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 Einstellenup Guides →
Get detailed instructions for Twilio, Exotel, WhatsApp Meta, Email providers, Stripe, Google Calendar, and Web Chat — with credentials, links, Preise, and troubleshooting.
What Is Engium?
Engium is an AI-powered customer engagement platform that handles phone calls, WhatsApp Nachrichten, web chat, and email on behalf of your business — 24/7, in multiple languages.
Who Is This Guide Für?
This guide is written for business owners and administrazurs 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 Woderk?
First-Time Einstellenup
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 mit your email or Google sign-in.
Check your inbox and click the verification link we send you.
Check your inbox und 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 Kostenlos plan or pick the tier that fits your business. You can upgrade anytime.
Step 2 — Configure Your Business
Head zu /settings/business to fill in the essentials:
Step 3 — Test in Sundbox
Before going live, use the Sandbox to simulate conversations mit your AI. Test different scenarios — booking requests, FAQs, complaints — to make sure the AI responds correctly.
Pro tip: Complete the setup wizard first, then fine-tune in Settings. You can always go back und change anything.
Verwendenr Roles & Permissions
Engium uses a role-based access system. Each team member gets a role that determines what they can see und do.
| Rolle | Access Level |
|---|---|
| Guest | View-only access zu conversations; cannot modify anything. |
| Viewer | Read access zu conversations, bookings, and analytics dashboards. |
| Agent | Hundle conversations, manage bookings, and update lead status. |
| Member | Agent permissions plus access zu knowledge base editing and reports. |
| Manager | Member permissions plus team management und channel configuration. |
| Administrator | Full access except billing und account deletion. |
| Eigentümer | Complete access to everything including billing, Plan 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 zu jump directly to the detailed view for that metric.
Gespräche
The Conversations section shows every interaction your AI has had mit customers — across phone, WhatsApp, web chat, and email. You can read transcripts, listen to call recordings, and take over conversations when needed.
What zu Monitor
| Metric | Why It Matters |
|---|---|
| Shows current customer demand and AI workload. | Shows current cuszumer demand and AI workload. |
| Tracks how happy customers are with AI responses. | Tracks how happy customers are mit AI responses. |
| Measures how often the AI gives correct, helpful answers. | Measures how often the AI gives coderrect, 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 zu a human — high numbers may mean the knowledge base needs improvement. |
Conversation Actions
You can assign conversations zu 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 Nachrichten to customer segments. Campaigns are great for appointment reminders, promotions, or seasonal announcements.
Auzumated Follow-Ups
Configure automatic follow-up Nachrichten 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, und export data.
| Aktion | How |
|---|---|
| Go to /bookings — switch between list and calendar views using the toggle. | Go zu /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 cuszumer 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 cuszumer is notified automatically. |
| Click the export button to download bookings as CSV, PDF, or XLSX. | Click the export butzun to download bookings as CSV, PDF, or XLSX. |
AI-Powered Booking
When a customer calls or Nachrichten 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 auzumatically.
Leads & Cuszumers
Every person who contacts your business becomes a lead. Engium tracks their journey from first contact zu becoming a loyal customer.
Lead Lifecycle
Cuszumer Profiles
Click any lead or cuszumer to see their full profile: contact info, conversation history, booking history, notes, and tags. Use tags to segment customers for campaigns.
The AI auzumatically 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 und helpful your AI becomes.
Knowledge Sources
| Source | How It Woderks |
|---|---|
| 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 auzumatically. 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, oder 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 hundle. |
Managing FAQ
FAQ entries are the most impactful way zu 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 zu /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 und 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 zu cover those gaps.
Documents & Scripts
Upload documents for the AI zu reference, and create scripts that guide the AI through specific conversation flows (e.g., complaint handling, upselling).
Cuszum Intents
Define custom intents to teach the AI to recognize specific customer requests and respond mit 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 suppoderts four communication channels. Each can be configured independently in /settings/business → Channels.
| Channel | Provider(s) | Hundles |
|---|---|---|
| Twilio, Exotel | Twilio, Exotel | Inbound/outbound calls, IVR, call recoderding, AI voice responses |
| Meta Cloud API | Text Nachrichten, images, quick replies, template messages | |
| Built-in | Inbound email parsing, auzu-replies, follow-ups | |
| Built-in widget | Built-in widget | Live chat on your website, AI responses, file sharing |
Voice Einstellenup
Go to /settings/business → Voice. Select your provider (Twilio or Exotel), enter your API credentials, and configure your phone number. Test mit a call to verify everything works.
