[{"data":1,"prerenderedAt":1501},["ShallowReactive",2],{"docs_en-list":3,"docs_en-support":1374},[4,179,395,514,703,876,1016,1180],{"id":5,"title":6,"body":7,"date":166,"description":167,"extension":168,"meta":169,"navigation":170,"order":171,"path":172,"section":173,"seo":174,"stem":175,"translationKey":176,"updated":177,"__hash__":178},"docs_en\u002Fdocs\u002Fgetting-started.md","Getting Started with Loomira",{"type":8,"value":9,"toc":156},"minimark",[10,14,17,22,25,29,43,46,50,53,79,87,91,98,101,105,112,116,119,148],[11,12,13],"p",{},"From sign-up to your first answered call, there are five steps: create an account, choose a plan, set up your assistant, connect a phone number, activate. This article walks you through them in order, linking to the relevant detail article at each stage.",[11,15,16],{},"Loomira is an AI phone assistant for small and medium-sized businesses that answers incoming calls, answers questions from your knowledge base, books appointments, and then keeps you informed with a transcript — operated and hosted in the EU.",[18,19,21],"h2",{"id":20},"_1-create-an-account","1. Create an account",[11,23,24],{},"Sign-up is open to any business — no invite code required. You confirm your email address with a one-time code; a workspace for your business is then created automatically. The workspace bundles everything that belongs to your account: assistants, phone numbers, knowledge sources, call log, and billing.",[18,26,28],{"id":27},"_2-choose-a-plan","2. Choose a plan",[11,30,31,32,37,38,42],{},"To answer calls, you need an active plan (Starter, Pro, or Scale — billed monthly or annually). There's no free trial; instead, a risk-free start is covered by a 14-day money-back guarantee if you don't use the service. How billing works in detail — included minutes, the prepaid balance for overage, cancellation — is covered in ",[33,34,36],"a",{"href":35},"\u002Fdocs\u002Fbilling","Billing & Plans","; current prices are on the ",[33,39,41],{"href":40},"\u002Fpricing","pricing page",".",[11,44,45],{},"You can also put off this step: you can set up and configure your assistant without a plan — only activation (step 5) requires one.",[18,47,49],{"id":48},"_3-set-up-your-assistant","3. Set up your assistant",[11,51,52],{},"For a new workspace, a short setup wizard walks you through the key details:",[54,55,56,65,72],"ul",{},[57,58,59,60,64],"li",{},"your assistant's ",[61,62,63],"strong",{},"name and language",",",[57,66,67,68,71],{},"optional ",[61,69,70],{},"instructions"," (for example, specifics of how your business runs), and",[57,73,74,75,78],{},"your ",[61,76,77],{},"business hours",", so the assistant knows when it counts as \"on duty.\"",[11,80,81,82,86],{},"That creates a ready-to-use draft. You make all further fine-tuning — persona, greeting and AI disclosure, additional languages, routing, knowledge base, and more — afterward in the full editor (see ",[33,83,85],{"href":84},"\u002Fdocs\u002Fconfigure-assistant","Configure Your Assistant",").",[18,88,90],{"id":89},"_4-connect-a-phone-number","4. Connect a phone number",[11,92,93,94,42],{},"For calls to actually reach your assistant, it needs a phone number. On the \"Phone numbers\" page in the portal, you can order a new number yourself (Germany and Austria), import a number you already own, or connect your own phone system via SIP — details under ",[33,95,97],{"href":96},"\u002Fdocs\u002Fphone-numbers","Phone Numbers",[11,99,100],{},"Alternatively, or in addition, your assistant also works without any phone number at all: through the website widget, visitors to your website can talk to it directly in the browser.",[18,102,104],{"id":103},"_5-activate-and-test-your-assistant","5. Activate and test your assistant",[11,106,107,108,111],{},"Once the required fields are complete, you activate the assistant in the editor — from that moment on, it answers incoming calls. This requires an active plan; without one, the portal takes you to plan selection. Before the first real call, we recommend a ",[61,109,110],{},"test call"," right from the editor: you talk to your activated assistant in the browser and hear exactly what callers hear — including the greeting and AI disclosure.",[18,113,115],{"id":114},"whats-next","What's next",[11,117,118],{},"An activated assistant is a starting point, not an endpoint. Recommended next steps:",[54,120,121,129,132,140],{},[57,122,123,124,128],{},"Add content to a ",[33,125,127],{"href":126},"\u002Fdocs\u002Fknowledge-base","knowledge base"," so the assistant can answer questions about what you offer.",[57,130,131],{},"Create additional assistants if needed — for example, one per location or task, each with its own phone number, business hours, and knowledge.",[57,133,134,135,139],{},"Check how you receive ",[33,136,138],{"href":137},"\u002Fdocs\u002Ftranscripts-messages","transcripts and messages"," after a call — for example, as a full transcript by email.",[57,141,142,143,147],{},"Read our notes on ",[33,144,146],{"href":145},"\u002Fdocs\u002Fprivacy","privacy"," — especially on retaining call data and the privacy notice for your callers.",[11,149,150,151,155],{},"If you have questions along the way, the ",[33,152,154],{"href":153},"\u002Fdocs\u002Fsupport","support page"," can help.",{"title":157,"searchDepth":158,"depth":158,"links":159},"",2,[160,161,162,163,164,165],{"id":20,"depth":158,"text":21},{"id":27,"depth":158,"text":28},{"id":48,"depth":158,"text":49},{"id":89,"depth":158,"text":90},{"id":103,"depth":158,"text":104},{"id":114,"depth":158,"text":115},"2026-09-26","From sign-up to your first active assistant — the key steps at a glance.","md",{},true,"1","\u002Fdocs\u002Fgetting-started","Getting Started",{"title":6,"description":167},"docs\u002Fgetting-started","erste-schritte",null,"rj791WolQwqCSEkllJoz-bP-IDiz78emog2Hj1p2PL8",{"id":180,"title":85,"body":181,"date":166,"description":387,"extension":168,"meta":388,"navigation":170,"order":389,"path":84,"section":390,"seo":391,"stem":392,"translationKey":393,"updated":177,"__hash__":394},"docs_en\u002Fdocs\u002Fconfigure-assistant.md",{"type":8,"value":182,"toc":378},[183,194,197,201,224,231,237,241,248,251,258,262,265,282,286,308,312,345,349,358,368,372],[11,184,185,186,189,190,193],{},"The assistant editor brings together