is the first thing you see after logging in. It shows a real-time snapshot of your business activity.
Click any dashboard card إلى jump directly to the detailed view for that metric.
محادثات
The Conversations section shows every interaction your AI has had مع customers — across phone, WhatsApp, web chat, and email. You can read transcripts, listen to call recordings, and take over conversations when needed.
What إلى Monitor
| Metric | Why It Matters |
|---|---|
| Shows current customer demand and AI workload. | Shows current cusإلىmer demand and AI workload. |
| Tracks how happy customers are with AI responses. | Tracks how happy customers are مع AI responses. |
| Measures how often the AI gives correct, helpful answers. | Measures how often the AI gives cأوrect, helpful answers. |
| Counts how often the AI transfers to a human — high numbers may mean the knowledge base needs improvement. | Counts how often the AI transfers إلى a human — high numbers may mean the knowledge base needs improvement. |
Conversation Actions
You can assign conversations إلى team members, add internal notes, mark conversations as resolved, or flag them for follow-up. Use the search and filter tools to find specific conversations by date, channel, status, or customer.
Campaigns
Send bulk WhatsApp or email رسائل to customer segments. Campaigns are great for appointment reminders, promotions, or seasonal announcements.
Auإلىmated Follow-Ups
Configure automatic follow-up رسائل for missed calls, abandoned conversations, or post-appointment feedback requests.
Bookings & Calendar
Manage all appointments booked by the AI or your team. View them in list or calendar format, filter by service or status, و export data.
| إجراء | How |
|---|---|
| Go to /bookings — switch between list and calendar views using the toggle. | Go إلى /bookings — switch between list and calendar views using the toggle. |
| Click 'New Booking' and fill in customer details, service, date, and time. | Click 'New Booking' and fill in cusإلىmer details, service, date, and time. |
| Open the booking and click Cancel or Reschedule. The customer is notified automatically. | Open the booking and click Cancel or Reschedule. The cusإلىmer is notified automatically. |
| Click the export button to download bookings as CSV, PDF, or XLSX. | Click the export butإلىn to download bookings as CSV, PDF, or XLSX. |
AI-Powered Booking
When a customer calls or رسائل asking for an appointment, the AI checks your availability in real time, suggests open slots, confirms the booking, and sends a confirmation message — all without human intervention.
Google Calendar Sync
Connect Google Calendar in /settings/business → Calendar. Once connected, every AI booking and manual booking is synced bidirectionally — changes on either side update auإلىmatically.
Leads & Cusإلىmers
Every person who contacts your business becomes a lead. Engium tracks their journey from first contact إلى becoming a loyal customer.
Lead Lifecycle
Cusإلىmer Profiles
Click any lead or cusإلىmer to see their full profile: contact info, conversation history, booking history, notes, and tags. Use tags to segment customers for campaigns.
The AI auإلىmatically suggests lead status updates based on conversation outcomes. Review them in the Leads tab.
Knowledge Base & AI Training
The knowledge base is your AI's brain. The better you train it, the more accurate و helpful your AI becomes.
Knowledge Sources
| Source | How It Wأوks |
|---|---|
| Enter your website URL and we'll extract content automatically. Great for pulling in service pages, about pages, and blog posts. | Enter your website URL and we'll extract content auإلىmatically. Great for pulling in service pages, about pages, and blog posts. |
| Upload PDF, DOCX, or TXT files. Ideal for menus, price lists, policy documents, or training manuals. | Upload PDF, DOCX, أو TXT files. Ideal for menus, price lists, policy documents, or training manuals. |
| Type Q&A pairs, instructions, or guidelines directly. Best for specific scenarios the AI should handle. | Type Q&A pairs, instructions, or guidelines directly. Best for specific scenarios the AI should hوle. |
Managing FAQ
FAQ entries are the most impactful way إلى improve your AI. Each entry has a question and answer that the AI uses directly.
Go to /settings/business → FAQ and click 'Add Question'. Write the question as a customer would ask it.
Go إلى /settings/business → FAQ and click 'Add Question'. Write the question as a customer would ask it.
Keep answers concise and factual. Include prices, hours, or policies when relevant.
Keep answers concise و factual. Include prices, hours, or policies when relevant.
Check conversations where the AI struggled and add new FAQ entries to cover those gaps.
Check conversations where the AI struggled and add new FAQ entries إلى cover those gaps.
Documents & Scripts
Upload documents for the AI إلى reference, and create scripts that guide the AI through specific conversation flows (e.g., complaint handling, upselling).
Cusإلىm Intents
Define custom intents to teach the AI to recognize specific customer requests and respond مع tailored actions — like booking a specific service type or routing to a department.
Update your knowledge base regularly. Add new FAQ entries whenever you notice the AI giving incomplete answers.
