Providing Feedback and Getting in Touch With Support
Who to talk to, when, and how your feedback makes your setup better.
Feedback is not a nice-to-have during onboarding. It is how your account goes from a good starting setup to one that sounds and works exactly like your business. Your agents start with scripts built from what you told us, and every note you send back, "we'd never say it that way," "always ask about the gutter," "that call should have come to Mike," makes the next conversation better. This page covers who you will be working with, how to send feedback that actually gets things changed, and how to reach support once onboarding wraps.
Your One Point of Contact
From the day you sign up through your first 90 days, you work with one dedicated onboarding specialist. The same person handles your first call, your go-live, and every session after that. They already know your account, your scripts, and your setup, so you are never re-explaining things to someone new or getting bounced between departments.
| When | Who You Talk To | What It Covers |
|---|---|---|
| Days 1 to 14 | Your onboarding specialist | Setup, scripts, integrations, training, and go-live. |
| Days 14 to 90 | Your onboarding specialist | Four more sessions to refine scripts, tune settings, and unlock more features. |
| After day 90 | Support team by email | Questions, changes, and ongoing guidance, anytime. |
Giving Feedback That Sticks
The most valuable feedback during onboarding is specific and tied to a real conversation. A few habits make it easy:
- Read a few conversations each week. Every call and text your agents handle is logged in Alivo, with recordings, transcripts, and summaries on the contact record. Skimming a handful is the fastest way to spot anything that does not sound like you.
- Point to the exact moment. "On the call with the Hendersons, Lilly should have offered Saturday" is fixable in one edit. "The agent seems off" takes a lot longer to run down.
- Bring it to your sessions. Your calls with your specialist during the 90 days are built exactly for this. Script tweaks, new FAQs, routing changes, and settings adjustments all happen there.
- Do not save it up. Small notes as they come are better than a big list at day 60. Most fixes take minutes once we know about them.
Good to know: you are never locked out of your own setup. Everything the AI does is visible in the platform, and you can step into any conversation, adjust settings, or escalate anything at any time. Feedback is how you make the system better, not your only way to intervene.
Getting in Touch With Support
During your 90-day onboarding period, your specialist is your first stop for questions big and small. After that, the support team takes over by email at support@alivo.ai, and every article in this knowledge base ends with that same address. When you write in, a quick pointer to the contact, conversation, or setting you are asking about helps the team get you an answer faster.
This knowledge base is also here around the clock. The Getting Started Guide covers your setup at a high level, and the Using Alivo section has step-by-step articles for nearly every feature, so a lot of "how do I" questions have an answer waiting before you ever send an email.
Keep in mind: there is no such thing as a question too small. A two-line email about a script line that feels off is exactly the kind of feedback that makes your account better, and the team would rather hear it than have you live with it.
The takeaway: one specialist walks you through your first 90 days, your feedback drives the tuning, and after that the support team is an email away. Speak up early and often, and your setup keeps getting sharper.
Still have a question this didn't answer? Reach out to our support team support@alivo.ai and we'll be glad to help.