everything that determines how your phone assistant behaves. It's split into two tabs: ",[61,187,188],{},"\"Behaviour\""," (how the assistant talks and what it knows) and ",[61,191,192],{},"\"Technical\""," (availability, routing, delivery, security). This article describes the sections in that order.",[11,195,196],{},"The assistant editor is the central configuration surface for a Loomira assistant: every setting — from the persona to number blocking — is maintained there, and only takes effect on new calls after you save.",[18,198,200],{"id":199},"persona-instructions-and-languages","Persona, Instructions, and Languages",[11,202,203,204,207,208,211,212,215,216,219,220,223],{},"Under ",[61,205,206],{},"\"Persona\"",", you set how the assistant introduces itself on the phone: its ",[61,209,210],{},"name",", a ",[61,213,214],{},"role description"," (e.g., \"Front desk\" or \"Appointment booking\"), the ",[61,217,218],{},"tone",", and the grammatical ",[61,221,222],{},"form of address",". These settings feed into the system prompt — they aren't just a display name, they actually shape how responses are phrased.",[11,225,226,227,230],{},"In the ",[61,228,229],{},"\"Instructions\""," field, you enter free text that the assistant takes into account on every call — for example, industry-specific details, things it must never promise, or how to handle certain requests. The editor shows a preview of the last saved, actually assembled prompt, so you can see how your instructions play out together with the other settings.",[11,232,203,233,236],{},[61,234,235],{},"\"Languages\"",", you enable which languages the assistant speaks — German, English, French, Italian, Dutch, and Spanish are available — and set the default language it opens conversations in. The default language must itself be enabled, so its toggle is locked.",[18,238,240],{"id":239},"greeting-ai-disclosure","Greeting & AI Disclosure",[11,242,243,244,247],{},"The greeting and the AI disclosure are managed together, because both merge into ",[61,245,246],{},"one"," spoken opening at the start of every call. A live preview in the section shows, word for word, what callers will hear in the default language — making it easy to spot, for instance, if a custom greeting duplicates the disclosure.",[11,249,250],{},"The disclosure is on by default: at the start of the call, callers learn that they're speaking with an AI system — as required by Article 50 of the EU AI Act. This isn't a cosmetic setting but a legal obligation for automated voice interaction with consumers, which is why we turn it on by default.",[11,252,253,254,257],{},"You can turn off the automatic announcement, but doing so is deliberately given a hurdle: you must explicitly confirm ",[61,255,256],{},"how"," you ensure disclosure instead (for example, via an announcement before the call, on your website, or in your terms), and that statement is logged with your name. Without such confirmation, the disclosure stays on.",[18,259,261],{"id":260},"what-does-the-assistant-know-faq-and-knowledge-sources","What Does the Assistant Know? FAQ and Knowledge Sources",[11,263,264],{},"Two sections give the assistant factual knowledge:",[54,266,267,273],{},[57,268,269,272],{},[61,270,271],{},"\"FAQ\""," — short question-and-answer entries (title + content, up to 50 per assistant), ideal for the ten things people ask on the phone again and again.",[57,274,275,278,279,42],{},[61,276,277],{},"\"Knowledge\""," — here you attach your workspace's knowledge sources (text, PDFs, websites) to the assistant, up to 20 per assistant. You manage the sources themselves centrally; details and plan limits are under ",[33,280,281],{"href":126},"Knowledge Base",[18,283,285],{"id":284},"availability-and-routing","Availability and Routing",[11,287,203,288,291,292,295,296,299,300,303,304,307],{},[61,289,290],{},"\"Availability\"",", you maintain one or more time ranges per weekday (up to eight per day), along with a timezone; a day with no time range counts as closed. Under ",[61,293,294],{},"\"Routing\"",", you decide what happens after hours — ",[61,297,298],{},"take a voicemail",", ",[61,301,302],{},"announce hours",", or ",[61,305,306],{},"transfer the call"," to a number of your choice — and what the assistant does on an unrecoverable error: apologize and end the call, or also transfer.",[18,309,311],{"id":310},"delivery-integrations-and-website-widget","Delivery, Integrations, and Website Widget",[54,313,314,323,329,335],{},[57,315,316,319,320,86],{},[61,317,318],{},"\"Email\"",": Enter an address that receives a full transcript after every call — your own inbox, never the caller's. Leaving it blank turns off transcript emails (see ",[33,321,322],{"href":137},"Transcripts & Messages",[57,324,325,328],{},[61,326,327],{},"\"Integrations\"",": Per assistant, you turn on which connected tools it uses after a call — for example, a short call summary posted to your Slack channel, or logging to your HubSpot CRM. Providers themselves are connected centrally on the portal's integrations page.",[57,330,331,334],{},[61,332,333],{},"\"Website widget\"",": A code snippet for your website that lets visitors talk to the assistant directly in the browser — no phone number needed at all. For security, you explicitly list the allowed website addresses (origins).",[57,336,337,340,341,344],{},[61,338,339],{},"\"Webhooks\""," and ",[61,342,343],{},"\"Tools\""," are aimed at technical users: signed events sent to your own systems, and connecting your own tools (e.g., MCP servers).",[18,346,348],{"id":347},"recording-spam-security","Recording, Spam & Security",[11,350,351,354,355,42],{},[61,352,353],{},"Call recording"," is off by default — the transcript is created independently of it. If you turn it on, you must inform callers (an automatic announcement can be enabled) and ensure its data-protection lawfulness yourself; more on this under ",[33,356,357],{"href":145},"Privacy",[11,359,203,360,363,364,367],{},[61,361,362],{},"\"Spam & security\"",", you block individual phone numbers (calls are declined before they reach the assistant) and can optionally set a ",[61,365,366],{},"usage limit"," — a cap on calls or minutes per day or month that limits abuse and cost spikes.",[18,369,371],{"id":370},"saving-changes-activating-testing","Saving