Your Complete Business Guide
Everything you need to know to run your business on Engium — from first login to advanced features.
Detailed Guides
Step-by-Step Integration Setup Guides →
Get detailed instructions for Twilio, Exotel, WhatsApp Meta, Gupshup, Email providers, Stripe, Google Calendar, and Web Chat — with credentials, links, pricing, and troubleshooting.
What Is Engium?
Engium is an AI-powered customer engagement platform that handles phone calls, WhatsApp messages, web chat, and email on behalf of your business — 24/7, in multiple languages.
Who Is This Guide For?
This guide is written for business owners and administrators 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 Work?
First-Time Setup
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
Sign up
Visit the Engium website and create an account with your email or Google sign-in.
Verify your email
Check your inbox and click the verification link we send you.
Choose your plan
Start with the free plan or pick the tier that fits your business. You can upgrade anytime.
Step 2 — Configure Your Business
Head to /settings/business to fill in the essentials:
Plan & Quota
Your current plan determines how many AI minutes, messages, and team members you can use each month.
Business Profile
Add your business name, logo, address, phone number, and website. This information appears in AI conversations.
Business Hours
Set your operating hours for each day of the week. The AI uses these to offer accurate booking slots and inform customers when you're closed.
Services
List the services you offer with names, descriptions, durations, and prices. The AI references these when answering customer questions and booking appointments.
FAQ
Add frequently asked questions and their answers. This is the fastest way to train your AI — it will use these answers directly in conversations.
Communication Channels
Connect the channels your customers use: phone (Twilio/Exotel), WhatsApp (Gupshup/Twilio), web chat widget, or email.
Calendar Integration
Connect Google Calendar so bookings made by the AI automatically appear on your schedule and avoid double-bookings.
Step 3 — Test in Sandbox
Before going live, use the Sandbox to simulate conversations with 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 and change anything.
User Roles & Permissions
Engium uses a role-based access system. Each team member gets a role that determines what they can see and do.
| Role | Access Level |
|---|---|
| Guest | View-only access to conversations; cannot modify anything. |
| Viewer | Read access to conversations, bookings, and analytics dashboards. |
| Agent | Handle conversations, manage bookings, and update lead status. |
| Member | Agent permissions plus access to knowledge base editing and reports. |
| Manager | Member permissions plus team management and channel configuration. |
| Admin | Full access except billing and account deletion. |
| Owner | 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 to jump directly to the detailed view for that metric.
Conversations
The Conversations section shows every interaction your AI has had with customers — across phone, WhatsApp, web chat, and email. You can read transcripts, listen to call recordings, and take over conversations when needed.
What to Monitor
| Metric | Why It Matters |
|---|---|
| Active conversations | Shows current customer demand and AI workload. |
| Customer satisfaction | Tracks how happy customers are with AI responses. |
| AI accuracy | Measures how often the AI gives correct, helpful answers. |
| Human handoffs | Counts how often the AI transfers to a human — high numbers may mean the knowledge base needs improvement. |
Conversation Actions
You can assign conversations to 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 messages to customer segments. Campaigns are great for appointment reminders, promotions, or seasonal announcements.
Automated Follow-Ups
Configure automatic follow-up messages 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, and export data.
| Action | How |
|---|---|
| View bookings | Go to /bookings — switch between list and calendar views using the toggle. |
| Create manually | Click 'New Booking' and fill in customer details, service, date, and time. |
| Cancel / reschedule | Open the booking and click Cancel or Reschedule. The customer is notified automatically. |
| Export data | Click the export button to download bookings as CSV, PDF, or XLSX. |
AI-Powered Booking
When a customer calls or messages 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 automatically.
Leads & Customers
Every person who contacts your business becomes a lead. Engium tracks their journey from first contact to becoming a loyal customer.
Lead Lifecycle
Customer Profiles
Click any lead or customer to see their full profile: contact info, conversation history, booking history, notes, and tags. Use tags to segment customers for campaigns.
💡 The AI automatically 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 and helpful your AI becomes.
