Frequently Asked Questions¶

Quick answers to common questions about using Voxum.

Getting Started¶

How do I log in?¶

Go to your Voxum admin panel URL
Enter your email and password
Click Log In

If you don't have credentials, check your email for a welcome message or contact your administrator.

I forgot my password. What do I do?¶

Click Forgot Password on the login page
Enter your email address
Check your inbox for a reset link
Create a new password

How do I change the language?¶

Go to Profile or Settings
Find the Language option
Select English or French
The interface updates immediately

Documents¶

What file types can I upload?¶

Voxum accepts:

PDF files (.pdf)
Word documents (.docx)
Text files (.txt)
Markdown files (.md)
OpenDocument files (.odt)
Excel spreadsheets (.xlsx)
PowerPoint presentations (.pptx)

How long does processing take?¶

Most documents process in under a minute. Larger documents (50+ pages) may take a few minutes.

Why isn't my chatbot using information from my document?¶

Check these things:

Wait for processing to complete
Make sure the document contains readable text (not scanned images)
Test with a specific question about the content
Verify the document uploaded successfully

Can I upload from Google Drive or Dropbox?¶

Not directly. Download the file to your computer first, then upload it to Voxum.

Response Rules¶

What's the difference between rules and documents?¶

Documents teach your chatbot general knowledge
Rules provide specific answers for specific keywords

Use documents for broad information and rules for critical answers you want to control precisely.

Why isn't my rule working?¶

Check that the rule is enabled (toggle is on)
Verify your trigger words match what you're typing
Make sure another rule isn't catching the message first
Clear your chat and try again

Can I have multiple trigger words?¶

Yes! Separate trigger words with commas:

hours, schedule, open, when

Conversation Flows¶

What's the difference between rules and flows?¶

Rules provide single answers
Flows are multi-step guided conversations

Use rules for quick information and flows for processes like booking or lead qualification.

Can I have multiple active flows?¶

Yes, you can have multiple flows active. Each flow has its own trigger condition.

How do I test a flow without bothering real visitors?¶

Use the preview widget in your admin panel. Any emails or notifications go to your Preview Inbox instead of being sent.

Go to Widget in the left menu
Find Theme Color
Enter a hex color code (e.g., #3B82F6)
Click Save

Yes, but it requires modifying where you place the widget code. Add it only to the pages where you want the widget.

Check these items:

Is the code placed before </body>?
Have you saved and published your website changes?
Is an ad blocker interfering?
Check the browser console for errors

The widget is designed for the bottom-right corner and cannot be repositioned.

Account¶

How do I change my password?¶

Go to Profile or Settings
Find Security or Password
Enter your current password
Enter your new password twice
Click Update

What is two-factor authentication (2FA)?¶

2FA adds extra security by requiring both your password and a code from your phone or email to log in.

How do I set up 2FA?¶

Go to Security Settings
Click Enable Two-Factor Authentication
Choose authenticator app or email
Follow the setup steps
Save your backup codes

How do I cancel my account?¶

Go to Billing
Click Cancel Subscription
Follow the prompts

You'll retain access until the end of your billing period.

Troubleshooting¶

The chatbot gives wrong answers¶

Try these fixes:

Update or add documents with correct information
Create a response rule for that specific topic
Check for outdated or conflicting documents
Remove documents with incorrect information

My changes aren't showing¶

Make sure you clicked Save
Refresh your website
Clear your browser cache
Try in an incognito/private window

I'm getting an error message¶

Note the exact error and try:

Refreshing the page
Logging out and back in
Trying a different browser
Contacting support with the error details

The admin panel is slow¶

Try:

Refreshing the page
Clearing browser cache
Using a different browser
Checking your internet connection

Billing¶

When am I charged?¶

At the start of each billing period (monthly or annually, depending on your plan).

How do I update my payment method?¶

Go to Billing
Click Update next to your payment method
Enter new card details
Click Save

How do I download an invoice?¶

Go to Billing
Find Invoice History
Click Download next to the invoice you need

What happens if my payment fails?¶

You'll receive a notification. Update your payment method to avoid service interruption.

Getting Help¶

Where do I get support?¶

Email: support@voxum.ai
Check this documentation for answers

How do I report a bug?¶

Contact support with:

What you were trying to do
What happened instead
Any error messages
Screenshots if possible

Can I request a new feature?¶

Yes! Send feature requests to support@voxum.ai. We love hearing from users.

Didn't find your answer?

Contact us at support@voxum.ai and we'll be happy to help.