Frequently asked questions
Questions we get asked, answered without the marketing layer
28 answers, all of them taken from the product rather than from a brochure — including the ones about what EzyConn cannot do. If a line here stops being true it will be because the product got better, not because we quietly deleted it.
The basics
What the product is, where it answers, and what it is allowed to say it does.
- What does EzyConn actually do?
- EzyConn is a multi-channel AI customer-operations platform. A customer sends a message; EzyConn understands it, applies your own deterministic rules — service area, contact format, availability — runs one of your published business processes, and produces a real outcome: a booking row in your diary, an enquiry routed to the right team, or a handoff to a person with the whole transcript attached.
- Is EzyConn just a chatbot?
- It answers questions like one, but three things separate it from a chatbot. The gates are rules rather than model judgement, so the same input gives the same answer every time. The booking step writes a real appointment at your own duration, price, currency and clock, with double-book protection. And the processes it runs come from a published catalogue whose status is computed from what the engine can actually execute, so a process cannot be advertised that the engine will not run.
- Which channels can EzyConn answer on?
- The website widget, inbound phone calls through your own Twilio account, WhatsApp, Slack, Microsoft Teams (beta), Telegram, email and Zoom. Human takeover works across all of them. There is also a mobile app, but that is for you and your agents rather than for your customers.
- Can EzyConn answer the phone?
- Yes, for inbound calls, and you bring your own Twilio account. You store your Twilio credentials — the auth token is encrypted — and paste a webhook URL into Twilio. Caller speech is transcribed by Twilio, answered by the same agent that handles your chat, and spoken back by Twilio. It is not an outbound calling product: EzyConn does not dial anyone. Voice unlocks on the Professional plan.
- How many languages does it answer in?
- Thirty. That figure is the length of the supported-language list in the product, not a marketing number, and you should distrust any page on this site that claims more.
- Does a person ever take over?
- Yes, and it is a first-class step rather than a fallback. A process can hand a conversation to a human on purpose — the urgent-callout process books nothing at all and exists only to put a person on it — and your team can take over any conversation on any channel at any time, with the transcript already in front of them.
Processes and industries
EzyConn ships a fixed catalogue of business processes rather than a blank canvas. Here is what that means in practice.
- What is a "process" in EzyConn?
- A process is a published, named business journey that the engine runs end to end — for example "New service request" or "Existing patient: move or cancel an appointment". It is built from eleven step types: ask a question, say something, branch on the answer, run a business-rule check, offer available times, find an existing booking, book or move or cancel it, hand to a person, and so on. You configure a process with your own hours, timezone, services, prices and coverage; you do not draw it.
- How many processes are there, and do they all work?
- Twenty-four, across eight industries, three per industry. Nine are fully implemented and fifteen are partial. Partial does not mean broken: it means the process carries a named reduction that is published beside it, so you can read exactly what it will not do before you install it. The status is computed from the engine, not typed in by hand.
- Which industries does EzyConn ship processes for?
- Eight: Home Services, Automotive, Aesthetics and Beauty, Retail, Healthcare, Wellness, Translation and Interpretation, and Dental. Healthcare and Dental are administrative only — scheduling, changes and routing, never anything clinical.
- Can EzyConn book an appointment?
- Yes, and it is a real row rather than a message saying someone will be in touch. Times are computed from your business hours, timezone, service duration, price and currency; double-booking is prevented; appointments can be moved or cancelled behind a confirmation step; and the customer gets a confirmation email. A cancellation, though, sends the customer nothing today — there is one booking template and reusing it would tell somebody their appointment was confirmed.
- Can I build my own workflow from scratch?
- No. There is no drag-and-drop workflow builder, and the visual canvas in the product is read-only by design because the engine ignores anything drawn on it. What you do instead is choose a published process and configure it with your own hours, services, prices and coverage. Automations are separate and simpler: they fire when a new conversation starts or a new message arrives.
- How do you define a service area?
- As a list of postcodes or a set of postcode prefixes, in one country per workspace. A radius is refused outright — "everywhere within 20 miles" cannot be expressed. The service-area gate runs first on any dispatched process, so a customer outside your coverage is told so before they are offered a time.
What EzyConn does not do
Most vendors publish only the capability list. These are the limits worth knowing before you buy, not after.
- Does EzyConn connect to my CRM, PMS, DMS or EHR?
- No. There is no CRM, practice-management, dealer-management, health-record, order-management or field-service connector of any kind. HubSpot, Salesforce, Zendesk, Shopify, Stripe, Mailchimp and Google Analytics are declared in the product catalogue as coming soon and are not built. What does work today is Slack, WhatsApp, Microsoft Teams in beta, Telegram, email, Zoom, Zapier, signed webhooks, and Twilio with your own credentials.