Knowledge Sources
| Source | How It Works |
|---|---|
| Website scraping | Enter your website URL and we'll extract content automatically. Great for pulling in service pages, about pages, and blog posts. |
| Document upload | Upload PDF, DOCX, or TXT files. Ideal for menus, price lists, policy documents, or training manuals. |
| Manual entry | Type Q&A pairs, instructions, or guidelines directly. Best for specific scenarios the AI should handle. |
Managing FAQ
FAQ entries are the most impactful way to improve your AI. Each entry has a question and answer that the AI uses directly.
Add an FAQ
Go to /settings/business → FAQ and click 'Add Question'. Write the question as a customer would ask it.
Write clear answers
Keep answers concise and factual. Include prices, hours, or policies when relevant.
Review AI performance
Check conversations where the AI struggled and add new FAQ entries to cover those gaps.
Documents & Scripts
Upload documents for the AI to reference, and create scripts that guide the AI through specific conversation flows (e.g., complaint handling, upselling).
Custom Intents
Define custom intents to teach the AI to recognize specific customer requests and respond with 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 supports four communication channels. Each can be configured independently in /settings/business → Channels.
| Channel | Provider(s) | Handles |
|---|---|---|
| Voice calls | Twilio, Exotel | Inbound/outbound calls, IVR, call recording, AI voice responses |
| Gupshup, Twilio | Text messages, images, quick replies, template messages | |
| Built-in | Inbound email parsing, auto-replies, follow-ups | |
| Web chat | Built-in widget | Live chat on your website, AI responses, file sharing |
Voice Setup
Go to /settings/business → Voice. Select your provider (Twilio or Exotel), enter your API credentials, and configure your phone number. Test with a call to verify everything works.
WhatsApp Setup
Go to /settings/business → WhatsApp. Choose your provider (Gupshup or Twilio), enter your API key and phone number. You'll need a verified WhatsApp Business Account.
⚠️ For businesses in India: Exotel is recommended for voice calls and Gupshup for WhatsApp due to better local number support and compliance.
Step-by-Step Integration Setup Guides →
Get detailed instructions for Twilio, Exotel, WhatsApp Meta, Gupshup, Email providers, Stripe, Google Calendar, and Web Chat — with credentials, links, pricing, and troubleshooting.
Business Settings
All core business configuration lives in /settings/business. Here's what each section controls:
Business Profile
Your business name, logo, address, phone, email, and website. This information is used in AI conversations and customer-facing communications.
Business Hours
Operating hours for each day. The AI uses these to offer booking slots and tell customers when you're available.
Services & Pricing
The list of services you offer, including names, descriptions, durations, and prices. Keep this up to date so the AI always quotes accurate information.
Calendar
Google Calendar integration settings. Enable sync, choose which calendar to use, and set buffer times between appointments.
Industry & Templates
Select your industry to get pre-built FAQ templates, conversation scripts, and AI behavior optimized for your business type.
Team Management
Manage who has access to your Engium account. Invite team members, assign roles, and monitor activity.
Inviting Team Members
Open the Team page
Navigate to /team from the sidebar.
Click 'Invite Member'
Enter their email address and select a role (Guest, Viewer, Agent, Member, Manager, or Admin).
They accept the invite
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.
Managing Your Team
| Action | How |
|---|---|
| Search members | Use the search bar to find team members by name or email. |
| Filter by role | Use the role dropdown to show only members with a specific role. |
| Change role | Click on a member and select a new role from the dropdown. Changes take effect immediately. |
| Remove member | Click the remove button 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 For |
|---|---|
| Free | Testing and small businesses getting started. Limited AI minutes and messages. |
| Starter | Small businesses with moderate call and message volume. |
| Professional | Growing businesses that need more AI capacity, channels, and team members. |
| Enterprise | Large businesses or multi-location operations. Custom limits, dedicated support, SLA. |
How to Upgrade
Go to Billing
Navigate to /billing from the sidebar.
Select a plan
Compare plans and click 'Upgrade' on the one you want. You'll see a prorated price if mid-cycle.
Complete payment
Enter your card details or 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 free trial extensions.