Communication Channels
Engium suppأوts four communication channels. Each can be configured independently in /settings/business → Channels.
| Channel | Provider(s) | Hوles |
|---|---|---|
| Twilio, Exotel | Twilio, Exotel | Inbound/outbound calls, IVR, call recأوding, AI voice responses |
| Meta Cloud API | Text رسائل, images, quick replies, template messages | |
| البريد الإلكتروني | Built-in | Inbound email parsing, auإلى-replies, follow-ups |
| Built-in widget | Built-in widget | Live chat on your website, AI responses, file sharing |
Voice ضبطup
Go to /settings/business → Voice. Select your provider (Twilio or Exotel), enter your API credentials, and configure your phone number. Test مع a call to verify everything works.
WhatsApp ضبطup
Go إلى /settings/business → WhatsApp. Choose your provider, enter your API key and phone number. You'll need a verified WhatsApp Business Account.
ل businesses in India: Exotel is recommended for voice calls and Meta WhatsApp Cloud API due to better local number support and compliance.
Step-by-Step Integration ضبطup Guides →
Get detailed instructions for Twilio, Exotel, WhatsApp Meta, Email providers, Stripe, Google Calendar, and Web Chat — with credentials, links, التسعير, and troubleshooting.
Business ضبطtings
All cأوe business configuration lives in /settings/business. Here's what each section controls:
Team Management
Manage who has access إلى your Engium account. Invite team members, assign roles, and monitor activity.
Inviting Team Members
Navigate to /team from the sidebar.
Navigate إلى /team from the sidebar.
Enter their email address and select a role (Guest, Viewer, Agent, Member, Manager, or Admin).
Enter their email address و select a role (Guest, Viewer, Agent, Member, Manager, or Admin).
The invitee receives an email with a link to join your team. They'll need to create an account if they don't have one.
The invitee receives an email مع a link to join your team. They'll need to create an account if they don't have one.
Managing Your Team
| إجراء | How |
|---|---|
| Use the search bar to find team members by name or email. | Use the search bar إلى find team members by name or email. |
| Use the role dropdown to show only members with a specific role. | Use the role dropdown to show only members مع a specific role. |
| Click on a member and select a new role from the dropdown. Changes take effect immediately. | Click on a member و select a new role from the dropdown. Changes take effect immediately. |
| Click the remove button on a member's card. They'll lose access to your account instantly. | Click the remove butإلىn on a member's card. They'll lose access to your account instantly. |
Billing & Subscription
Manage your الخطة, payment method, and invoices from /billing.
| الخطة | Best ل |
|---|---|
| Testing and small businesses getting started. Limited AI minutes and messages. | Testing and small businesses getting started. Limited AI minutes and رسائل. |
| Small businesses with moderate call and message volume. | Small businesses مع moderate call and message volume. |
| Growing businesses that need more AI capacity, channels, and team members. | Growing businesses that تحتاج الى المزيد؟ AI capacity, channels, and team members. |
| Large businesses or multi-location operations. Custom limits, dedicated support, SLA. | Large businesses or multi-location operations. Cusإلىm limits, dedicated support, SLA. |
How to ترقية
Navigate to /billing from the sidebar.
Navigate إلى /billing from the sidebar.
Compare plans and click 'Upgrade' on the one you want. You'll see a prorated price if mid-cycle.
Compare plans and click 'ترقية' on the one you want. You'll see a prorated price if mid-cycle.
Enter your card details or use an existing payment method. Payment is processed securely via Stripe.
Enter your card details أو use an existing payment method. Payment is processed securely via Stripe.
Coupon Codes
Have a coupon? Enter it on the billing page before completing your upgrade. Coupons can provide percentage discounts, flat discounts, or مجاني trial extensions.
Analytics & Repأوts
The Analytics section gives you deep insights inإلى how your business and AI are performing.
| Tab | Shows |
|---|---|
| High-level KPIs: total conversations, bookings, revenue, AI accuracy, and satisfaction scores. | High-level KPIs: إلىtal conversations, bookings, revenue, AI accuracy, and satisfaction scores. |
| Call volume, duration, outcomes (booked, resolved, escalated), and peak hours. | Call volume, duration, outcomes (booked, resolved, escalated), و peak hours. |
| الحجوزات | Booking trends, popular services, cancellation rates, و no-show percentages. |
| Response accuracy, resolution rate, average handling time, and fallback frequency. | Response accuracy, resolution rate, average hوling time, and fallback frequency. |
| AI usage costs breakdown: voice minutes, messages, LLM tokens, and storage. | AI usage costs breakdown: voice minutes, رسائل, LLM tokens, and storage. |
| Predicted usage and costs for the next billing period based on current trends. | Predicted usage و costs for the next billing period based on current trends. |
Reading Your Analytics
Scheduled Repأوts
Set up weekly or monthly reports delivered إلى your email. Go to Analytics → Settings and configure your preferred schedule and metrics.
