VoiceOI

Compliance and account

Team roles, balance and support

Manage the team under Settings > Teams. Every role can open it, each person’s role decides which pages they see, and only an Admin can add, change or remove an Admin. You pay in advance: Remaining Balance counts down as your bots accrue their monthly charge, and at zero you get about 2 days of grace before the account is paused. The app has no top-up button, invoice page or plan page, so the VoiceOI team handles payment and plan changes.

Applies to:Every account

Last checked against the product: . Found a mistake? Tell us.

What can you change under Settings?

Settings (the footer of the sidebar) has three tabs. Every role can open it.

TabWhat is on itGood to know
ProfileChange Photo, Organization Name (Admins only), Full Name, Email Address, and Change Password with Current Password, New Password and Confirm New Password. Press Save Profile to save.Email Address cannot be edited here: it is changed under Teams. A new password needs at least 8 characters and signs you out of your other sessions. Type Current Password carefully, because a wrong one can end your session. If you forgot it, use Forgot your password?. The Verified badge under your photo is always shown and checks nothing. The organization name also appears on invoices and billing emails.
GeneralFour theme cards (Studio Light, Deep Graphite, Amber Earth, System Sync), Primary Timezone, and on some accounts Bot Server Management.Nothing saves until you press Apply Global Aesthetic (“System settings updated” confirms it), which saves the whole tab, time zone included, for your whole organization. The tab and its buttons are shown to every role. Ask the team to leave Bot Server Management off unless you need it: its Restart Server button disconnects every active call at once.
TeamsInvite Member, and a list of User (name and email), Role and a menu with Edit and Remove.Every role can open this tab. Roles other than Admin do not see Admin accounts in the list.

What does Primary Timezone change?

It changes how VoiceOI reports your results and which day it treats as today:

  • The days and hours on the Dashboard and Dialer Dispositions.
  • The Date and Time columns of the Call Logs export.
  • The date and time values a script writes to Google Sheets.
  • The date that Smart Listen and the notes for a closer treat as today.

Which roles are there, and what does each one see?

A role decides which pages show in a person’s sidebar. It is not a fine-grained permission. You pick it when you invite someone and can change it later with Edit. Pages such as Closer Hub and Voice Studio also need a feature the team switched on: see the sidebar.

RolePages it getsPages it does not get
Admin (Full Access)Every page your account has, including Call Logs (with export), Live Monitor and, on built-in dialer accounts, the Dialer group.The three team-only pages (Campaigns, Audio Library, ViciDial Tools), which no customer login gets.
Manager (Campaigns)Dashboard, Dialer Dispositions, Marketplace, Scripts, Simulator, Integrations, Immediate Hangups, Remote Agents, and Closer Hub and Voice Studio if enabled.Call Logs, Live Monitor, the Dialer group.
SubManager (Everything except Scripts)Dashboard, Dialer Dispositions, Marketplace, Simulator, Call Logs (no export), Immediate Hangups, Remote Agents.Scripts, Closer Hub, Voice Studio, Integrations, Live Monitor, the Dialer group.
Viewer (Read-only)The same pages as Manager.The same pages as Manager.

Every role sees Remaining Balance and the balance notes on the Dashboard. Remote Agents is hidden on built-in dialer accounts.

How do you invite a team member?

  1. Fill in the invitation

    You

    Open Settings > Teams and press Invite Member (the dialog is titled Provision Access). Enter Name and Email, and choose a Platform Role from the table above. An Admin can invite any role; any other role can invite only its own.

  2. Leave Security Password empty

    You

    The field is optional, although it shows “Minimum 8 characters”. If you type a password, VoiceOI emails it to the person as plain text, with a link that only verifies the email address. Without one, the person chooses their own.

  3. Press Invite User

    You

    A message says “Invitation sent”, and VoiceOI emails the person a link.

  4. The person sets a password

    You

    The link opens a page where they enter a New password twice (at least 8 characters) and press Activate account. They then log in at the log-in page.

