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