Changes, Activating, Testing",[11,373,374,375,377],{},"Changes only take effect after saving; as long as a draft is unsaved, your assistant answers calls with the last saved version, and the editor warns you before leaving if you have unsaved changes. Required fields and conflicts are shown directly at the relevant section via a checklist. Activated assistants can be tried out with a ",[61,376,110],{}," in the browser — you hear exactly the opening that real callers hear.",{"title":157,"searchDepth":158,"depth":158,"links":379},[380,381,382,383,384,385,386],{"id":199,"depth":158,"text":200},{"id":239,"depth":158,"text":240},{"id":260,"depth":158,"text":261},{"id":284,"depth":158,"text":285},{"id":310,"depth":158,"text":311},{"id":347,"depth":158,"text":348},{"id":370,"depth":158,"text":371},"Personality, custom instructions, greeting, and the AI disclosure required under Article 50 of the EU AI Act.",{},"2","Set Up Your Assistant",{"title":85,"description":387},"docs\u002Fconfigure-assistant","assistent-konfigurieren","P4k__pi72Vc5a4blV1g396j_FFkfd-gerAOM9lBlUQs",{"id":396,"title":97,"body":397,"date":166,"description":507,"extension":168,"meta":508,"navigation":170,"order":509,"path":96,"section":390,"seo":510,"stem":511,"translationKey":512,"updated":177,"__hash__":513},"docs_en\u002Fdocs\u002Fphone-numbers.md",{"type":8,"value":398,"toc":500},[399,406,409,413,427,431,434,454,463,467,475,478,482,489,493],[11,400,401,402,405],{},"For your assistant to answer calls, it needs a phone number routed to it. On the ",[61,403,404],{},"\"Phone numbers\""," page in the portal, you handle this yourself: order a number, import a number you already own, or connect your own phone system via SIP — and assign each number to an assistant.",[11,407,408],{},"A Loomira phone number is an ordinary telephone number that is technically routed to Loomira's voice infrastructure, where it's assigned to exactly one assistant; callers dial it like any other number, with no special technology on their end.",[18,410,412],{"id":411},"which-countries-are-phone-numbers-available-in","Which Countries Are Phone Numbers Available In?",[11,414,415,416,340,419,422,423,426],{},"At launch, Loomira supports phone numbers from ",[61,417,418],{},"Germany (+49)",[61,420,421],{},"Austria (+43)",". Other countries aren't ruled out, but aren't part of the offering yet — reach out via ",[33,424,425],{"href":153},"Support"," if you need a different country code.",[18,428,430],{"id":429},"how-do-i-get-a-phone-number","How Do I Get a Phone Number?",[11,432,433],{},"Three options are available on the phone numbers page:",[54,435,436,442,448],{},[57,437,438,441],{},[61,439,440],{},"Order a number"," — you choose the country and optionally an area code, search the available numbers, and order one directly from the portal.",[57,443,444,447],{},[61,445,446],{},"Import a number"," — a number already provisioned for your Loomira account (for example, through Support) is connected to your workspace without a new order.",[57,449,450,453],{},[61,451,452],{},"Connect your own phone system (SIP trunk)"," — you keep your existing phone carrier and forward calls to Loomira via SIP. The portal shows you the destination address (origination URI) your carrier needs to point at; the connection is secured with credentials (SIP digest authentication) or an IP allow-list — Loomira rejects an unsecured connection.",[11,455,456,459,460,462],{},[61,457,458],{},"Porting"," an existing number to Loomira isn't a self-service step yet — reach out to ",[33,461,425],{"href":153}," for that.",[18,464,466],{"id":465},"how-is-a-number-connected-to-an-assistant","How Is a Number Connected to an Assistant?",[11,468,469,470,472,473,86],{},"Every phone number is assigned to exactly ",[61,471,246],{}," assistant — you choose the assignment directly in the number list. When someone calls the number, the call goes to that assistant, including its individual configuration (language, availability, knowledge base, routing rules — see ",[33,474,85],{"href":84},[11,476,477],{},"Conversely, an assistant can serve several phone numbers at once — for example, one number per location or marketing channel, all reaching the same assistant. You release numbers you no longer need from the same page.",[18,479,481],{"id":480},"how-does-this-work-technically-sip-basics","How Does This Work Technically? (SIP Basics)",[11,483,484,485,488],{},"Technically, incoming calls arrive via ",[61,486,487],{},"SIP"," (Session Initiation Protocol) at our telephony provider and are forwarded from there to our voice infrastructure, which hands the call off to your assistant. Nothing changes for callers: they dial a normal phone number, with no SIP hardware or software of their own. The SIP connection is purely the technology that gets calls to the AI voice processing reliably and with low latency. Only if you connect your own phone system (the third option above) do you actively deal with SIP — and even then it's limited to a single entry with your own carrier.",[18,490,492],{"id":491},"does-it-work-without-a-phone-number","Does It Work Without a Phone Number?",[11,494,495,496,499],{},"Yes. Through the ",[61,497,498],{},"website widget",", visitors to your website talk to your assistant directly in the browser — no phone number or phone system needed. You set up the widget in the assistant editor; it's also a good way to try out an assistant before ordering a number.",{"title":157,"searchDepth":158,"depth":158,"links":501},[502,503,504,505,506],{"id":411,"depth":158,"text":412},{"id":429,"depth":158,"text":430},{"id":465,"depth":158,"text":466},{"id":480,"depth":158,"text":481},{"id":491,"depth":158,"text":492},"Order, import, or connect phone numbers via SIP, assign them to assistants, and the SIP basics behind it.",{},"3",{"title":97,"description":507},"docs\u002Fphone-numbers","telefonnummern","vIc01jZJ69V5c_kcIOgtRcHjZ8rDAyWaKj9SQwScgUU",{"id":515,"title":281,"body":516,"date":166,"description":696,"extension":168,"meta":697,"navigation":170,"order":698,"path":126,"section":390,"seo":699,"stem":700,"translationKey":701,"updated":177,"__hash__":702},"docs_en\u002Fdocs\u002Fknowledge-base.md",{"type":8,"value":517,"toc":689},[518,525,528,532,552,556,570,577,581,584,651,659,663,666,670],[11,519,520,521,524],{},"The