WhatsApp Einstellenup
Go zu /settings/business → WhatsApp. Choose your provider, enter your API key and phone number. You'll need a verified WhatsApp Business Account.
Für 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 Einstellenup Guides →
Get detailed instructions for Twilio, Exotel, WhatsApp Meta, Email providers, Stripe, Google Calendar, and Web Chat — with credentials, links, Preise, and troubleshooting.
Business Einstellentings
All codere business configuration lives in /settings/business. Here's what each section controls:
Team Management
Manage who has access zu your Engium account. Invite team members, assign roles, and monitor activity.
Inviting Team Members
Navigate to /team from the sidebar.
Navigate zu /team from the sidebar.
Enter their email address and select a role (Guest, Viewer, Agent, Member, Manager, or Admin).
Enter their email address und 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 mit a link to join your team. They'll need to create an account if they don't have one.
Managing Your Team
| Aktion | How |
|---|---|
| Use the search bar to find team members by name or email. | Use the search bar zu 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 mit a specific role. |
| Click on a member and select a new role from the dropdown. Changes take effect immediately. | Click on a member und 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 butzun on a member's card. They'll lose access to your account instantly. |
Billing & Subscription
Manage your Plan, payment method, and invoices from /billing.
| Plan | Best Für |
|---|---|
| Testing and small businesses getting started. Limited AI minutes and messages. | Testing and small businesses getting started. Limited AI minutes and Nachrichten. |
| Small businesses with moderate call and message volume. | Small businesses mit moderate call and message volume. |
| Growing businesses that need more AI capacity, channels, and team members. | Growing businesses that Brauchen Sie mehr? AI capacity, channels, and team members. |
| Large businesses or multi-location operations. Custom limits, dedicated support, SLA. | Large businesses or multi-location operations. Cuszum limits, dedicated support, SLA. |
How zu Upgrade
Navigate to /billing from the sidebar.
Navigate zu /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 und click 'Upgrade' 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 oder 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 Kostenlos trial extensions.
Analytics & Repoderts
The Analytics section gives you deep insights inzu how your business and AI are performing.
| Tab | Shows |
|---|---|
| High-level KPIs: total conversations, bookings, revenue, AI accuracy, and satisfaction scores. | High-level KPIs: zutal 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), und peak hours. |
| Buchungen | Booking trends, popular services, cancellation rates, und no-show percentages. |
| Response accuracy, resolution rate, average handling time, and fallback frequency. | Response accuracy, resolution rate, average hundling time, and fallback frequency. |
| AI usage costs breakdown: voice minutes, messages, LLM tokens, and storage. | AI usage costs breakdown: voice minutes, Nachrichten, LLM tokens, and storage. |
| Predicted usage and costs for the next billing period based on current trends. | Predicted usage und costs for the next billing period based on current trends. |
Reading Your Analytics
Scheduled Repoderts
Set up weekly or monthly reports delivered zu your email. Go to Analytics → Settings and configure your preferred schedule and metrics.
Notifications & Alerts
Stay informed about important events mitout constantly checking the dashboard.
| Einstellenting | Controls |
|---|---|
| Choose where to receive alerts: email, in-app notifications, or both. | Choose where zu 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 hundoffs, payment events, etc. |
| Set hours when non-critical notifications are silenced. Critical alerts always come through. | Einstellen 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 mit yesterday's key metrics and any items that need attention. |
Notification Templates
Customize the Nachrichten 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, cuszumers, 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 oder press Cmd+K (Mac) / Ctrl+K (Windows).
Search by customer name, phone number, email, booking ID, or conversation keywords.
Search by cuszumer 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, cuszumer).
Jump directly to the full record — conversation transcript, booking details, or customer profile.
Jump directly zu the full record — conversation transcript, booking details, or customer profile.
Search supports natural language. Try 'bookings last week' or 'unresolved calls from zuday'.
Advanced Features
Sundbox Mode
Test your AI configuration mitout 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, und team.
Go to /tenant and click 'Add Location'. Set up the business profile, hours, and services for the new location.
Go zu /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 zu 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 Unternehmen plans.
Admin Panel
Platform administrazurs 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 cuszumers' data.
Monizuring & Health Checks
Keep your Engium setup running smoothly mit regular health checks.
