Frequently Asked Questions

Answers to the most common questions about Volume Reach — account, billing, calling, SMS, compliance, and troubleshooting.

Account and Billing

What is a wallet and how does billing work?

Volume Reach uses a prepaid wallet model. You load credits into your wallet and they are consumed as you use the platform — each call placed, minute connected, or SMS sent deducts the corresponding amount. There are no surprise invoices: you only spend what you've loaded. You can top up your wallet manually at any time, or configure auto-recharge to keep it funded automatically.

What happens if my wallet balance reaches zero?

Outbound calls and SMS messages will stop until your balance is restored. Active calls in progress will complete, but no new outbound activity will be initiated. To prevent interruptions, set up auto-recharge in Billing → Wallet so your balance is replenished automatically when it drops below a threshold you choose.

How do I upgrade or downgrade my plan?

Go to Settings → Billing → Pricing Plans and select the plan you want. Upgrades take effect immediately. Downgrades take effect at the start of your next billing period. Higher-tier plans offer lower per-unit rates and additional features like automation and drip sequences.

Will I be charged for calls that aren't answered?

Yes — a dial attempt fee is charged when a call is placed, regardless of whether the contact answers. Connected minute charges only apply when a contact answers and a conversation begins. This is why improving your connect rate directly reduces your cost per conversation.

Can I get a refund for unused wallet balance?

Wallet credits are generally non-refundable. If you have a specific billing concern, contact our support team and we will review it on a case-by-case basis.

How do I see what I've spent?

Go to Billing → Usage Summary. You can view spend by activity type (calls, SMS, voicemail, etc.) for any billing period, and filter by campaign to see where spend is going.

Calling

What is the AI voice agent?

The AI voice agent is a fully automated caller that handles outbound phone conversations on your behalf. It introduces itself, follows the script and persona you define in your agent prompt, responds naturally to what the contact says, handles common objections, and classifies the outcome of each call. You review transcripts and outcomes in Call Logs after each campaign run.

Does the AI agent disclose that it's an AI?

Yes — when a contact directly asks whether they are speaking to a robot or an AI, the agent will disclose that it is an AI assistant. This is required by law in many jurisdictions and is the default behavior in Volume Reach. You cannot configure the agent to deny being an AI.

What is the Multi-Line Dialer?

The Multi-Line Dialer places multiple simultaneous calls and connects a live human agent to the first contact who answers. This maximizes the number of live conversations your team has per hour, eliminating the wait time between manual dial attempts. It is best suited for teams with human agents who are doing the actual selling or qualifying.

Why are some of my calls being marked as "Spam Likely"?

Carrier spam flags are applied based on factors including calling volume per number, the ratio of unanswered calls, contacts marking your number as spam, and whether your number is registered with the carrier ecosystem. To reduce spam flags: register your numbers and configure CNAM (business name display), rotate across multiple numbers, keep daily call volume per number reasonable, and maintain a clean contact list. See Maximizing Connect Rates for full guidance.

Can I listen to call recordings?

Yes — call recordings are available in Call Logs. Click any call record to access the recording and the AI-generated transcript. Recordings are stored for 90 days by default.

What do the call outcome labels mean?

• Interested: The contact expressed genuine interest and is open to next steps.
• Callback Requested: The contact asked to be called back at a specific time.
• Not Interested: The contact clearly declined.
• Voicemail: The call went to voicemail and the AI left a message.
• No Answer: The call was not answered and no voicemail was left.
• Busy: The line was busy.
• Do Not Contact: The contact asked not to be called again.

How many calls can run at the same time?

This depends on your plan. Growth and Scale plans support higher levels of concurrent calling than the Launch plan. Within a campaign, you can configure the concurrency level — how many simultaneous calls to place — in the campaign settings. Start conservatively and increase once you have confirmed your setup is working as expected.

SMS

What is A2P registration and do I need it?

A2P (Application-to-Person) registration is a carrier requirement for sending SMS messages at scale from a business. It registers your brand and the type of messages you send with the major US carriers. Without registration, your messages are more likely to be filtered or blocked. All Volume Reach accounts sending outbound SMS are required to complete A2P registration. The process is guided — go to Compliance → A2P Registration to get started.

