When you call our phone support line, you'll have the option to talk to Dot, our support team's AI Voice Agent. It can resolve many requests right on the call, and it works best when it knows exactly what you want. These tips will help you get answers in less time.

The short version

Speak in full sentences, as if talking to a person.
Say exactly what you want to do.
Answer questions directly. The agent asks clarifying questions so it can give you the right answer.

Start with a clear first sentence

After the agent greets you and asks how it can help, your first sentence sets the direction for the whole call. Try this formula:

"I want to [do this action] so that [I can get this result]."

If something is broken:

"I was trying to [this action], and [this happened]."

For how-to questions, use the same approach: "How do I..." or "How does [this feature] work?"

Instead of saying... say this

Instead of saying...	Say this
"Payments."	"I want payments to post to the ledger automatically."
"Payments aren't working."	"A payment I received on [date] did not post to the ledger, and I need to know why."
"I need help with my account."	"I want to add a new user to my account and give them access to reporting."
"Billing question."	"I was charged twice this month and I want to understand why."
"Can't log in."	"I'm trying to log in with my email address, and I keep getting a message that says my password is incorrect."
"Payment method."	"I want to change the credit card I use to pay for Dental Intelligence."
"Reports."	"I want to export the data from the new patients metric on the performance board."

Each example tells the agent what you want to do and, when possible, what's happening now. That's all it needs to start helping right away.

Talk to it like a human

You don't need computer language, keywords, or short commands. Speak naturally, the same way you'd explain your problem to a helpful support representative.

Do:

Use complete sentences.
Explain what you're trying to accomplish and why.
Speak at a normal pace, clearly and not rushed.
Use "I" statements: "I want to...", "I'm trying to...", "I need to...", "How do I..."

Don't:

Say a single word and wait ("Payments." "Billing." "Login.").
Use vague phrases like "it's not working" or "I have an issue."

Details to include

The more of these you share in your first or second sentence, the faster your call will go. Think about which apply to your situation:

What you're trying to do (the goal)
What product you're using (Engagement, Analytics, Unified Dashboard)
What's happening instead (the problem, if there is one)
Any error message, read as closely as you can
When it started ("since this morning," "since the last update," "ever since I changed my settings")
What you've already tried ("I've already restarted and logged out and back in")
Which part of the product you're in (the page, tab, or feature name)

Example of a strong opening:

"I am using Engagement and want payments to post to the ledger automatically. Right now, I have to enter each one by hand after it's received, and I'd like for payments to post on their own."

Example of a strong opening for a how-to question:

"I am using Online Scheduling and I want to know how to set up a provider to take appointments online."

Answering the agent's follow-up questions

The agent may ask clarifying questions, such as which account you're calling about, whether you're an admin, or which payment method is involved. These help it give an accurate answer.

Answer the question that was asked, then add anything else you think is relevant.
Use full answers. "Yes, I'm the account admin" works better than "Yeah."
If you don't know, just say so. "I'm not sure, but I think it was last Tuesday" is more useful than silence.
Don't change topics mid-call. Finish one request before starting another. You can say, "I have one more question when we're done."
Be patient with pauses. The agent may take a moment to look up information or think through your request. A brief pause doesn't mean it can't hear you.

If the agent misunderstands you

It happens occasionally. Here's how to get back on track quickly:

Say it again in different words. Rephrase your request as a full sentence, for example: "That's not quite what I meant. I want to..."
Correct it directly. "No, I'm not asking about refunds. I'm asking about how payments get posted to the ledger."
Break it into steps. If your request is complicated, say, "Let me start with the first part."
Confirm when it gets it right. A quick "Yes, that's correct" helps the agent move forward confidently.

Need a person instead?

Some situations are best handled by our support team. If your issue is sensitive, complex, or the agent isn't resolving it, just say it plainly:

"I'd like to speak with a human."

Frequently asked questions

Do I need to use special words or commands?

No. Speak naturally. Full, plain-language sentences work best.

Is it okay to explain my situation in detail?

Yes. Detail helps, as long as you stay on one topic at a time. Lead with your main goal, then add context.

What if I'm not sure what to call the feature I need?

Describe what you want to happen instead. For example, "I want payments to post to the ledger automatically" works even if you don't know the setting's name.

Can I interrupt the agent?

You can, but it's usually best to let it finish its question or sentence so it hears your full answer.

What if I have more than one question?

Start with the most important one. Once it's resolved, tell the agent you have another question.

Other options

If you'd rather not call, you can reach us through chat and email. For the fastest phone support, remember: be clear, be specific, and talk to the agent like you'd talk to a person.

How to Talk to Dot, Our AI Voice Support Agent