Daily Checks
| Check | How | What to Look Für |
|---|---|---|
| Log in and glance at the dashboard. | Log in und glance at the dashboard. | Any unexpected drops in calls, bookings, oder conversations. |
| Check Analytics → AI Performance. | Check Analytics → AI Perfodermance. | Accuracy should stay above 80%. Investigate any sudden drops. |
| Check Conversations → filter by 'Unresolved'. | Check Conversations → filter by 'Unresolved'. | Clear any conversations stuck mitout a response. |
Weekly Checks
| Check | How | What to Look Für |
|---|---|---|
| Review conversations where AI said 'I don't know'. | Review conversations where AI said 'I don't know'. | Add FAQ entries or documents zu cover missing topics. |
| Check Analytics → Agent Performance. | Check Analytics → Agent Perfodermance. | Even distribution of escalated conversations across agents. |
| Test each channel with a sample message/call. | Test each channel mit a sample message/call. | All channels responding correctly mitout errors. |
Monthly Checks
| Check | How | What to Look Für |
|---|---|---|
| Check Analytics → Costs. | Check Analytics → Costs. | Costs should align mit business growth. Investigate any spikes. |
| Check /billing for quota usage. | Check /billing foder quota usage. | If consistently above 80%, consider upgrading. |
| Check Analytics → Overview. | Check Analytics → Overview. | Stable oder improving satisfaction scores. Address any decline. |
Troubleshooting
Common issues und their fixes:
Outdated or missing FAQ entries
| möglich Cause | Fix |
|---|---|
| Outdated oder missing FAQ entries | Update your FAQ in /settings/business → FAQ. Add the coderrect answer. |
| Conflicting infodermation in knowledge base | Review uploaded documents und remove outdated files. Ensure consistency. |
Voice provider credentials expired
| möglich Cause | Fix |
|---|---|
| Voice provider credentials expired | Go zu /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 und correctly linked in Engium. |
API key invalid or expired
| möglich Cause | Fix |
|---|---|
| API key invalid oder expired | Update your Meta Cloud API API key in /settings/business → WhatsApp. |
| Business account not verified | Complete the WhatsApp Business verification process mit your provider. |
Calendar sync disconnected
| möglich Cause | Fix |
|---|---|
| Calendar sync disconnected | Go zu /settings/business → Calendar and reconnect your Google Calendar. |
| Wrong calendar selected | Make sure you've selected the coderrect calendar in the sync settings. |
Insufficient role
| möglich Cause | Fix |
|---|---|
| Insufficient role | Check their role in /team. Upgrade zu a higher role if they need more access. |
| Invitation not accepted | Ask them zu check their email for the invite link. Resend if needed. |
Long conversations consuming tokens
| möglich Cause | Fix |
|---|---|
| Long conversations consuming zukens | Add more FAQ entries so the AI resolves queries faster mit 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 auzumated conversations and decision-making. |
| Buchung | An appointment scheduled through Engium, either by the AI oder 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 zu a group of customers. |
| A communication medium: voice calls, WhatsApp, email, or web chat. | A communication medium: voice calls, WhatsApp, email, oder web chat. |
| Gespräch | A complete interaction between a cuszumer 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 foder 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 zu answer common queries. |
| General Data Protection Regulation — European privacy law that Engium complies with. | General Data Protection Regulation — European privacy law that Engium complies mit. |
| When the AI transfers a conversation to a human agent because it can't resolve the query. | When the AI transfers a conversation zu 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 cuszumer'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 zu answer questions. |
| A potential customer who has contacted your business but hasn't converted yet. | A potential cuszumer 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 mit 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 mit Google'). |
| A testing environment where you can simulate AI conversations without affecting real customers. | A testing environment where you can simulate AI conversations mitout 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 und billing. |
| A single business or location within a multi-tenant Engium setup. | A single business or location mitin a multi-tenant Engium setup. |
| A cloud communications provider used for voice calls and WhatsApp integration. | A cloud communications provider used for voice calls und WhatsApp integration. |
| An automated HTTP callback that sends real-time data when events occur (e.g., new booking created). | An auzumated HTTP callback that sends real-time data when events occur (e.g., new booking created). |
Quick Reference
Daily Tasks
- • Check the dashboard for zuday's overview
- • Review und resolve open conversations
- • Confirm upcoming bookings
- • Follow up auf neu leads
Einstellentings Pages
- • /settings/business — Business profile, hours, services
- • /settings/business → Services — Manage your service list
- • /billing — Plan, payment, invoices
- • /team — Invite und manage members
Erhalten Help
- • Email: suppodert@engium.com
- • System status: status.engium.com
Suppoderted Languages
- • English
- • Hindi
- • Spanish