How long does A2P registration take?

Brand registration is typically approved within 1–3 business days. Campaign registration (the specific use case for your messages) can take 1–2 weeks for standard campaigns. During this time, outbound SMS sending may be limited. Plan accordingly before launching a large SMS campaign.

Can contacts opt out of SMS messages?

Yes — contacts can reply STOP to any SMS message and they will be automatically removed from future outbound SMS. Volume Reach handles opt-outs immediately and permanently. You cannot send further SMS messages to a contact who has opted out.

Is there a limit to how many SMS messages I can send?

There is no hard limit, but throughput (the rate at which messages can be sent) is governed by your A2P registration. Registered 10DLC campaigns have a defined throughput cap set by the carriers. If you need to send very high volumes in a short window, contact support to discuss your requirements.

Compliance

Is it legal to use an AI voice agent for outbound calls?

Laws governing automated outbound calls vary by country, state, and industry. In the United States, the Telephone Consumer Protection Act (TCPA) places restrictions on calls to mobile phones, and some states have additional requirements for AI-generated voice calls. Volume Reach provides tools to help with compliance (time-zone-aware scheduling, Do Not Contact list management, opt-out handling) but it is your responsibility to ensure your use of the platform complies with applicable laws. We strongly recommend consulting a legal advisor familiar with telemarketing regulations before launching campaigns.

What is TCPA and how does it affect my campaigns?

The TCPA (Telephone Consumer Protection Act) is a US federal law that regulates outbound calls and texts, particularly to mobile phones. Key requirements include: having prior express consent from contacts you are calling with automated systems, honoring Do Not Call requests promptly, and not calling outside permitted hours. Violations can carry significant per-call fines. Review your contact acquisition practices and consent documentation before running automated outreach.

How do I manage my Do Not Contact list?

Go to Contacts → Do Not Contact to view, add, or import numbers that should never be called or texted. Volume Reach automatically adds contacts who opt out of SMS (via STOP reply) and contacts who are manually marked Do Not Contact after a call. You can also bulk-import a list of numbers to suppress.

Troubleshooting

My campaign is running but I'm not seeing any calls being placed. What's wrong?

Check the following in order:

1. Wallet balance — a zero balance stops all outbound activity. Check Billing → Wallet.
2. Campaign status — confirm the campaign is set to Active, not Paused or Scheduled for a future time.
3. Schedule settings — verify the campaign is scheduled to run during the current time and day of week.
4. Contact list — confirm the campaign has contacts assigned and that they have valid phone numbers.
5. Phone numbers — confirm your outbound phone numbers are active and not suspended.

If all of the above look correct, contact support with your campaign name and the time you expected calls to begin.

My AI agent isn't speaking when contacts answer. What should I check?

This usually means the AI agent configuration is incomplete. Verify:

1. An agent prompt has been written and saved for the agent assigned to this campaign.
2. The agent has been assigned a voice in AI Voice Agents → [Agent Name] → Voice Settings.
3. The campaign is correctly linked to the agent.

If the agent is configured correctly and the issue persists, check Call Logs for the specific calls — the log will show whether the call connected and whether the agent session started.

Contacts are answering but saying they can't hear anything.

This is typically an audio routing issue. Check that the agent's voice is configured and that the campaign is not set to a testing mode that mutes audio. If the issue affects multiple calls, contact support — this may require investigation of the specific calls' audio logs.

I set up a webhook but my external system isn't receiving events.

1. Confirm the webhook URL is correct and publicly accessible (not a localhost URL).
2. Use the Send Test Event button in Automation → Webhooks and verify your external system receives it.
3. Check Automation → Delivery Logs — failed deliveries show the error returned by your endpoint.
4. Ensure your endpoint responds with an HTTP 2xx status within 10 seconds. Slow responses are treated as failures.

How do I contact support?

You can reach the Volume Reach support team through the Help button in the bottom-left corner of the platform, or by emailing support@volumereach.com. When reporting an issue, include: your account name, the campaign name or call ID affected, the time the issue occurred, and a description of what you expected vs. what happened. This allows us to investigate more quickly.