knowledge base gives your assistant answers to questions about what you offer that go beyond simple appointment booking — for example, opening hours, price lists, or service descriptions. It consists of individual ",[61,522,523],{},"sources",", which you manage centrally on the \"Knowledge base\" page in the portal and then attach to individual assistants in the assistant editor.",[11,526,527],{},"A knowledge source is a single piece of content — a text, a PDF file, or a website — that Loomira breaks down into searchable chunks, so the assistant can draw verifiable, word-for-word answers from it during a call.",[18,529,531],{"id":530},"which-source-types-are-supported","Which Source Types Are Supported?",[54,533,534,540,546],{},[57,535,536,539],{},[61,537,538],{},"Text"," — free text you type or paste directly, ideal for short, frequently used information and FAQ-style content.",[57,541,542,545],{},[61,543,544],{},"PDF"," — uploaded PDF documents, such as service catalogs or brochures. Encrypted PDFs and pure image scans without a text layer can't be read.",[57,547,548,551],{},[61,549,550],{},"Website"," — a URL whose pages Loomira fetches itself; the assistant draws on the content of the linked subpages.",[18,553,555],{"id":554},"how-does-processing-work","How Does Processing Work?",[11,557,558,559,562,563,562,566,569],{},"After you add a source, it goes through automatic processing, and its state is shown in the source list: ",[61,560,561],{},"Queued"," → ",[61,564,565],{},"Processing",[61,567,568],{},"Synced",". During this, the content is split into chunks and indexed; in a source's detail view, you can see the indexed chunks and check what the assistant has actually \"read.\"",[11,571,572,573,576],{},"If the content changes — typical for website sources — you trigger a fresh sync via ",[61,574,575],{},"\"Resync.\""," If Loomira can't process a source — for example an image-only PDF without a text layer — the source list names the specific reason, so you can replace that source directly.",[18,578,580],{"id":579},"what-capacity-limits-apply-per-plan","What Capacity Limits Apply per Plan?",[11,582,583],{},"To keep processing and answer quality predictable, each plan sets a cap on the number of sources in the workspace, the amount of text per source, and the number of subpages followed when crawling a website source:",[585,586,587,606],"table",{},[588,589,590],"thead",{},[591,592,593,597,600,603],"tr",{},[594,595,596],"th",{},"Plan",[594,598,599],{},"Sources",[594,601,602],{},"Chunks per source",[594,604,605],{},"Pages per website source",[607,608,609,624,638],"tbody",{},[591,610,611,615,618,621],{},[612,613,614],"td",{},"Starter",[612,616,617],{},"5",[612,619,620],{},"300",[612,622,623],{},"10",[591,625,626,629,632,635],{},[612,627,628],{},"Pro",[612,630,631],{},"20",[612,633,634],{},"1,000",[612,636,637],{},"30",[591,639,640,643,646,649],{},[612,641,642],{},"Scale",[612,644,645],{},"100",[612,647,648],{},"3,000",[612,650,645],{},[11,652,653,654,656,657,42],{},"On the Enterprise plan, capacities are agreed individually. If a limit is exceeded, Loomira rejects the additional source when you try to add it, rather than silently truncating it — so you always find out when upgrading to a bigger plan would make sense. If a single source is too large, splitting it into several smaller sources often already helps. Details on the plans themselves are on the ",[33,655,41],{"href":40}," and in ",[33,658,36],{"href":35},[18,660,662],{"id":661},"how-does-an-assistant-use-the-sources","How Does an Assistant Use the Sources?",[11,664,665],{},"Sources live at the workspace level; which assistant uses which source is decided in the assistant editor's \"Knowledge\" section — up to 20 sources per assistant. This lets several assistants share the same price list, while location-specific content stays attached to just one assistant. You can attach sources that are still processing; they take effect once processing finishes. When you delete a source, every assistant using it loses access to it.",[18,667,669],{"id":668},"what-the-knowledge-base-doesnt-replace","What the Knowledge Base Doesn't Replace",[11,671,672,673,676,677,680,681,684,685,688],{},"The knowledge base complements the assistant's ",[33,674,675],{"href":84},"custom instructions",", but doesn't replace them: instructions control ",[61,678,679],{},"behavior"," (what the assistant should or shouldn't do), while the knowledge base supplies ",[61,682,683],{},"factual knowledge"," for specific questions. For the ten most common standard questions, there are also the more compact ",[61,686,687],{},"FAQ entries"," right in the editor — they're suited to short, fixed answers, while the knowledge base covers more extensive documents.",{"title":157,"searchDepth":158,"depth":158,"links":690},[691,692,693,694,695],{"id":530,"depth":158,"text":531},{"id":554,"depth":158,"text":555},{"id":579,"depth":158,"text":580},{"id":661,"depth":158,"text":662},{"id":668,"depth":158,"text":669},"Text, PDF, and website sources for your assistant — and the capacity limits per plan.",{},"4",{"title":281,"description":696},"docs\u002Fknowledge-base","wissensdatenbank","bfRqjTz5OibDD3lwAfRmjBf3sjUcFivM8hQNtamXwfg",{"id":704,"title":36,"body":705,"date":166,"description":869,"extension":168,"meta":870,"navigation":170,"order":617,"path":35,"section":871,"seo":872,"stem":873,"translationKey":874,"updated":177,"__hash__":875},"docs_en\u002Fdocs\u002Fbilling.md",{"type":8,"value":706,"toc":861},[707,724,727,731,737,751,761,765,775,779,794,803,807,818,825,829,834,838,844,858],[11,708,709,710,299,712,303,714,716,717,720,721,723],{},"Loomira is billed by subscription: you choose one of the ",[61,711,614],{},[61,713,628],{},[61,715,642],{}," plans (Enterprise on request), and each plan includes a monthly allowance of call minutes. Minutes beyond that allowance are deducted at ",[61,718,719],{},"€0.15 per minute"," from a prepaid balance you top up in advance. Current prices per plan are on the ",[33,722,41],{"href":40}," — this article explains the mechanism behind it.",[11,725,726],{},"A Loomira plan is a prepaid subscription with a fixed number of included minutes per month; overage isn't automatically charged to your payment method — it's deducted