Analytics & Reports
The Analytics section gives you deep insights into how your business and AI are performing.
| Tab | Shows |
|---|---|
| Overview | High-level KPIs: total conversations, bookings, revenue, AI accuracy, and satisfaction scores. |
| Calls | Call volume, duration, outcomes (booked, resolved, escalated), and peak hours. |
| Bookings | Booking trends, popular services, cancellation rates, and no-show percentages. |
| AI Performance | Response accuracy, resolution rate, average handling time, and fallback frequency. |
| Costs | AI usage costs breakdown: voice minutes, messages, LLM tokens, and storage. |
| Forecast | Predicted usage and costs for the next billing period based on current trends. |
Reading Your Analytics
Healthy Signs
- ✅ AI accuracy above 85%
- ✅ Customer satisfaction above 4.0/5
- ✅ Low handoff-to-human rate
- ✅ Steady or growing booking volume
Warning Signs
- ⚠️ AI accuracy below 70% — update your knowledge base
- ⚠️ High handoff rate — add more FAQ entries
- ⚠️ Rising costs without revenue growth — review usage
- ⚠️ Declining customer satisfaction — check conversation quality
Scheduled Reports
Set up weekly or monthly reports delivered to your email. Go to Analytics → Settings and configure your preferred schedule and metrics.
Notifications & Alerts
Stay informed about important events without constantly checking the dashboard.
| Setting | Controls |
|---|---|
| Notification channels | Choose where to receive alerts: email, in-app notifications, or both. |
| Trigger events | Select which events send notifications: new bookings, missed calls, AI handoffs, payment events, etc. |
| Quiet hours | Set hours when non-critical notifications are silenced. Critical alerts always come through. |
| Daily digest | Receive a summary email each morning with yesterday's key metrics and any items that need attention. |
Notification Templates
Customize the messages 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, customers, or knowledge base entries — using the global search.
Open search
Click the search icon in the sidebar or press Cmd+K (Mac) / Ctrl+K (Windows).
Type your query
Search by customer name, phone number, email, booking ID, or conversation keywords.
Use filters
Narrow results by date range, channel, status, or type (conversation, booking, customer).
Click a result
Jump directly to the full record — conversation transcript, booking details, or customer profile.
💡 Search supports natural language. Try 'bookings last week' or 'unresolved calls from today'.
Advanced Features
Sandbox Mode
Test your AI configuration without 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, and team.
Create a new tenant
Go to /tenant and click 'Add Location'. Set up the business profile, hours, and services for the new location.
Switch between tenants
Use the tenant switcher in the sidebar to 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 Enterprise plans.
Admin Panel
Platform administrators 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 customers' data.
Authentication
Secure login with email/password or Google OAuth. Session tokens are encrypted and expire automatically. Role-based access ensures team members only see what they need.
Data Protection
All data is encrypted in transit (TLS 1.3) and at rest. Call recordings and conversation logs are stored securely with configurable retention policies.
GDPR Compliance
Engium is built with GDPR in mind. Customers can request data exports and deletion. Consent is tracked and auditable.
Audit Logs
Every significant action — role changes, setting updates, data deletions — is logged with timestamps and user information for accountability.
Monitoring & Health Checks
Keep your Engium setup running smoothly with regular health checks.
