Frequently asked questions

Yes. Lead Friendly is an agentic AI platform for sales and front-office calls: instead of handing you a blank agent and a pile of settings, it takes the goal — set up and run your calling — and does the steps. You pick your industry and paste your website; the platform reads your site and builds an AI voice agent grounded in your services, hours, and pricing, then proposes the automations and follow-up campaigns a business like yours should run (instant new-lead text, appointment confirmation, post-call follow-up, call-and-qualify-new-leads, re-engage-cold-leads). From there the agent answers inbound calls, runs consented outbound, qualifies leads, books on your calendar, remembers prior conversations with each contact, and writes everything back to the CRM. You stay in control: automations are created paused and campaigns as drafts, so nothing runs until you approve it, and money actions always ask first.

An agentic CRM is a CRM where the AI does the work rather than just storing the records. A traditional CRM holds contacts, deals, and notes and waits for a person to act on them. Lead Friendly keeps all of that — contacts, pipeline and deal stages, a unified inbox across voice, SMS, and email — but the AI agent also makes and takes the calls, qualifies and books, runs the follow-up automations, and updates the contact timeline itself. It builds itself from your website on day one and proposes the operation to run, so you review and approve instead of configuring from a blank slate.

Lead Friendly is an agentic AI platform with a full CRM and voice built in — one subscription that replaces a CRM, a calendar tool, a voice AI API, and a telephony account. The platform bundles contacts, pipeline and deal stages, automation workflows, calendar booking (Google Calendar, Outlook, and Cal.com), a unified inbox, and AI voice agents that answer inbound calls, run consented outbound, qualify leads, and book meetings while still on the call. Telephony is included through Telnyx: buy 10DLC-registered, Hiya-registered phone numbers inside the dashboard or bring your own. Compliance is enforced at the platform layer rather than left to your team — the FCC-required AI-voice disclosure is injected into every agent prompt, internal do-not-call and opt-out lists are checked before every dial, TCPA quiet hours are enforced automatically, and every gate decision is written to a tamper-evident audit log. Voice responses land in under two seconds over a LiveKit SIP pipeline.

Retell, Vapi, and Bland are developer voice APIs — building blocks you assemble into a product. You still need to bring a CRM, a scheduler, a telephony carrier, and your own TCPA compliance layer, then write and maintain the glue code that connects them. Lead Friendly is the assembled product: CRM, pipeline, calendar booking, AI voice agents, telephony, and platform-enforced TCPA + FCC AI-voice compliance already wired together. You write a prompt, pick a phone number, and dial — no engineering project. The practical difference shows up in total cost and time: a typical DIY stack (voice API plus Twilio plus a CRM plus a scheduler) runs $112+/month across four vendors before any compliance tooling, while Lead Friendly starts at $49/month and is taking calls the same afternoon. Full feature-by-feature breakdowns: /vs/retell, /vs/vapi, and /vs/bland.

No. Telephony is bundled through Telnyx and managed entirely inside Lead Friendly — there is no Twilio account, no SIP trunk configuration, and no per-carrier paperwork to handle yourself. You can buy local phone numbers directly in the dashboard for $3/month each; every number purchased in-platform is automatically 10DLC-registered for US SMS deliverability, E911-provisioned, and registered with Hiya caller-ID so your calls are less likely to display as spam. Porting is also supported: bring numbers you already own into Telnyx and they keep the same E911 and caller-ID treatment as new purchases. Calling works in 100+ countries on Telnyx coverage. If you are weighing the bundled approach against building on Twilio directly — per-minute fees, A2P 10DLC registration time, and the engineering required to wire it all up — the full buy-vs-build cost breakdown is at /vs/twilio.

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.

Setup is AI-guided. After you sign up you land in the setup wizard: paste your website and the AI classifies your industry, builds the agent, and auto-fills its knowledge from your site — no blank forms. You then hear the agent on a live test call from the browser (no phone number, no minute cost), tweak anything that needs tweaking, and move on to going live. Prefer to do it by hand? Manual setup is always available as a fallback in the agent builder.

No. The wizard does the heavy lifting — the AI builds your agent from your website, then proposes the automations and campaigns that fit your industry. They arrive switched off (automations paused, campaigns in draft) so nothing runs without you; you just review the cards and one-click activate the ones you want. You stay in control and confirm each step — you never have to wire it all together yourself.

Not up front. You can build your agent, hear it on a live test call, and explore the whole product without any identity check. Verification (KYC) is asked once, at the "get your number & go live" step — verify your business identity a single time and then you can buy as many numbers as you want. Business details (legal name, EIN, address) can be auto-filled by uploading your IRS CP-575 letter, so there's almost nothing to type.

10DLC is the US carrier registration that makes business texting deliverable instead of getting filtered. Lead Friendly prefills the registration from the business info you already verified at go-live and drafts the campaign description and sample messages for you — you just review and submit. Once it's registered, your verified numbers can send SMS from the CRM and your AI agent. Questions about a registration? Email hello@leadfriendly.com.

The wizard walks you through it in value-first order: build your agent (paste your website), hear it on a live test call, review and activate the AI-proposed automations and campaigns for your industry, choose a plan, set up any industry-specific extras (a calendar connection, for example, only shows up when your industry needs it), then verify your business identity once and get your number to go live. You can stop after the test call to evaluate — identity, payment, and a number are only needed when you're ready for real calls.

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.