exclusively, at a fixed per-minute rate, from a prepaid balance that you top up yourself.",[18,728,730],{"id":729},"what-plans-are-available","What Plans Are Available?",[11,732,733,734,736],{},"All three plans include the same core features: phone and WhatsApp assistant, ",[33,735,127],{"href":126},", Cal.com appointment booking, transcript delivery, and EU data residency. They differ in two things:",[54,738,739,745],{},[57,740,741,744],{},[61,742,743],{},"Included minutes"," — how many call minutes per month are included in the flat price, and",[57,746,747,750],{},[61,748,749],{},"Knowledge base capacity"," — how many knowledge sources your workspace can create.",[11,752,753,754,756,757,760],{},"The developer API and webhooks are included from the ",[61,755,642],{}," plan up. ",[61,758,759],{},"Enterprise"," adds custom minute allowances, SSO, an SLA, and a dedicated account manager — terms on request.",[18,762,764],{"id":763},"pay-monthly-or-annually","Pay Monthly or Annually?",[11,766,767,768,770,771,774],{},"Both are possible. With annual billing, each plan has its own, lower monthly price; the annual invoice covers twelve of these months and comes in about 17% below the monthly plan — so you save roughly two months. Current amounts per plan are on the ",[33,769,41],{"href":40},". Either way, the minute allowance still resets monthly (see below). In both cases you pay in advance via Stripe; all prices are exclusive of VAT. You manage invoices and your payment method yourself at any time via ",[61,772,773],{},"\"Manage subscription\""," on the \"Billing & plans\" page in the portal — the button opens the Stripe customer portal.",[18,776,778],{"id":777},"is-there-a-free-trial","Is There a Free Trial?",[11,780,781,782,785,786,789,790,42],{},"No — instead, a ",[61,783,784],{},"voluntary money-back guarantee",": if you haven't used Loomira within ",[61,787,788],{},"14 days"," of your first payment (no billed call minutes), we refund the amount you paid in full. Once usage has started — that is, from the first billed call — a refund is excluded. The claim applies once per customer; the full terms are in § 4 of our ",[33,791,793],{"href":792},"\u002Flegal\u002Fterms","Terms",[11,795,796,797,800,801,42],{},"You can set up your assistant immediately after signing up; ",[61,798,799],{},"activation"," — that is, answering real calls — requires an active plan. The process is described in ",[33,802,173],{"href":172},[18,804,806],{"id":805},"what-happens-on-overage","What Happens on Overage?",[11,808,809,810,813,814,817],{},"Your plan's minute allowance resets monthly — even on the annual plan, whose allowance restarts every month rather than accumulating over the year. Once a month's included minutes are used up, your ",[61,811,812],{},"prepaid balance"," takes over: every further call minute is deducted from the balance at €0.15. Since an overage minute is therefore always more expensive than an included minute, it's worth switching to the next larger plan if you consistently go over. Top-ups come in fixed amounts — ",[61,815,816],{},"€5, €10, €25, or €50"," — and are credited after confirmed payment via Stripe.",[11,819,820,821,824],{},"If both your included minutes ",[61,822,823],{},"and"," your balance are used up, your assistant stops accepting new calls until you top up or switch to a larger plan. Nothing is ever automatically charged to your card — unexpected additional charges or debt are excluded. The portal warns you in good time when your balance is running low.",[18,826,828],{"id":827},"how-do-i-see-my-usage","How Do I See My Usage?",[11,830,831,832,86],{},"The dashboard in the portal shows the minutes used in the current billing period — measured from your actual calls — as well as your current balance. On the \"Billing & plans\" page, you also see your current plan, subscription status, and renewal date. You'll find individual calls with their duration and history in the call log (see ",[33,833,322],{"href":137},[18,835,837],{"id":836},"how-do-i-switch-plans-or-cancel","How Do I Switch Plans or Cancel?",[11,839,840,841,843],{},"Switching to a larger plan is possible at any time — via the plan cards in the portal or via \"Manage subscription.\" For cancellation, the following applies (§ 13 of the ",[33,842,793],{"href":792},"):",[54,845,846,852],{},[57,847,848,851],{},[61,849,850],{},"Monthly billing:"," cancellable with one month's notice to the end of the respective contract month.",[57,853,854,857],{},[61,855,856],{},"Annual billing:"," cancellable with one month's notice to the end of the respective contract year.",[11,859,860],{},"Cancellation can be submitted in text form, or directly through the cancellation feature in the Stripe customer portal.",{"title":157,"searchDepth":158,"depth":158,"links":862},[863,864,865,866,867,868],{"id":729,"depth":158,"text":730},{"id":763,"depth":158,"text":764},{"id":777,"depth":158,"text":778},{"id":805,"depth":158,"text":806},{"id":827,"depth":158,"text":828},{"id":836,"depth":158,"text":837},"Subscription plans with included minutes, overage billing from your prepaid balance, and the 14-day money-back guarantee.",{},"Billing & Messages",{"title":36,"description":869},"docs\u002Fbilling","abrechnung","Pi3KpPBfyhbB5qilttPh-AqaaRoZh7I9IyA_efQmo_0",{"id":877,"title":322,"body":878,"date":166,"description":1009,"extension":168,"meta":1010,"navigation":170,"order":1011,"path":137,"section":871,"seo":1012,"stem":1013,"translationKey":1014,"updated":177,"__hash__":1015},"docs_en\u002Fdocs\u002Ftranscripts-messages.md",{"type":8,"value":879,"toc":1002},[880,883,886,890,897,924,933,937,948,952,958,962,979,986,990,999],[11,881,882],{},"After every call, Loomira creates a transcript. You'll find it in the portal's call log, and can also have it delivered as a full transcript by email — so you learn about every call without having to check the portal yourself.",[11,884,885],{},"A transcript is the complete conversation history of a call in text form — every utterance from the caller and the assistant, in order. It's created independently of any audio recording: by default, no audio is stored, and the transcript is the record of the call.",[18,887,889],{"id":888},"where-do-i-find-transcripts-in-the-portal","Where Do I Find Transcripts in the