Daily Checks
| Check | How | What to Look For |
|---|---|---|
| Dashboard overview | Log in and glance at the dashboard. | Any unexpected drops in calls, bookings, or conversations. |
| AI accuracy | Check Analytics → AI Performance. | Accuracy should stay above 80%. Investigate any sudden drops. |
| Unresolved conversations | Check Conversations → filter by 'Unresolved'. | Clear any conversations stuck without a response. |
Weekly Checks
| Check | How | What to Look For |
|---|---|---|
| Knowledge base gaps | Review conversations where AI said 'I don't know'. | Add FAQ entries or documents to cover missing topics. |
| Team workload | Check Analytics → Agent Performance. | Even distribution of escalated conversations across agents. |
| Channel health | Test each channel with a sample message/call. | All channels responding correctly without errors. |
Monthly Checks
| Check | How | What to Look For |
|---|---|---|
| Cost review | Check Analytics → Costs. | Costs should align with business growth. Investigate any spikes. |
| Plan usage | Check /billing for quota usage. | If consistently above 80%, consider upgrading. |
| Customer satisfaction trends | Check Analytics → Overview. | Stable or improving satisfaction scores. Address any decline. |
Troubleshooting
Common issues and their fixes:
AI gives wrong answers
| Possible Cause | Fix |
|---|---|
| Outdated or missing FAQ entries | Update your FAQ in /settings/business → FAQ. Add the correct answer. |
| Conflicting information in knowledge base | Review uploaded documents and remove outdated files. Ensure consistency. |
Calls not connecting
| Possible Cause | Fix |
|---|---|
| Voice provider credentials expired | Go to /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 and correctly linked in Engium. |
WhatsApp messages not sending
| Possible Cause | Fix |
|---|---|
| API key invalid or expired | Update your Gupshup/Twilio API key in /settings/business → WhatsApp. |
| Business account not verified | Complete the WhatsApp Business verification process with your provider. |
Bookings not appearing in Google Calendar
| Possible Cause | Fix |
|---|---|
| Calendar sync disconnected | Go to /settings/business → Calendar and reconnect your Google Calendar. |
| Wrong calendar selected | Make sure you've selected the correct calendar in the sync settings. |
Team member can't access features
| Possible Cause | Fix |
|---|---|
| Insufficient role | Check their role in /team. Upgrade to a higher role if they need more access. |
| Invitation not accepted | Ask them to check their email for the invite link. Resend if needed. |
High AI costs
| Possible Cause | Fix |
|---|---|
| Long conversations consuming tokens | Add more FAQ entries so the AI resolves queries faster with shorter responses. |
| Unused channels still active | Disable channels you're not using in /settings/business → Channels. |
Glossary
Key terms used throughout Engium:
| Term | Meaning |
|---|---|
| AI | Artificial Intelligence — the technology that powers Engium's automated conversations and decision-making. |
| Booking | An appointment scheduled through Engium, either by the AI or manually by a team member. |
| Campaign | A bulk messaging initiative sent via WhatsApp or email to a group of customers. |
| Channel | A communication medium: voice calls, WhatsApp, email, or web chat. |
| Conversation | A complete interaction between a customer and the AI or a human agent. |
| Exotel | A cloud telephony provider popular in India, used for voice call integration. |
| FAQ | Frequently Asked Questions — pre-written Q&A pairs that train the AI to answer common queries. |
| GDPR | General Data Protection Regulation — European privacy law that Engium complies with. |
| Gupshup | A messaging platform used as a WhatsApp Business API provider. |
| Handoff | When the AI transfers a conversation to a human agent because it can't resolve the query. |
| Intent | The purpose behind a customer's message — e.g., 'book appointment', 'check price', 'talk to human'. |
| Knowledge Base | The collection of documents, FAQ entries, and scripts that the AI uses to answer questions. |
| Lead | A potential customer who has contacted your business but hasn't converted yet. |
| LLM | Large Language Model — the AI model (like GPT) that generates natural-language responses. |
| Multi-Tenant | A setup where one Engium account manages multiple business locations, each with separate data. |
| OAuth | An authentication protocol used for secure third-party logins (e.g., 'Sign in with Google'). |
| Sandbox | A testing environment where you can simulate AI conversations without affecting real customers. |
| Script | A predefined conversation flow that guides the AI through specific scenarios. |
| Stripe | The payment processor Engium uses for subscriptions and billing. |
| Tenant | A single business or location within a multi-tenant Engium setup. |
| Twilio | A cloud communications provider used for voice calls and WhatsApp integration. |
| Webhook | An automated HTTP callback that sends real-time data when events occur (e.g., new booking created). |
Quick Reference
Daily Tasks
- • Check the dashboard for today's overview
- • Review and resolve open conversations
- • Confirm upcoming bookings
- • Follow up on new leads
Settings Pages
- • /settings/business — Business profile, hours, services
- • /settings/business → Services — Manage your service list
- • /billing — Plan, payment, invoices
- • /team — Invite and manage members
Get Help
- • Email: support@engium.com
- • System status: status.engium.com
Supported Languages
- • English
- • Hindi
- • Spanish