  • The link works once. The email you get without a starting password says it expires after 24 hours. There is no resend button: remove the entry and invite the person again. See My invitation link does not work.
  • The Teams list does not say whether the person opened the link. Until they do, a log-in attempt fails with “Invalid credentials” (you left Security Password empty) or “Email is not verified” (you typed one).

How do you change a role, reset a password or remove a member?

To do thisDo thisWhat happens
Change a name, email, role or passwordOpen the menu (three dots) on the member’s row, choose Edit (the dialog is titled Modify Member), change the field and press Save Changes. Leave Security Password empty to keep the current password.“User updated successfully” confirms it. A new role, or a password set by someone else, signs that person out of every session. You cannot change your own role.
Reset a teammate’s passwordChoose Edit, type a new Security Password (8 characters or more) and press Save Changes.The person is signed out everywhere. You now know the password, so ask them to change it under Settings > Profile, or have them use Forgot Credentials? on the log-in page instead.
Remove a memberOpen the same menu, choose Remove and press Confirm Ejection in the Eject Member dialog.“User deleted successfully” confirms it. Their access ends at once. You cannot remove your own entry.

How does the prepaid balance work?

You pay per bot, per month, in advance. A bot is one concurrent call slot, and there is no per-minute AI fee. Your monthly bot charge is the per-bot price on your account times the number of bots the team confirmed. See the pricing page.

That charge comes off your balance every hour through the billing cycle, whether or not you place any calls. Carrier charges are not part of the bot price: they come from your own carrier, or from VoiceOI if you buy its carrier service, a separate product.

The two-day free trial never turns into a paid plan on its own: see How does the two-day free trial work?.

Where do you see your balance?

WhereWhat it shows
Sidebar, Remaining BalanceThe amount, and “Nd left” when the account has a daily charge. A balance below zero has a minus sign. “Nd left” is the balance divided by the daily charge in whole days, and the daily charge is the monthly bot charge divided by the days in the billing cycle, so it shifts slightly from month to month. The widget refreshes every 5 minutes. If it is missing, expand the sidebar with the arrow at the bottom, or ask the team to switch billing on for your account.
Dashboard note, 5 days or fewer left“Your balance is $[amount]: about [N] days of calling left at your current rate.” The days count your balance, not calls placed.
Dashboard note, balance at zero“Your balance is $[amount]. Top up to keep your bots calling.” During grace: “Your balance has run out. Calls stop on [date] unless you top up.” The notes show the amount without a minus sign.
Red banner on every page, during graceIt starts “Your balance is depleted”, names the date service will be suspended, and ends “Top up now to avoid interruption.”

The dashboard shows no list of charges or credits. For a statement, ask the team. Each invoice PDF shows the bot count and the per-bot price.

What else is charged to the balance?

A few AI and voice features are charged to the same balance, on top of the monthly bot charge, if the team switched them on. Script Studio, re-recording a line and Smart Listen with AI refuse to start when the balance is too low, with a message such as “Your balance is too low to start a script … Add funds and try again.” They need the price plus a small minimum balance, so they can refuse while the balance is still above zero. Answer unknown questions live shows no message: when the balance is very low it stops voicing new answers, and the call carries on without them.

Feature and whereWhat the screen says
Script Studio draft and recording (Scripts > Generate with AI)The form shows the price of the draft, the price of recording per 1,000 characters, and your balance.
Re-recording a line (the re-record button on a Script Studio recording, in Script Builder)“charged to your balance when it succeeds”, with the price.
Smart Listen with AI and Smart Join (Script Builder toolbar)“The AI’s work is charged to your balance once the draft is ready.” A failed run is not charged.
Answer unknown questions live (Smart Listen panel)“Charged to your balance; a question asked again costs nothing.”

What happens when your balance runs out?

Nothing stops the moment the balance reaches zero. You get 2 days of grace in which calls carry on, then the account is paused, though the charged features in What else is charged to the balance? can stop sooner. Balances are checked once an hour, so the times are approximate.