Portal?",[11,891,892,893,896],{},"The ",[61,894,895],{},"\"Calls\""," page lists every conversation in your workspace — filterable by assistant and status (in progress, completed, failed). Clicking a call opens the detail view with:",[54,898,899,906,912,918],{},[57,900,901,902,905],{},"the ",[61,903,904],{},"transcript"," — every conversational turn labeled by role (\"Caller\" \u002F \"Assistant\"),",[57,907,901,908,911],{},[61,909,910],{},"key details"," — channel (phone or web call), language, start time, and duration,",[57,913,901,914,917],{},[61,915,916],{},"outcome"," — for example, \"A booking was made\" with the booked time, or a completed transfer,",[57,919,901,920,923],{},[61,921,922],{},"deliveries"," — which notifications were sent for this call (more on that below).",[11,925,926,927,930,931,42],{},"For privacy reasons, the log shows the caller's phone number only ",[61,928,929],{},"masked"," (e.g., \"+49 ••• 34 56\") — the number never appears in plain text in the lists. Background on this is under ",[33,932,357],{"href":145},[18,934,936],{"id":935},"which-calls-appear-in-the-log","Which Calls Appear in the Log?",[11,938,939,940,943,944,947],{},"All of them: traditional phone calls as well as ",[61,941,942],{},"web calls"," through the website widget — the channel is shown in the detail view. Calls that are currently ",[61,945,946],{},"in progress"," are already listed as such; their transcript fills in once the call ends. The dashboard also shows the most recent calls at a glance, so you don't need to switch to the full list for a daily overview.",[18,949,951],{"id":950},"how-do-i-get-the-transcript-by-email","How Do I Get the Transcript by Email?",[11,953,954,955,957],{},"You set up email delivery per assistant in the editor (the \"Email\" section, see ",[33,956,85],{"href":84},"): you enter an address — your own inbox or a shared team inbox, never the caller's — and Loomira sends a full transcript there after every call. A shared team inbox makes sense when several people handle callbacks. Leaving the field blank turns delivery off; the transcript in the portal is still created either way.",[18,959,961],{"id":960},"what-does-delivery-status-mean","What Does Delivery Status Mean?",[11,963,964,965,562,968,562,971,974,975,978],{},"Every notification sent goes through a traceable status: ",[61,966,967],{},"Pending",[61,969,970],{},"Sent",[61,972,973],{},"Delivered"," — or ",[61,976,977],{},"Failed",", if a message didn't reach its destination. This way, it stays verifiable per call whether the transcript actually arrived, rather than just assuming it did.",[11,980,981,982,985],{},"Besides emails, a call's delivery log can also show ",[61,983,984],{},"SMS"," deliveries — for example, confirmations sent to callers where the conversation flow sends them. Both channels use the same status display.",[18,987,989],{"id":988},"how-long-are-transcripts-kept","How Long Are Transcripts Kept?",[11,991,992,993,996,997,42],{},"Transcripts follow the same retention rules as other call data: by default, they're anonymized ",[61,994,995],{},"30 days"," after the call. Details on retention, on different periods for your workspace, and on early deletion at a data subject's request are under ",[33,998,357],{"href":145},[11,1000,1001],{},"Keep in mind that transcripts delivered by email contain personal data — treat the recipient inbox accordingly (access protection, no forwarding to unauthorized parties). The email copy in your inbox is your responsibility and isn't covered by Loomira's 30-day anonymization.",{"title":157,"searchDepth":158,"depth":158,"links":1003},[1004,1005,1006,1007,1008],{"id":888,"depth":158,"text":889},{"id":935,"depth":158,"text":936},{"id":950,"depth":158,"text":951},{"id":960,"depth":158,"text":961},{"id":988,"depth":158,"text":989},"Where to find call transcripts in the call log, how transcript emails are delivered, and what delivery status means.",{},"6",{"title":322,"description":1009},"docs\u002Ftranscripts-messages","transkripte-nachrichten","1APhA6vKALhVcAmJ4MgxKatDWl4UqKd8xo6mfhy4nbM",{"id":1017,"title":357,"body":1018,"date":166,"description":1172,"extension":168,"meta":1173,"navigation":170,"order":1174,"path":145,"section":1175,"seo":1176,"stem":1177,"translationKey":1178,"updated":177,"__hash__":1179},"docs_en\u002Fdocs\u002Fprivacy.md",{"type":8,"value":1019,"toc":1162},[1020,1033,1040,1044,1057,1064,1068,1076,1080,1087,1090,1095,1099,1107,1118,1122,1125,1129,1136,1140,1147,1151],[11,1021,1022,1023,1027,1028,1032],{},"This article gives a practical overview of Loomira's data-protection mechanisms. You'll find the full legal basis in our ",[33,1024,1026],{"href":1025},"\u002Flegal\u002Fprivacy","privacy policy"," and on the ",[33,1029,1031],{"href":1030},"\u002Fgdpr","GDPR overview page","; this article focuses on what that means in everyday use.",[11,1034,1035,1036,1039],{},"The roles under data-protection law are clearly divided: for your callers' data, ",[61,1037,1038],{},"you"," are the controller under the GDPR; Loomira processes that data solely on your behalf as a processor under Art. 28 GDPR — on the basis of the data processing agreement (DPA) that you enter into during sign-up.",[18,1041,1043],{"id":1042},"is-the-call-recorded-as-audio","Is the Call Recorded as Audio?",[11,1045,1046,1047,1050,1051,1053,1054,1056],{},"By default, ",[61,1048,1049],{},"no",": voice processing happens transiently in real time, and call audio isn't stored. The record of the call is the ",[61,1052,904],{}," in text form (see ",[33,1055,322],{"href":137},"). Callers' phone numbers also aren't shown in plain text in lists — they're stored only as a salted hash and shown masked in the call log.",[11,1058,1059,1060,1063],{},"Each assistant also has an optional recording feature, which is ",[61,1061,1062],{},"off"," by default. If you turn it on, you must inform callers about it — an automatic announcement can be enabled — and, as the controller, you're responsible for ensuring the recording is lawful under data-protection law.",[18,1065,1067],{"id":1066},"how-long-is-call-data-retained","How Long Is Call Data Retained?",[11,1069,1070,1071,1073,1074,462],{},"Call data — transcripts and their related message deliveries — is retained for ",[61,1072,995],{}," by default and then automatically