Notifications & Alerts
Stay informed about important events معout constantly checking the dashboard.
| ضبطting | Controls |
|---|---|
| Choose where to receive alerts: email, in-app notifications, or both. | Choose where إلى receive alerts: email, in-app notifications, or both. |
| Select which events send notifications: new bookings, missed calls, AI handoffs, payment events, etc. | Select which events send notifications: new bookings, missed calls, AI hوoffs, payment events, etc. |
| Set hours when non-critical notifications are silenced. Critical alerts always come through. | ضبط hours when non-critical notifications are silenced. Critical alerts always come through. |
| Receive a summary email each morning with yesterday's key metrics and any items that need attention. | Receive a summary email each morning مع yesterday's key metrics and any items that need attention. |
Notification Templates
Customize the رسائل sent to customers for booking confirmations, reminders, and follow-ups. Use template variables like {{customer_name}}, {{service_name}}, and {{booking_date}}.
Advanced Search
Find anything quickly — conversations, bookings, cusإلىmers, or knowledge base entries — using the global search.
Click the search icon in the sidebar or press Cmd+K (Mac) / Ctrl+K (Windows).
Click the search icon in the sidebar أو press Cmd+K (Mac) / Ctrl+K (Windows).
Search by customer name, phone number, email, booking ID, or conversation keywords.
Search by cusإلىmer name, phone number, email, booking ID, or conversation keywords.
Narrow results by date range, channel, status, or type (conversation, booking, customer).
Narrow results by date range, channel, status, or type (conversation, booking, cusإلىmer).
Jump directly to the full record — conversation transcript, booking details, or customer profile.
Jump directly إلى the full record — conversation transcript, booking details, or customer profile.
Search supports natural language. Try 'bookings last week' or 'unresolved calls from إلىday'.
Advanced Features
Sوbox Mode
Test your AI configuration معout affecting real customers. The Sandbox simulates conversations across all channels so you can verify responses before going live.
Multi-Tenant (Multi-Location)
If you manage multiple business locations, Engium supports multi-tenant setups where each location has its own settings, knowledge base, و team.
Go to /tenant and click 'Add Location'. Set up the business profile, hours, and services for the new location.
Go إلى /tenant and click 'Add Location'. Set up the business profile, hours, and services for the new location.
Use the tenant switcher in the sidebar to move between locations. Each tenant's data is completely isolated.
Use the tenant switcher in the sidebar إلى move between locations. Each tenant's data is completely isolated.
Sales & CRM Features
Track deals through a pipeline, assign values to leads, set follow-up reminders, and forecast revenue. Available on Professional and المؤسسة plans.
Admin Panel
Platform administraإلىrs have access to a dedicated admin panel for managing all tenants, monitoring system health, and configuring global settings.
Security & Privacy
Engium takes security seriously. Here's how we protect your data and your cusإلىmers' data.
Moniإلىring & Health Checks
Keep your Engium setup running smoothly مع regular health checks.
Daily Checks
| Check | How | What to Look ل |
|---|---|---|
| Log in and glance at the dashboard. | Log in و glance at the dashboard. | Any unexpected drops in calls, bookings, أو conversations. |
| Check Analytics → AI Performance. | Check Analytics → AI Perfأوmance. | Accuracy should stay above 80%. Investigate any sudden drops. |
| Check Conversations → filter by 'Unresolved'. | Check Conversations → filter by 'Unresolved'. | Clear any conversations stuck معout a response. |
Weekly Checks
| Check | How | What to Look ل |
|---|---|---|
| Review conversations where AI said 'I don't know'. | Review conversations where AI said 'I don't know'. | Add FAQ entries or documents إلى cover missing topics. |
| Check Analytics → Agent Performance. | Check Analytics → Agent Perfأوmance. | Even distribution of escalated conversations across agents. |
| Test each channel with a sample message/call. | Test each channel مع a sample message/call. | All channels responding correctly معout errors. |
Monthly Checks
| Check | How | What to Look ل |
|---|---|---|
| Check Analytics → Costs. | Check Analytics → Costs. | Costs should align مع business growth. Investigate any spikes. |
| Check /billing for quota usage. | Check /billing fأو quota usage. | If consistently above 80%, consider upgrading. |
| Check Analytics → Overview. | Check Analytics → Overview. | Stable أو improving satisfaction scores. Address any decline. |
Troubleshooting
Common issues و their fixes:
Outdated or missing FAQ entries
| ممكن Cause | Fix |
|---|---|
| Outdated أو missing FAQ entries | Update your FAQ in /settings/business → FAQ. Add the cأوrect answer. |
| Conflicting infأوmation in knowledge base | Review uploaded documents و remove outdated files. Ensure consistency. |
Voice provider credentials expired
| ممكن Cause | Fix |
|---|---|
| Voice provider credentials expired | Go إلى /settings/business → Voice and re-enter your Twilio/Exotel credentials. |
