Help Center
Current operational guidance for configuring, running, and reviewing Kelvia
Transfers only go to verified people, departments, or PBX targets.
Kelvia can route a caller to sales, support, reception, a named staff member, or an internal PBX extension, but transfer targets are treated as controlled directory entries rather than free-form phone numbers.
Directory verification
Staff and department destinations must have a verified transfer target before the AI can offer them. Editing the destination clears verification.
PSTN fraud checks
Cloud phone transfers are classified against the tenant's verified country rules. Premium-rate, shared-cost, toll-free, special-service, international, satellite, unknown-cost, and cross-country targets are blocked.
SIP/PBX extensions
Enterprise SIP mode skips PSTN rate classification because the PBX owns the downstream route, but verified internal targets such as 211 or reception are still required.
Start & launch
The minimum path from a new workspace to a working AI front desk.
Agents, prompts & tools
Where to control what the assistant says, which tools it can use, and how each entry point behaves.
Voice, phone & SIP
How calls enter Kelvia and how phone transfers stay controlled.
Chat channels & webchat
Two-way customer conversations across WhatsApp, Telegram, webchat, and supported chat entry points.
Daily operations
Where teams review live work, routed requests, calls, and customer conversations.
Bookings, scheduling & intake
Appointments, reservations, availability, forms, and customer-submitted data.
Knowledge, services & customer data
The source material the assistant uses and the records it creates after interactions.
Messages, campaigns & reputation
Customer follow-up after bookings, lead capture, campaigns, and review workflows.
Team, roles & handoff safety
User access, staff directory records, alert contacts, and transfer protection.
Integrations, API & audit
CRM, calendars, API keys, audit logs, and developer-safe access.
Billing, plans & credits
Credit pools, engine ratios, top-ups, and plan-gated product areas.
Partners, admin & enterprise
Partner workspaces, platform operations, presets, safety rules, and enterprise rollout areas.
Privacy, credentials & data controls
How Kelvia separates secrets, consent, customer records, and legal requests.
Analytics & reporting
Where to read outcomes, usage, conversion, and operational trends.
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