anonymized or deleted. These 30 days are the platform default; on request, we can set a different retention period for your workspace if your business needs a longer or shorter period for operational or legal reasons. Reach out via ",[33,1075,425],{"href":153},[18,1077,1079],{"id":1078},"deletion-and-access-requests-data-subject-rights","Deletion and Access Requests (Data Subject Rights)",[11,1081,1082,1083,1086],{},"At a caller's request, you, as the workspace ",[61,1084,1085],{},"owner",", can have their data removed completely from your workspace — call sessions, related transcripts, and message deliveries. This deletion is logged (with a timestamp and scope, never with the phone number itself), so you can prove, if needed, that a deletion request was fulfilled.",[11,1088,1089],{},"You can likewise export the entire dataset stored in your workspace — for example, to provide a data subject with a full disclosure, or for your own records.",[11,1091,1092,1093,42],{},"Deletion and export are features of our interface (API) and reserved exclusively for workspace owners; a dedicated interface for this in the portal is coming. Until then, we handle it on request via ",[33,1094,425],{"href":153},[18,1096,1098],{"id":1097},"how-do-i-inform-my-callers","How Do I Inform My Callers?",[11,1100,1101,1102,1106],{},"As the controller, you carry the information duties toward callers under Art. 13 GDPR. So you don't have to start from scratch, we provide a ready-to-fill template: the ",[33,1103,1105],{"href":1104},"\u002Flegal\u002Fcaller-privacy","caller privacy notice",". It describes the actual processing (AI assistant, transcript instead of audio recording, 30-day anonymization) and only needs your company details added.",[11,1108,1109,1110,1112,1113,1117],{},"Separately, the assistant identifies itself as an AI at the start of the conversation by default — the disclosure obligation under Article 50 of the EU AI Act and how to configure it are described in ",[33,1111,85],{"href":84},"; our ",[33,1114,1116],{"href":1115},"\u002Fai-transparency","AI transparency page"," also gives an overview.",[18,1119,1121],{"id":1120},"consent-log","Consent Log",[11,1123,1124],{},"Consent to our contract documents — in particular the Terms and the data processing agreement (DPA) — is recorded in a consent log, along with the timestamp, document version, and the person who consented. This keeps it traceable at any time which version of a document you agreed to and when.",[18,1126,1128],{"id":1127},"eu-hosting","EU Hosting",[11,1130,1131,1132,42],{},"Loomira is developed and operated in the EU. Voice processing, the database, and the AI providers we use all run through EU regions or EU endpoints. Details on the service providers we use are in our ",[33,1133,1135],{"href":1134},"\u002Flegal\u002Fsubprocessors","sub-processor overview",[18,1137,1139],{"id":1138},"data-processing-agreement-dpa","Data Processing Agreement (DPA)",[11,1141,1142,1143,42],{},"Because Loomira processes callers' personal data on your behalf, you, as the controller, need a data processing agreement with us. You enter into this during sign-up; you can find the full contract text at any time under ",[33,1144,1146],{"href":1145},"\u002Flegal\u002Fdpa","DPA",[18,1148,1150],{"id":1149},"note-for-healthcare-providers-and-health-data","Note for Healthcare Providers and Health Data",[11,1152,1153,1154,1157,1158,1161],{},"If your calls involve health data — typical for medical or therapy practices — special requirements apply: health data is a special category of personal data under ",[61,1155,1156],{},"Art. 9 GDPR"," and generally requires its own legal basis, such as explicit consent. Clarify the deployment with your data protection officer beforehand, extend your caller privacy notice accordingly, and, as a holder of professional secrecy, also observe the duty of confidentiality under ",[61,1159,1160],{},"§ 203 of the German Criminal Code",". When in doubt, configure conservatively and get legal advice.",{"title":157,"searchDepth":158,"depth":158,"links":1163},[1164,1165,1166,1167,1168,1169,1170,1171],{"id":1042,"depth":158,"text":1043},{"id":1066,"depth":158,"text":1067},{"id":1078,"depth":158,"text":1079},{"id":1097,"depth":158,"text":1098},{"id":1120,"depth":158,"text":1121},{"id":1127,"depth":158,"text":1128},{"id":1138,"depth":158,"text":1139},{"id":1149,"depth":158,"text":1150},"Retention periods, deletion and access requests, the consent log, EU hosting, and the data processing agreement (DPA).",{},"7","Privacy & Support",{"title":357,"description":1172},"docs\u002Fprivacy","datenschutz","HH0BlN-Fb3kkmQc48Xw2MKKd4HLyEYWy7MpYXYmrlTY",{"id":1181,"title":1182,"body":1183,"date":166,"description":1366,"extension":168,"meta":1367,"navigation":170,"order":1368,"path":153,"section":1175,"seo":1369,"stem":1370,"translationKey":1371,"updated":1372,"__hash__":1373},"docs_en\u002Fdocs\u002Fsupport.md","Support & SLA",{"type":8,"value":1184,"toc":1358},[1185,1195,1199,1207,1211,1214,1241,1248,1252,1259,1285,1288,1292,1301,1305,1311,1315,1318,1355],[11,1186,1187,1188,1194],{},"You can reach us directly at ",[61,1189,1190],{},[33,1191,1193],{"href":1192},"mailto:contact@loomira.ai","contact@loomira.ai"," — we typically respond to inquiries within one business day. There's no formal SLA yet; this article explains what that means in practice.",[18,1196,1198],{"id":1197},"contact","Contact",[11,1200,1201,1202,1206],{},"All inquiries — technical questions, billing topics, privacy concerns — go through ",[61,1203,1204],{},[33,1205,1193],{"href":1192},". It is the one reliably monitored support channel; a dedicated support inbox with its own ticket tracking is planned.",[18,1208,1210],{"id":1209},"what-information-speeds-up-handling","What Information Speeds Up Handling?",[11,1212,1213],{},"The more precise your request, the faster the response. It helps to include:",[54,1215,1216,1222,1227,1238],{},[57,1217,901,1218,1221],{},[61,1219,1220],{},"email address of your account"," (so we can find the right workspace),",[57,1223,901,1224,64],{},[61,1225,1226],{},"name of the affected assistant",[57,1228,1229,1230,1233,1234,1237],{},"for call issues: the ",[61,1231,1232],{},"number that was called"," and the ",[61,1235,1236],{},"approximate time"," of the affected