Frequently asked questions

Lead Friendly is an AI-powered CRM with voice built in. Contacts, pipeline, calendar booking, automation workflows, AI voice agents, telephony, and platform-level TCPA + FCC AI-voice compliance are bundled into a single subscription — no separate CRM, calendar, voice API, or telephony account needed.

Those are voice APIs you assemble into a custom product. Lead Friendly is the assembled product — CRM, pipeline, calendar, voice AI, telephony, and TCPA compliance all wired together. You write a prompt, pick a number, and dial. See /vs/retell, /vs/vapi, and /vs/bland for full comparisons.

No. Telephony is bundled via Telnyx and managed inside Lead Friendly. Buy numbers directly in the dashboard, or bring your own. See /vs/twilio for the buy-vs-build cost breakdown.

Yes — connect Cal.com (API key + Event Type ID), Google Calendar, or Outlook at /calendar. When the lead agrees to a time, the agent calls its book_meeting tool and the event lands on your real calendar with the contact included.

Yes. Numbers can be ported into Telnyx (the carrier the platform uses), or you can buy new ones inline. Ported numbers retain the same E911 + Hiya caller-ID workflows as new buys.

Calling works in 100+ countries (Telnyx coverage). 10DLC SMS is US-only; the rest of the world uses long-codes that don't require A2P registration. Inbound calling depends on number availability per country — check at /numbers/buy before subscribing.

Yes. Set a transfer number on the agent profile + the AI's prompt. When the lead asks for a human or hits a trigger phrase, the agent calls its transfer_call tool which SIP-REFERs (or bridges, depending on carrier) to your live agent in under a second.

ElevenLabs and Cartesia voices, configurable per agent. Cartesia Sonic-3 is the default — sub-200ms time-to-first-audio for natural conversation. You can preview voices in the agent builder before saving.

English by default. Spanish, French, German, Portuguese, Italian, Hindi, Mandarin, Japanese, Korean, Arabic, and Dutch are also supported via ElevenLabs / Cartesia multilingual voices. Pick the agent's primary language in the builder.

API key: app.cal.com → Settings → Developer → API Keys → "Add" → copy. Event Type ID: app.cal.com → Event Types, click the event you want, copy the number from the URL. Paste BOTH into the Cal.com card on the Calendar page — Event Type ID is required, not optional.

Persona reviews ID + selfie automatically — usually under 15 minutes. If 2+ hours, check the Compliance page for a rejection reason (most common: blurry photo or expired ID). Re-submit there.

Local ($3/mo) is area-code-matched and is what you want for B2B sales calls. Toll-free ($5/mo, 888/877/etc) is heavily filtered for cold calling — use it only for opt-in marketing flows where contacts know they'll be called.

Check four things: (1) KYC is approved, (2) wallet has at least $0.50, (3) the FROM number has a validated E911 address, (4) AI calling window is open (default 10am-6pm contact-local). All four are required by the compliance guard.

Use "Test in browser" on the agent builder — talks to your agent via WebRTC, no PSTN call, no minute charge. You can also test-dial your OWN phone after verifying it via OTP — that path skips the KYC and AI-window gates.

The agent must confirm "Yes, I'm an AI assistant" and cannot deny — required by the FCC's Feb 2024 ruling. The disclosure is hard-locked into every agent's prompt; you can change the wording AROUND it but not remove it. See /compliance.

No — your minute bundle resets every billing period. Overage minutes draw from your prepaid wallet at your tier's overage rate, which is shown on each plan card at /pricing.

AI outbound calls pause until you top up. The rest of the CRM (contacts, pipeline, calendar, inbound calls, automations) keeps working. Auto-reload (default $10 trigger / $50 reload) usually catches the drain before it hits zero — configure at Wallet settings.

Yes — as long as your prompt uses the {{agent_name}} token (the templates do by default). The token resolves to the live agent name at runtime, so renames propagate to every campaign automatically.

Add consent_source and consent_timestamp columns to your CSV before upload, OR record a per-contact attestation at the Consent page. Either way logs PEWC (Prior Express Written Consent) as required by TCPA for marketing AI calls.