- Does it sync with Google Calendar, Outlook or Calendly?
- No. There is no external calendar sync at all. Availability is computed only from bookings EzyConn made itself, which means double-book protection covers EzyConn bookings and nothing stops a colleague booking over a slot from their own calendar.
- Can it tell a customer whether something is in stock?
- No. There is no column anywhere that could hold a quantity, a size, a variant or a SKU. EzyConn can answer with a product name, description, price and whether you still list it. It cannot say what is on the shelf, or in which shop.
- Can a customer pay or leave a deposit in the chat?
- No. There is no payment step, no deposit and no order-taking. Money never changes hands inside a conversation.
- Does EzyConn handle clinical questions, triage or emergencies?
- No, and this is the claim we are most careful about. For dental, healthcare and aesthetics EzyConn does reception work: scheduling, changes and routing. It does not assess symptoms, give advice, triage, prioritise by urgency, or page anybody. There is no emergency protocol and no clinical escalation path. The website widget does run a deterministic safety check before anything else happens, which stops on messages that read as an emergency and points to urgent care — but that is a floor, not a clinical guarantee, and it is wired on the widget only.
- Does urgency change how a job is handled?
- It is recorded, not acted on. "Emergency" is written onto the appointment for whoever works it. There is no dispatch queue, no priority column and no SLA, so an urgent job is offered the same times in the same order as a routine one. The one place urgency genuinely changes the outcome is the urgent-callout process, which skips booking entirely and puts a person on it.
- Do you support SSO or SAML?
- Not yet. SSO is reserved to the Enterprise tier in the entitlement matrix, and the matrix’s own verdict on it is "not built". SCIM, field-level masking, data residency, multi-region, private-cloud and self-hosted deployment do not exist either.
- Are you SOC 2, ISO 27001 or HIPAA certified?
- No. EzyConn holds no SOC 2, ISO 27001, HIPAA or PCI DSS certification and offers no BAA, and there is no uptime SLA underwriting the service. What is real and can be described: tenant isolation, role-based permissions, SSRF protection on every server-side fetch of a customer-supplied URL, webhook signature verification, encryption at rest for stored third-party credentials, MFA, audit logging, GDPR erasure enforced at login, rate limiting, and plan enforcement backed by database advisory locks.
- Does the booking capture a street address?
- No. A dispatched job carries the postcode that passed the coverage check, and the process never asks for the door number, so a van cannot be routed from the booking alone. There is also no per-person calendar: bookings are made against the workspace diary, so "with Jo" is never offered.
Plans, seats and the free tier
Four plans, and the honest version of what each one changes. Prices live on the pricing page.
- How do the plans work?
- There are four: Free, Pro, Professional and Enterprise. Free is for trying the product on real traffic. Starter is where the product turns on — Workflows, Voice, AI Actions and outbound campaigns all unlock there. Professional adds AI Email, AI Insights, audit logs and the ability to remove the EzyConn badge. Enterprise raises every cap and is sold on commercial terms rather than on a feature list.
- Is there a free plan?
- Yes. The free plan gives you one agent seat alongside the account owner — two people in total — and 500 messages a month. The EzyConn badge stays on the widget: badge removal requires Professional. There is no trial clock on it.
- How many people can use each plan?
- Seats are enforced, not aspirational: one agent seat on Free, three on Starter, ten on Professional, and 999 on Enterprise. The account owner is not counted as an agent seat, so Free is two people and Starter is four. No plan has unlimited seats.
- What exactly unlocks at Starter?
- Workflows, Voice, AI Actions, outbound campaigns, and the chatbot booking and shopping tools. This is the single most important commercial fact about the plans: the things that make EzyConn more than a chat widget are all on Starter, not on Free.
- Can I remove the EzyConn badge?
- On Professional and above. Badge removal is enforced at the Professional tier, so any page telling you a free or Starter plan ships without vendor branding is wrong.
- What does Enterprise actually add?
- Higher caps — 999 seats, apps and integrations — and the largest message, AI-credit and API quotas. Feature-wise, exactly one row in the entitlement matrix separates Enterprise from Professional, and that row is SSO, which is not built. So Enterprise is worth buying for commercial terms: a DPA, invoicing, seat volume, a retention conversation and a support commitment. We would rather say that than imply a feature list that does not exist.
- What happens when I hit the message limit?
- Messages, AI credits and API calls are metered per period on every plan, including Free, and the caps are enforced rather than advisory. Free is 500 messages and 1,000 AI credits a month. There is no plan on which those meters are switched off, so anyone telling you the free tier has no credit meter is describing a different product.
Still deciding?
The two pages worth reading next are the ones most vendors do not publish.
Something not covered here? Ask us directly.