It answers your phone 24/7 in a natural voice and handles broker check calls (location, ETA, status, reefer setpoint), captures load offers with the rate and details, logs driver check-ins, and emails a summary after every call. It speaks freight fluently — all-in vs. linehaul, deadhead, detention, TONU, drop-and-hook, MC/DOT, appointments.

No. It covers the repetitive check calls and after-hours phone so your team focuses on booking and problem-solving. Every commitment still goes through a person — the agent never books or accepts a load on its own.

The agent is upfront that it's an assistant. What brokers care about is a fast, accurate answer on the load — and that's what they get, any time of day.

No. It only states what your system actually knows, and every position carries a freshness stamp. If a position is hours old it says so; if it has none, it offers to have the driver confirm and call back rather than guess. ETAs are given as estimates.

Live means it was pulled automatically from the truck's ELD a few minutes ago. Driver-reported means a driver called in with their location. Last-reported is the most recent position on file, not live. The agent always says which one it's giving and how old it is.

Connect the truck's existing ELD (electronic logging device) with a read-only API token. Positions then refresh automatically in the background and the agent reports them as live. No live connection is required to start — it falls back to driver-reported and last-reported positions.

Samsara and Motive today, connected directly with a read-only API token you generate in your own ELD account. More providers can be added on request.

No. It uses the ELD already in your trucks for compliance — the connection just reads location (and drive-time) from it.

Yes. You generate a read-only token, it's validated, and stored encrypted — never shown again or exposed to the browser. Only vehicle location and drive-time are read. You can disconnect anytime, or revoke the token in your ELD dashboard.

Open your dispatch agent, go to the Live Tracking (ELD) section, pick your provider, and paste a read-only API token (Samsara: Settings → API Tokens; Motive: Admin → API Keys). Then map each ELD vehicle to a truck from the dropdown.

There's no separate charge to connect your ELD — you're using API access included with the ELD subscription you already pay for.

The agent still works. It uses driver-reported positions (a driver calls in and the agent logs it) plus whatever was last entered. You can turn on live tracking later with no other changes.

Where your ELD exposes hours-of-service, the agent can give an approximate drive-time remaining — useful for 'will they make the appointment?' If it isn't available, the agent simply doesn't mention it.

Inside the dispatch agent's settings, under Fleet — Trucks. Add each truck once, then assign a truck to a load so the agent can report that load's current position. There's no separate trucks menu — fleet management lives with the dispatch agent.

You enter them (lane, rate, equipment, appointment), or the agent captures them from a broker's offer call. The agent reports details only for a load it can actually find — it never invents one.

Live updates stop and the stored token is deleted. Trucks keep their last known position and the agent falls back to driver-reported / last-reported — nothing breaks.

The token is wrong, expired, or lacks read scope. Generate a fresh read-only token in your ELD dashboard and paste it again. If a truck still shows no position, make sure its ELD vehicle is mapped and a load is assigned to it.

Solo is free: a 7-day trial with 30 AI voice minutes and no credit card required. Paid plans: Starter at $49/month includes 150 AI voice minutes plus 250 SMS, 1 seat, and HubSpot integration. Pro at $99/month includes 400 minutes plus 750 SMS, 5 seats, unlimited automations, Salesforce integration, web lead capture, and auto-dial. Agency at $199/month includes 600 minutes plus 1,250 SMS, sub-accounts, reseller mode, and an optional white-label add-on ($99/month) for your own domain and branding. Every paid plan includes the full CRM, AI voice agents, recordings, transcripts, AI summaries, and TCPA + FCC compliance — tiers differ on minutes, seats, and agency features, not core product. Minutes beyond your bundle draw from a prepaid wallet at $0.15/min (Starter), $0.15/min (Pro), or $0.12/min (Agency). Annual billing is about 20% cheaper on every paid tier. Current pricing always 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 AI voice minutes) is for evaluating the platform — full CRM, one user, three automations, in-browser test calls. Starter ($49/month, 150 minutes) fits solo founders and one-person sales motions: up to 3 team members, 5 automations, and HubSpot integration. Pro ($99/month, 400 minutes) is the most common production plan: unlimited team members and automations, Salesforce integration, web lead capture with auto-dial, and priority support. Agency ($199/month, 600 minutes) adds sub-account management, reseller mode, and the optional white-label add-on so you can sell the platform under your own brand and domain to your own clients at your own prices. The core product — CRM, AI agents, recordings, transcripts, compliance — is identical on every paid tier; you are choosing minutes, seats, and whether you need the agency tooling.

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's February 2024 declaratory ruling, which treats AI-generated voices as artificial or prerecorded under the TCPA. In practice that means four enforced layers. First, an AI disclosure is auto-injected into every agent prompt, and the agent must confirm it is an AI assistant if asked — it cannot deny it. Second, prior express written consent (PEWC) status, internal do-not-call lists, opt-out records, and per-contact cooldowns are checked before every outbound dial. Third, federal quiet hours (8 a.m.–9 p.m. in the recipient's local time zone) are enforced automatically using the contact's timezone, not yours. Fourth, every gate decision — allowed or blocked, with the reason — is written to a tamper-evident audit log you can export for counsel. These gates are not settings a teammate can switch off. You remain responsible for scrubbing uploaded lists against federal and state DNC registries and attesting 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 ($199/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 /business?tab=legal 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 /business?tab=legal → 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 /business?tab=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.