Most common cause: the agent prompt doesn't actually trigger the book_meeting tool. Open the agent → check the booking section says something like "When the lead agrees to a time, call book_meeting with the date and time." Second-most-common: the Cal.com Event Type ID wasn't saved (re-check at /calendar). Test in browser to confirm.

Go to Billing settings → "Cancel subscription". Monthly cancels at end of period; annual cancels at end of term (no refund after the first 30 days). Wallet balance is refundable on cancel — email hello@leadfriendly.com to claim it.

Solo is free with a 7-day trial and 30 AI voice minutes (no card required). Paid tiers start at $49/month (Starter, 500 min), $99/month (Pro, 2000 min), $159/month (Agency, white-label + reseller). Annual billing is discounted on every paid tier. Full breakdown at /pricing.

No. Your minute bundle resets every billing period. Overage minutes draw from your prepaid wallet at your tier's overage rate, shown on each plan card at /pricing.

AI outbound calls pause until you top up. The rest of the CRM (contacts, pipeline, calendar, inbound calls, automations) keeps working. Auto-reload (default $10 trigger, $50 reload) usually catches the drain before zero — configure at Wallet settings.

Yes. Monthly subscriptions cancel at end of period. Annual subscriptions are non-refundable after the first 30 days but won't auto-renew if cancelled. Wallet balance is refundable on cancellation — email hello@leadfriendly.com to claim it.

Yes. Every new account gets 7 days + 30 AI voice minutes free to test every feature. No credit card required. Trial expires automatically — no surprise charges.

Solo (free 7-day trial, 30 min) is for evaluation. Starter ($49, 500 min) is solo founders + small teams. Pro ($99, 2000 min, all features) is the most common production plan. Agency ($159, white-label + reseller + custom domain + sub-account management) is for teams selling under their own brand.

Yes — for HIPAA, SOC 2, specific contractual terms, mobile app white-label, or high call volume. Email hello@leadfriendly.com with your requirements + estimated monthly volume.

Yes by default, with disclosure played to the contact at the start of every call (FCC AI-voice rule + two-party-consent compliance for relevant states). Recordings live in encrypted S3 with 90-day Object Lock + Glacier IR archival; retention follows your configured policy at Compliance settings.

At rest: AES-256 across all Supabase Postgres + S3 storage. PII columns (KYC docs, identity records) get application-layer AES-256-GCM on top of that. In transit: TLS 1.3 everywhere. OAuth tokens to third-party services are encrypted with a separate key.

Platform-side gates enforce the FCC Feb-2024 ruling treating AI voices as artificial: an AI disclosure is auto-injected into every agent prompt, the agent must confirm "yes, I'm an AI assistant" if asked (it cannot deny), federal quiet-hours + per-contact DNC + cooldown gates fire on every outbound dial, and every gate decision is written to a tamper-evident audit log. You scrub uploaded lists against federal + state DNC registries and attest before upload. Full posture at /compliance.

Not by default. HIPAA requires a signed BAA + technical safeguards beyond the standard plan. Available on Custom tier — email hello@leadfriendly.com with HIPAA in the subject. Standard plans should NOT be used for PHI (calls involving health info).

Primary database in AWS us-east-1 (Supabase). Recording backups in AWS us-west-2 (cross-region disaster recovery, 90-day Object Lock). No data stored outside the United States. Sub-processor list with regions at /legal/subprocessors.

Yes. Submit a deletion request at /legal/dsar (or Lead Friendly's profile-page "Delete account" button). Active legal holds, KYC retention (7 years), and chargeback/dispute windows are carved out per /legal/privacy — those records cannot be deleted while the obligation runs. Backups roll out within 90 days (S3 Object Lock window).

Not yet — SOC 2 Type II audit is in progress. The the platform runs on SOC 2 + ISO 27001 certified infrastructure (AWS, Supabase, Vercel, Stripe, Telnyx). Detailed posture + sub-processor certifications at /security.

Yes — that's what the Agency tier ($159/month) is for. Set up your custom domain, brand assets, legal entity, and Stripe Connect at /business. Your clients sign up on your domain, see your brand, pay you (not us), and never know the platform powers it.