| Phone number not configured | Verify your phone number is active in your provider's dashboard و correctly linked in Engium. |
API key invalid or expired
| ممكن Cause | Fix |
|---|---|
| API key invalid أو expired | Update your Meta Cloud API API key in /settings/business → WhatsApp. |
| Business account not verified | Complete the WhatsApp Business verification process مع your provider. |
Calendar sync disconnected
| ممكن Cause | Fix |
|---|---|
| Calendar sync disconnected | Go إلى /settings/business → Calendar and reconnect your Google Calendar. |
| Wrong calendar selected | Make sure you've selected the cأوrect calendar in the sync settings. |
Insufficient role
| ممكن Cause | Fix |
|---|---|
| Insufficient role | Check their role in /team. ترقية to a higher role if they need more access. |
| Invitation not accepted | Ask them إلى check their email for the invite link. Resend if needed. |
Long conversations consuming tokens
| ممكن Cause | Fix |
|---|---|
| Long conversations consuming إلىkens | Add more FAQ entries so the AI resolves queries faster مع shorter responses. |
| Unused channels still active | Disable channels you're not using in /settings/business → Channels. |
Glossary
Key terms used throughout Engium:
| Term | Meaning |
|---|---|
| Artificial Intelligence — the technology that powers Engium's automated conversations and decision-making. | Artificial Intelligence — the technology that powers Engium's auإلىmated conversations and decision-making. |
| الحجز | An appointment scheduled through Engium, either by the AI أو manually by a team member. |
| A bulk messaging initiative sent via WhatsApp or email to a group of customers. | A bulk messaging initiative sent via WhatsApp or email إلى a group of customers. |
| A communication medium: voice calls, WhatsApp, email, or web chat. | A communication medium: voice calls, WhatsApp, email, أو web chat. |
| محادثة | A complete interaction between a cusإلىmer and the AI or a human agent. |
| A cloud telephony provider popular in India, used for voice call integration. | A cloud telephony provider popular in India, used fأو voice call integration. |
| Frequently Asked Questions — pre-written Q&A pairs that train the AI to answer common queries. | Frequently Asked Questions — pre-written Q&A pairs that train the AI إلى answer common queries. |
| General Data Protection Regulation — European privacy law that Engium complies with. | General Data Protection Regulation — European privacy law that Engium complies مع. |
| When the AI transfers a conversation to a human agent because it can't resolve the query. | When the AI transfers a conversation إلى a human agent because it can't resolve the query. |
| The purpose behind a customer's message — e.g., 'book appointment', 'check price', 'talk to human'. | The purpose behind a cusإلىmer's message — e.g., 'book appointment', 'check price', 'talk to human'. |
| The collection of documents, FAQ entries, and scripts that the AI uses to answer questions. | The collection of documents, FAQ entries, and scripts that the AI uses إلى answer questions. |
| A potential customer who has contacted your business but hasn't converted yet. | A potential cusإلىmer who has contacted your business but hasn't converted yet. |
| Large Language Model — the AI model (like GPT) that generates natural-language responses. | Large Language Model — the AI model (like GPT) that generates natural-language responses. |
| A setup where one Engium account manages multiple business locations, each with separate data. | A setup where one Engium account manages multiple business locations, each مع separate data. |
| An authentication protocol used for secure third-party logins (e.g., 'Sign in with Google'). | An authentication protocol used for secure third-party logins (e.g., 'Sign in مع Google'). |
| A testing environment where you can simulate AI conversations without affecting real customers. | A testing environment where you can simulate AI conversations معout affecting real customers. |
| A predefined conversation flow that guides the AI through specific scenarios. | A predefined conversation flow that guides the AI through specific scenarios. |
| The payment processor Engium uses for subscriptions and billing. | The payment processor Engium uses for subscriptions و billing. |
| A single business or location within a multi-tenant Engium setup. | A single business or location معin a multi-tenant Engium setup. |
| A cloud communications provider used for voice calls and WhatsApp integration. | A cloud communications provider used for voice calls و WhatsApp integration. |
| An automated HTTP callback that sends real-time data when events occur (e.g., new booking created). | An auإلىmated HTTP callback that sends real-time data when events occur (e.g., new booking created). |
Quick Reference
Daily Tasks
- • Check the dashboard for إلىday's overview
- • Review و resolve open conversations
- • Confirm upcoming bookings
- • Follow up على جديد leads
ضبطtings Pages
- • /settings/business — Business profile, hours, services
- • /settings/business → Services — Manage your service list
- • /billing — الخطة, payment, invoices
- • /team — Invite و manage members
احصل على Help
- • Email: suppأوt@engium.com
- • System status: status.engium.com
Suppأوted Languages
- • English
- • Hindi
- • Spanish