WhenWhat you seeWhat happens
5 days of balance left or fewerThe Dashboard note about days left. At 3 days or fewer, an email “Your [organization] balance is running low” with a suggested top-up of about a month’s charge. At 2 days or fewer, an email “Invoice for [organization]” with a PDF invoice, at most one per billing cycle.Calls are not affected.
Balance reaches zeroThe grace note on the Dashboard, the red banner on every page, and an email “Action needed: [organization] balance has run out”, usually with an invoice.Grace starts at the next hourly check. Calls carry on, and the balance keeps going down, so it can go below zero.
Grace ends, balance still at zero or belowAn email “Service suspended for [organization]”. Log-in is refused with “Organization is frozen”. A dashboard that was already open fails with “Couldn’t load your dashboard. Account access restricted. Please contact support.”The account is paused.
The team adds a creditUsually an email “Credit added to [organization]” with the new balance and, if the account was paused and is now above zero, “Service restored for [organization]”.The account is switched back on only when the balance is above zero.

What does a pause change?

  • Dashboard access ends for everyone on the account.
  • For VICIdial® and other dialers that send calls to your bots over SIP, the list of addresses allowed to send those calls is cleared, so they are refused (see the allow-list). On the built-in dialer, campaigns of a paused account do not run.
  • Nothing is deleted: scripts, settings and call history stay as they were, and the balance stops going down.
  • A pause for balance and a pause by the team look the same on screen, so if you do not expect one, ask the team why. See What if your account is paused or was not approved?.

How do you get the account back?

  1. Pay and tell the team

    You

    Follow How do you add balance or pay an invoice?. After a pause the balance is below zero and a credit is added to it, so a credit smaller than the shortfall does not restore the account: it switches on only when the new balance is above zero.

  2. Credit the balance

    VoiceOI team

    The team adds the credit. Once the balance is above zero, the account is switched on and its earlier allow-list is put back.

  3. Log in and test

    You

    Log in at the log-in page. Allow a few minutes before you test calls, because the bot servers pick up the restored allow-list on their own.

How do you add balance or pay an invoice?

The app has no top-up button, invoice page or plan page, and the messages that say “top up” are text only. VoiceOI adds credit to your balance after you pay, and the invoice shows how to pay.

  1. Read the billing email

    You

    Invoices come by email as PDF attachments. The buttons in the billing emails (“Top up your balance”, “Top up now”, “View payment details”, “Restore your service”, “Pay now”) open a new email to [email protected]. Before service starts, the team sends an invoice with the subject “Invoice [number]: [organization] - VoiceOI Prepaid Plan”.

  2. Open the invoice and ask if unsure

    You

    The invoice PDF has a How to pay section. If you have no invoice or it is unclear, use the button in the email or chat, WhatsApp, phone or email, and give your organization name and the invoice number.

  3. Credit your balance

    VoiceOI team

    When the payment arrives, the team adds the credit by hand, so it is not instant. You usually get an email “Credit added to [organization]”.

  4. Check Remaining Balance

    You

    The figure refreshes every 5 minutes. Reload the page if it still shows the old amount.

Billing emails go to the billing contact the team has on file or, if none is set, to the earliest-created Admin, normally the person who signed up. To change that address, your plan or the number of bots, ask the team: there is no screen for it.

How do you reach VoiceOI support?

There is no chat inside the dashboard. Chat is on the VoiceOI website, and the other channels are on the contact page, which also has a Start live chat button.

ChannelDetails
Website chatThe blue button at the bottom right of voiceoi.com pages, labelled Ask AI (an icon only on a phone) or, when the AI assistant is off, Chat with us. It offers Chat with AI, WhatsApp and Email; Talk to a person in the AI chat asks someone from the team to join and lets you leave an email or WhatsApp number. The AI can make mistakes, and a person confirms pricing and setup.
WhatsApp and phone+1 702 415 9926.
Email[email protected] for support. [email protected] for sales, partners and general questions.
Contact formOn the contact page, choose Sales, Support, Partnership or Other, and write your message.

What should you send?

  • Your organization name and login email.
  • The page you were on and the exact message.
  • For a call problem: the time of the call with your time zone, the phone number or lead ID, the campaign and, on VICIdial® accounts, the remote-agent extension.
  • For a billing question: the invoice number, or the date, amount and reference of your payment.

What do you do when an invitation, a role or the balance goes wrong?