White-label = your brand, your domain — but billing flows through the platform (you get a commission). Reseller mode = you become merchant of record, set your own prices, bill clients on your Stripe Connect account, send a 1099 if applicable. Reseller mode requires DPA acceptance + agreed reseller terms.

Stripe Connect Express account receives commission payouts weekly (Sunday sweeps) once you hit your configured minimum payout threshold. Payouts gate on: KYC approved + DPA accepted + Reseller Agreement accepted. Track at /agency/billing.

Yes (Agency tier). Configure markup per service (voice / SMS / phone numbers / email) at Rebill markup. Your client sees your retail price; you keep the difference between wholesale (the platform cost) and retail.

Yes. From the agency workspace list, click a sub-account → Settings → Suspend. Calls, SMS, and workflows stop immediately; data is preserved. Reactivate any time — the client's previous work is intact.

Lead Friendly KYC (Persona) verifies your identity for telephony compliance — TCPA, FCC AI calling rules, 10DLC. Stripe Connect KYC verifies your business for money movement — 1099 tax reporting, payouts. They're independent; both are required for full white-label operation.

On your verified custom domain: no. Every /legal/* page renders YOUR company tokens, the portal shows your logo + favicon, and your support email is the contact. The platform brand only shows while you're still on the leadfriendly.com host (i.e. before Step 5 finishes). Verify your domain first if you're about to demo to a client.

The EXACT name on your incorporation paperwork. "Acme Holdings, LLC" with the comma if your formation doc has one. Avoid "acme holdings llc" — that's exactly what renders on your public legal pages, and lowercase reads unprofessional. Re-edit at /settings/branding#legal-entity anytime.

Most common: TXT record not yet propagated. Check at dnschecker.org/#TXT and search for `_leadfriendly.yourdomain.com`. If absent, wait 30 min then retry. If present but verify still fails, confirm the CNAME at your chosen subdomain (e.g. `app.yourdomain.com`) points to `cname.vercel-dns.com` (NOT `leadfriendly.com`).

Yes. Click "Edit platform default" on any legal-doc card at /settings/branding#legal-documents → inline markdown editor → Save. Your override renders on YOUR domain only. External-URL redirects (302 to another host) are disabled for launch — use the inline editor.

Sets a timestamp confirming you (the agency) have read the platform-default legal text and accepted it as your binding contract with your End-Clients. The platform substitutes your Legal Entity tokens into the published pages. You can re-customize anytime via Edit platform default.

Lead Friendly's commission payouts (your cut on sub-account spend) route through Connect transfers. Connect also enables sub-account checkout on your branded domain if you turn it on later. Required even if you stay on self-billing today.

Any provider works — GoDaddy, Cloudflare, Namecheap, Google Domains, Route 53, etc. You're just adding two records: a CNAME (routing) + a TXT (ownership proof). If you use Cloudflare, set the CNAME to "DNS only" (grey cloud, not orange) so Cloudflare proxy doesn't intercept the SSL handshake.

Yes. When a visitor submits the form at yourdomain.com/legal/dsar, a notification email fires to your configured support@yourdomain.com. Make sure that mailbox is actually monitored — DSARs have legal deadlines (30 days under CCPA, 1 month under GDPR).

DPA = Data Processing Addendum. Required if you operate in reseller billing mode (you're a data controller for your End-Clients) OR if you serve EU customers (GDPR Art 28). Strongly recommended for everyone. Platform-default works for most agencies — click "Mark reviewed" on the DPA card to accept it.

Realistically 30-60 minutes if you have your incorporation paperwork + DNS access + bank info ready. Slowest steps: Persona KYC (10-15 min wait for auto-approve), Stripe Connect onboarding (~10 min — Stripe collects banking + tax info), DNS propagation (5 min to 48 hours, usually under 30 min on modern registrars).

Yes. At /settings/branding#custom-domain click "Disconnect" on the current domain, then add a new one + re-verify. SSL re-provisions on the new domain automatically. Note: any inline legal docs you customized stay attached to your org regardless of domain — they just render on the new host.