call — this lets us identify the call in the log unambiguously,",[57,1239,1240],{},"for errors in the portal: a short description of the steps involved and, if possible, a screenshot of the error message.",[11,1242,1243,1244,1247],{},"Please don't send us ",[61,1245,1246],{},"passwords or API keys"," — we will never ask for them. You also don't need to include full call content; the time and phone number are enough for us to look up the case ourselves.",[18,1249,1251],{"id":1250},"support-statement","Support Statement",[11,1253,1254,1255,1258],{},"A service-level agreement is a contractual commitment to response times and availability; we'll publish a formal SLA like that later — until then, our support explicitly operates on a ",[61,1256,1257],{},"best-effort"," basis:",[54,1260,1261,1268,1280],{},[57,1262,1263,1264,1267],{},"We ",[61,1265,1266],{},"typically respond to inquiries within one business day"," (Monday to Friday, excluding nationwide public holidays).",[57,1269,1270,1271,1274,1275,1279],{},"Until a formal SLA is published, we make ",[61,1272,1273],{},"no availability or uptime commitment"," — you can see our platform's current operating status transparently and in real time on our ",[33,1276,1278],{"href":1277},"\u002Fstatus","status page",". It's worth checking before reporting an issue: if there's a platform outage, we're already working on it.",[57,1281,1282,1283,86],{},"For the Enterprise plan, SLA and priority support are agreed individually (see the ",[33,1284,41],{"href":40},[11,1286,1287],{},"This statement is deliberately cautious: we don't want to make commitments we can't yet reliably keep. Once the formal SLA is in place, it will replace this section.",[18,1289,1291],{"id":1290},"questions-about-invoices-and-billing","Questions About Invoices and Billing?",[11,1293,1294,1295,1297,1298,1300],{},"You manage invoices, your payment method, and cancellation yourself, without a support request: the ",[61,1296,773],{}," button on the portal's \"Billing & plans\" page opens the Stripe customer portal, with every past invoice available for download. ",[33,1299,36],{"href":35}," explains how included minutes, the prepaid balance, and the money-back guarantee work together — for anything beyond that (for example, correcting a billing address), write to us.",[18,1302,1304],{"id":1303},"privacy-requests","Privacy Requests",[11,1306,1307,1308,1310],{},"We also accept data subject requests — for example, when a caller asks for their data to be deleted — through the same address. The ",[33,1309,357],{"href":145}," article describes what happens then and what deadlines apply.",[18,1312,1314],{"id":1313},"before-you-write-to-us","Before You Write to Us",[11,1316,1317],{},"For many questions, you'll already find an answer in this documentation:",[54,1319,1320,1325,1330,1335,1340,1345,1350],{},[57,1321,1322,1324],{},[33,1323,173],{"href":172}," — sign-up through your first active assistant",[57,1326,1327,1329],{},[33,1328,85],{"href":84}," — persona, instructions, greeting & AI disclosure",[57,1331,1332,1334],{},[33,1333,97],{"href":96}," — ordering, importing, and SIP connections",[57,1336,1337,1339],{},[33,1338,281],{"href":126}," — sources, processing, plan limits",[57,1341,1342,1344],{},[33,1343,36],{"href":35}," — plans, the money-back guarantee, and the prepaid balance for overage minutes",[57,1346,1347,1349],{},[33,1348,322],{"href":137}," — call log, email delivery, delivery status",[57,1351,1352,1354],{},[33,1353,357],{"href":145}," — retention, deletion, and the DPA",[11,1356,1357],{},"If you don't find an answer there, feel free to write to us directly.",{"title":157,"searchDepth":158,"depth":158,"links":1359},[1360,1361,1362,1363,1364,1365],{"id":1197,"depth":158,"text":1198},{"id":1209,"depth":158,"text":1210},{"id":1250,"depth":158,"text":1251},{"id":1290,"depth":158,"text":1291},{"id":1303,"depth":158,"text":1304},{"id":1313,"depth":158,"text":1314},"How to reach us, what response time to expect, and what our support commits to today.",{},"8",{"title":1182,"description":1366},"docs\u002Fsupport","support","2026-10-01","f1PWPAi96iYZkc66sCkh785TuRKJrhYmAxNG90zA2FQ",{"id":1181,"title":1182,"body":1375,"date":166,"description":1366,"extension":168,"meta":1499,"navigation":170,"order":1368,"path":153,"section":1175,"seo":1500,"stem":1370,"translationKey":1371,"updated":1372,"__hash__":1373},{"type":8,"value":1376,"toc":1491},[1377,1383,1385,1391,1393,1395,1413,1417,1419,1423,1439,1441,1443,1449,1451,1455,1457,1459,1489],[11,1378,1187,1379,1194],{},[61,1380,1381],{},[33,1382,1193],{"href":1192},[18,1384,1198],{"id":1197},[11,1386,1201,1387,1206],{},[61,1388,1389],{},[33,1390,1193],{"href":1192},[18,1392,1210],{"id":1209},[11,1394,1213],{},[54,1396,1397,1401,1405,1411],{},[57,1398,901,1399,1221],{},[61,1400,1220],{},[57,1402,901,1403,64],{},[61,1404,1226],{},[57,1406,1229,1407,1233,1409,1237],{},[61,1408,1232],{},[61,1410,1236],{},[57,1412,1240],{},[11,1414,1243,1415,1247],{},[61,1416,1246],{},[18,1418,1251],{"id":1250},[11,1420,1254,1421,1258],{},[61,1422,1257],{},[54,1424,1425,1429,1435],{},[57,1426,1263,1427,1267],{},[61,1428,1266],{},[57,1430,1270,1431,1274,1433,1279],{},[61,1432,1273],{},[33,1434,1278],{"href":1277},[57,1436,1282,1437,86],{},[33,1438,41],{"href":40},[11,1440,1287],{},[18,1442,1291],{"id":1290},[11,1444,1294,1445,1297,1447,1300],{},[61,1446,773],{},[33,1448,36],{"href":35},[18,1450,1304],{"id":1303},[11,1452,1307,1453,1310],{},[33,1454,357],{"href":145},[18,1456,1314],{"id":1313},[11,1458,1317],{},[54,1460,1461,1465,1469,1473,1477,1481,1485],{},[57,1462,1463,1324],{},[33,1464,173],{"href":172},[57,1466,1467,1329],{},[33,1468,85],{"href":84},[57,1470,1471,1334],{},[33,1472,97],{"href":96},[57,1474,1475,1339],{},[33,1476,281],{"href":126},[57,1478,1479,1344],{},[33,1480,36],{"href":35},[57,1482,1483,1349],{},[33,1484,322],{"href":137},[57,1486,1487,1354],{},[33,1488,357],{"href":145},[11,1490,1357],{},{"title":157,"searchDepth":158,"depth":158,"links":1492},[1493,1494,1495,1496,1497,1498],{"id":1197,"depth":158,"text":1198},{"id":1209,"depth":158,"text":1210},{"id":1250,"depth":158,"text":1251},{"id":1290,"depth":158,"text":1291},{"id":1303,"depth":158,"text":1304},{"id":1313,"depth":158,"text":1314},{},{"title":1182,"description":1366},1790951872342]