“Organization is frozen” at log-in, or “Account access restricted” on a page

Likely cause

The account is paused: the balance ran out and grace ended, or the team paused it. “Account access restricted” also appears if the team declined the account: see What if your account is paused or was not approved?.

How to check

Look in your inbox, including spam, for “Service suspended for” from VoiceOI: it means the pause was for balance. You see “Organization is frozen” only when your email and password are right. A wrong password shows “Invalid credentials”.

How to fix it

Follow How do you get the account back?. If you have no such email, contact the team to find the reason.

Still stuck

See What should you send?, and add the time you saw the message, with your time zone.

“Only an admin can invite team members” or “Security Violation: As a manager, you are only authorized to invite other managers”

Likely cause

“Only an admin can invite team members”: on this account only an Admin can invite.

“Security Violation: As a manager, you are only authorized to invite other managers”: a role other than Admin can invite only people with its own role. The message uses the role’s internal name, for example sub_manager.

How to check

Look at your role in the Teams list, or ask your Admin.

How to fix it

Ask an Admin to send the invitation.

Still stuck

Your login email, your role and the exact message.

The person I invited got no email, or I see “Email already exists”

Likely cause

The email is in spam or the address is mistyped. “Invitation sent” appears even when the email could not be delivered.

“Email already exists” means the address already belongs to a VoiceOI account: a teammate, an unopened invitation, or another organization.

How to check

Ask the person to check spam, and look for the address in the Teams list.

How to fix it

If the address is mistyped, or is in your list and the person never set a password, remove the entry and invite again with the right address.

If it is not in your list, use a different address or ask the team. If a new invitation still fails, contact the team.

Still stuck

The address, the time you sent the invitation with your time zone, and your organization name.

“You cannot remove your own account”, “You cannot change your own role”, or “This user still has records linked to them, so they could not be removed”

Likely cause

The dashboard does not let you remove or re-role yourself. The third message means other records in the account still point to that member. Nothing was changed.

How to check

Check whether the entry is your own.

How to fix it

Ask another Admin to remove or change your entry. For the third message, contact the team with the member’s email address.

Still stuck

The member’s email address, your organization name and the exact message.

Common questions

How does VoiceOI billing work?

You pay in advance, per bot per month. A bot is one concurrent call slot, and there is no per-minute AI fee. Your charge is the per-bot price on your account times the number of bots the team confirmed; carrier charges are separate. A few optional AI features, such as Script Studio, re-recording a line, Smart Listen with AI and live answers, are charged to the same balance when the team has switched them on. The dashboard has no top-up button or invoice page: invoices arrive by email, and the team adds the credit after you pay.

What happens when my prepaid balance runs out?

You get about 2 days of grace in which calls carry on, with a note on the Dashboard and a banner on every page. If the balance is still at zero or below after that, the account is paused: log-in is refused, calls from a VICIdial or other SIP dialer to your bots are refused, and built-in dialer campaigns stop. Nothing is deleted, and a credit that lifts the balance above zero switches the account back on.

Can I give a teammate read-only access?

Not reliably. Viewer (Read-only) shows the same pages as Manager, and the name does not stop that person from changing things, so give it only to people you would trust with Manager access. Roles control which pages appear in the sidebar. They are not fine-grained permissions.

How long is the free trial, and what happens after it?

VoiceOI offers a two-day free trial, and sign-up asks for no payment details. It starts when the team approves your account and never turns into a paid plan on its own, so to keep using VoiceOI you add a prepaid balance.

How do I reach VoiceOI support?

Use the chat button on the VoiceOI website, WhatsApp or phone on +1 702 415 9926, [email protected], or the contact form. There is no chat inside the dashboard.

Related

VoiceOI provides tools. The customer is the caller and is responsible for consent, do-not-call lists, calling hours, caller ID, recording and monitoring consent, and disclosures. This page is not legal advice.

VICIdial is a registered trademark of the Vicidial Group. VoiceOI is an independent product and is not affiliated with or endorsed by the Vicidial Group. Asterisk, Twilio and other product names are trademarks of their respective owners.

Questions about your setup? Talk to the VoiceOI team.